Senior Engagement Manager
Sedona Digital
full-time
Posted on:
Location Type: Remote
Location: Romania
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Job Level
About the role
- Own the overall client relationship from a service and delivery perspective, acting as the primary senior point of contact and escalation.
- Build and maintain strong, trusted relationships with senior client stakeholders through regular engagement, including at least monthly on-site visits.
- Provide overall service leadership across software engineering, testing, cloud, and support engagements, ensuring consistent service quality across all delivery models.
- Establish, run, and continuously improve service governance, including service reviews, QBRs, steering forums, and operational checkpoints.
- Produce and present regular service reporting covering delivery performance, financials, risks, dependencies, and continuous improvement actions.
- Work closely with Sales and Account leadership to support account growth, retention, and expansion opportunities.
- Own commercial management of the account, including contract renewals, extensions, change control, and small-to-medium scope additions.
- Draft, negotiate, and manage Statements of Work (SOWs) for incremental changes and new services.
- Track and manage account financials, forecasts, and margins.
- Ensure all services are delivered in line with contractual commitments and remain commercially viable.
- Provide delivery oversight either directly or working through Engineering Managers.
- Ensure the right skills, capacity, and engagement model are in place to meet current and future client needs.
- Proactively identify service, delivery, and commercial risks, owning mitigation and escalation as required.
- Act as the senior escalation point for service issues, driving resolution and maintaining client confidence.
- Directly manage a number of resources where appropriate to the client and business needs.
- Operate effectively within a matrix management model, influencing and coordinating teams who report into Engineering Managers elsewhere in the business.
- Support performance management, engagement, and development of people aligned to the account.
Requirements
- 7+ years’ experience in client-facing delivery, engagement, or service management roles within digital, software, or cloud services.
- Proven experience owning senior client relationships across Professional Services.
- Strong commercial acumen, with hands-on experience managing SOWs, renewals, budgets, and margins.
- Solid understanding of modern software delivery, cloud platforms, and testing practices.
- Confidence engaging with both technical and non-technical stakeholders at all levels.
- Experience running service governance, reporting, project boards and QBRs.
- Experience working with customers in Banking, Financial Services, and Insurance.
- Excellent communication, negotiation, and stakeholder management skills.
- Ability to balance client advocacy with commercial and operational discipline.
- Ideally you will also be able to bring:
- Experience in managed services or long-running enterprise engagements.
- Familiarity with Agile delivery environments.
- Azure or cloud certifications / Microsoft technology delivery / Microsoft partnered delivery.
- Exposure to AI-assisted development, testing, or transformation initiatives.
Benefits
- Private medical insurance
- Training on market trends and client needs
- Continuous personal improvement - 8h/month during work hours
- 21 days annual leave, with one day per year extra up to 25 days
- 3 health days that can be taken without medical proof
- 1 day for your Birthday off
- 0.5 days Christmas Shopping off
- Competitive package
- Quarterly fun budget for team events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service managementsoftware deliverycloud platformstesting practicescommercial managementcontract renewalsbudget managementmargins managementservice governanceAI-assisted development
Soft Skills
client relationship managementcommunication skillsnegotiation skillsstakeholder managementcommercial acumenoperational disciplineengagement skillsinfluencing skillsproblem-solvingteam coordination
Certifications
Azure certificationscloud certifications