Engagement Manager

Leadingnation; Hong Kong; On-site; HKD 1,000,000 - 1,400,000; Full time

Job summary

Tata Consultancy Services (Asia Pacific) is seeking a senior Engagement Manager to lead strategic IT services for airline and travel clients. You will oversee end-to-end service delivery, governance, and continuous improvement across global, multi-vendor delivery teams.

You will engage with Director/VP/C-level stakeholders, manage budgets and risk, and align IT services with business outcomes. Strong communication and leadership are essential in this fast-paced, customer-focused role.

Qualifications

• 12+ years IT industry experience.
• 5+ years in Engagement Management or related roles.
• Experience with airline, transportation, travel or hospitality customers.
• Overseeing Infrastructure, Network, Cybersecurity, QA, and Application service towers.
• Experience handling governance forums, audits, and service improvement initiatives.
• Experience managing globally distributed teams and multi-vendor delivery environments.
• Experience with annual managed services portfolios.
• Strong experience with senior customer stakeholders (Director/VP/C-level).

Responsibilities

• Manage engagement governance forums and executive reviews.
• Oversee service delivery across multiple towers (infrastructure, network, cybersecurity, QA, apps).
• Manage SLAs, KPIs, and client scorecards.
• Lead multi-vendor global delivery teams.
• Collaborate with senior stakeholders to drive service growth and transformation.

Skills

Engagement management

Service delivery

Program management

Account management

Multi-vendor delivery

Executive stakeholders

Budget forecasting

Risk management

Leadership

Communication

Education

ITIL Foundation

PMP/PRINCE2

SAFe/Agile Certification

Tools

Amadeus

Sabre

Navitaire

SITA

Job description

Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose‑driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery centres and 18 offices in Asia Pacific since 2022. This is only the initial stage in TCS’ journey as we strive to achieve long‑term net zero emissions by 2030.

Corporate sustainability is embedded in our triple‑bottom‑line, focusing on people, the planet, and our purpose. Our offices are designed with eco‑friendly features that significantly reduce our carbon footprint and enhance energy efficiency. We actively champion green initiatives, such as promoting paperless operations, implementing energy‑efficient practices and fostering employee engagement in sustainability efforts. When you become part of the TCS family, you will play an essential role dedicated to innovation, excellence, and crafting a brighter, greener future together. Join us and be a part of our mission to drive sustainability through technology and talent at Tata Consultancy Services, APAC today

Technical Skills “Must Have”

• Build and maintain strong relationships with airline customers, ensuring high levels of customer satisfaction and acting as a trusted advisor.
• Serve as the primary point of contact for customer stakeholders, managing communications, project updates, escalations, risks, and service expectations.
• Experience in managing end‑to‑end service delivery across one or more of the following domains:
• Infrastructure Services
• Quality Assurance / Testing Services
• Airline Business Applications
• Cybersecurity Services
• Network Services
• Strong understanding of project planning, execution, monitoring, governance, and service improvement initiatives.
• Experience in quality assurance and testing governance, including test strategy, test planning, defect management, UAT coordination, and quality reporting.
• Analyze service and operational metrics to identify trends, risks, bottlenecks, and opportunities for continuous improvement.
• Interface with customers during audits, compliance reviews, and service assessments related to delivery processes and results.
• Experience managing service‑level agreements (SLAs), KPIs, customer scorecards, and contractual commitments.
• Understanding of enterprise infrastructure technologies including Cloud, Servers, Storage, End User Computing, and ITSM processes.
• Understanding of Cybersecurity domains including Vulnerability Management, IAM, SOC Operations, Security Compliance, and Risk Management.
• Proven experience managing multi‑vendor environments and globally distributed delivery teams.
• Excellent written and verbal communication skills for engaging with customer leadership and managing cross‑functional teams.
• Experience in commercial management including budgeting, forecasting, resource planning, revenue assurance, and margin management.

Technical Skills “Good to Have”

• Experience in Airline Domain including:
• Passenger Service Systems (PSS)
• Loyalty Programs
• Revenue Management
• Maintenance, Repair and Overhaul (MRO)
• Knowledge of airline platforms such as Amadeus, Sabre, Navitaire, SITA etc.
• Experience in Digital Transformation, Cloud Migration, or Infrastructure Modernization programs.
• Understanding of Agile, DevOps, CI/CD, and Site Reliability Engineering (SRE).
• Knowledge of Data Analytics, AI‑enabled Operations, and Automation initiatives.
• Exposure to major outsourcing or managed services engagements within the Travel, Transportation & Hospitality industry.
• Knowledge of aviation and security compliance standards including PCI‑DSS, ISO 27001, GDPR, and related regulatory frameworks.

Soft Skills

• Strong customer relationship management skills.
• Excellent communication and presentation skills.
• Executive stakeholder management capabilities.
• Leadership and team management experience.
• Conflict resolution and negotiation skills.
• Strong analytical and problem‑solving abilities.
• Decision‑making under pressure.
• Collaboration and cross‑functional team management.
• Customer‑focused and outcome‑driven mindset.
• Ability to influence senior business and technology stakeholders.

Language proficiency

• Expert proficiency in English (Written and Spoken).
• Ability to communicate effectively with global and regional airline stakeholders.
• Additional APAC languages (Cantonese, Mandarin) will be an advantage.

Mandatory Certifications

• ITIL® Foundation / ITIL® 4 Certification.
• PMP®, PRINCE2®, or equivalent Project/Program Management certification.
• Agile/Scrum or SAFe Certification.

Mandatory Relevant Experience

• 12+ years of overall IT industry experience.
• Minimum 5+ years in Engagement Management, Service Delivery Management, Program Management, or Account Management roles.
• Experience managing strategic airline, transportation, travel, or hospitality customers.
• Demonstrated experience overseeing Infrastructure, Network, Cybersecurity, QA, and Application service towers.
• Proven track record managing customer governance forums, executive reviews, audits, and service improvement initiatives.
• Experience managing globally distributed teams and multi‑vendor delivery environments.
• Experience handling annual managed services portfolios and identifying opportunities for service growth and transformation.
• Strong experience working with senior customer stakeholders, including Director, VP, and C‑level leadership.