Client Engagement & Delivery Manager

The Client Engagement & Delivery Manager will be responsible for end-to-end engagement and service delivery for new and existing client projects, ensuring client satisfaction and operational excellence. This role involves building strong client relationships, managing delivery with defined SLAs, tracking KPIs, mitigating risks, and leading cross-functional teams. The manager will drive governance, stakeholder alignment, and continuous improvement across all phases of client engagement.

Must Have

• Act as the primary point of contact for clients throughout the engagement life cycle.
• Build and maintain strong relationships with client stakeholders.
• Conduct regular status updates, governance meetings, and executive reporting.
• Plan, execute, and govern service delivery for new and existing clients.
• Ensure compliance with contractual obligations and SLAs.
• Drive operational readiness and seamless handover across cross-functional teams.
• Track KPIs and delivery milestones; report progress to leadership and clients.
• Ensure adherence to quality standards and continuous improvement practices.
• Conduct post-delivery reviews and lessons learned sessions.
• Identify and mitigate risks proactively; implement contingency plans as needed.
• Coordinate with delivery teams, PMO, and support functions to ensure smooth execution.
• Proven experience in client engagement, service delivery, or program management roles.
• Strong understanding of service delivery models, outsourcing, or shared services.
• Excellent communication, stakeholder management, and negotiation skills.
• Ability to manage multiple projects under tight deadlines.
• Proficiency in project management tools and methodologies.
• Minimum 10 to 15 years’ experience with 5 to 7 years in leadership roles managing client engagement & business operations delivery.
• Mandatory hands-on experience in setting up and scaling business operations for US-based clients in India.
• Proven track record of operational excellence.
• Strategic Thinking + Operational Execution.
• Client-Centric Mindset.
• Direct experience managing US & UK stakeholders, steering committees, and executive reporting.
• Change Leadership.
• Driving transformation, automation, and innovation.
• Experience working with global clients and multicultural teams.

Good to Have

• Certifications in PMP, ITIL, or Transition Management.
• Experience being on deputation working in different countries for delivery of projects in 2 to 3 years or more.

About Us

Aeries Technology is a Nasdaq listed global professional services and consulting partner, headquartered in Mumbai, India, with centers in the USA, Mexico, Singapore, and Dubai. We provide mid-size technology companies with the right mix of deep vertical specialty, functional expertise, and the right systems & solutions to scale, optimize and transform their business operations with unique customized engagement models. Aeries is Great Place to Work certified by GPTW India, reflecting our commitment to fostering a positive and inclusive workplace culture for our employees. Read about us at https://aeriestechnology.com

About Business Unit

Corporate BU

Roles and Responsibility

Position: Client Engagement & Delivery Manager

Experience: 10yrs + (US & UK client operations experience required)

Department: Technology & Service Delivery

Qualification: Graduate/Post-graduate

Level: Full Time

Shifts (if any): 11:00AM onwards (candidate should be flexible to work as per business requirement)

About the role:

The Client Engagement & Delivery Manager will own end-to-end engagement for new/existing client projects and manage complete service delivery with defined SLAs to ensure client satisfaction. This role is pivotal in driving operational excellence, governance, and stakeholder alignment across all phases of client engagement.

Key Responsibilities:

Client Engagement & Relationship Management

• Act as the primary point of contact for clients throughout the engagement life cycle.
• Build and maintain strong relationships with client stakeholders.
• Conduct regular status updates, governance meetings, and executive reporting.

End-to-End Delivery Management

• Plan, execute, and govern service delivery for new and existing clients.
• Ensure compliance with contractual obligations and SLAs.
• Drive operational readiness and seamless handover when needed across cross-functional teams.

Performance & Governance

• Track KPIs and delivery milestones; report progress to leadership and clients.
• Ensure adherence to quality standards and continuous improvement practices.
• Conduct post-delivery reviews and lessons learned sessions.

Risk Management

• Identify and mitigate risks proactively; implement contingency plans as needed.

Team Leadership

• Coordinate with delivery teams, PMO, and support functions to ensure smooth execution.

Key Performance Indicators (KPIs):

• SLA Adherence
• Client Satisfaction Score (CSAT)
• Delivery Timeliness
• Risk Mitigation 100% of critical risks addressed before impact

Required Skills & Qualifications:

• Proven experience in client engagement, service delivery, or program management roles.
• Strong understanding of service delivery models, outsourcing, or shared services.
• Excellent communication, stakeholder management, and negotiation skills.
• Ability to manage multiple projects under tight deadlines.
• Proficiency in project management tools and methodologies (Agile, PMP preferred).
• Minimum 10 to 15 years’ experience with 5 to 7 years in leadership roles managing client engagement & business operations delivery.
• Mandatory hands-on experience in setting up and scaling business operations for US-based clients in India.
• Proven track record of operational excellence.

Critical Competencies

• Strategic Thinking + Operational Execution: Ability to design governance models and roll up sleeves for delivery.
• Client-Centric Mindset: Direct experience managing US & UK stakeholders, steering committees, and executive reporting.
• Change Leadership: Driving transformation, automation, and innovation.
• Experience working with global clients and multicultural teams.

Preferred:

• Certifications in PMP, ITIL, or Transition Management.
• Experience being on deputation working in different countries for delivery of projects in 2 to 3 years or more.

The Job responsibilities of the candidate shall include but not limited to the Job Description & to perform any other tasks/functions as required by the Company.