Engagement Director- Managed Services

Prodapt; Richardson (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

Prodapt seeks an Engagement Director – Managed Services to lead service delivery and client relationships in Dallas. This senior role oversees governance, performance against SLAs, and risk management across multiple large enterprise engagements.

The ideal candidate brings 15+ years in managed services, a track record of owning high-value contracts, and strong executive-level engagement with VP/CxO stakeholders. Onsite role with strategic influence on pricing and renewals.

Qualifications

• 15+ years in service delivery, managed services, or BPO/outsourcing operations.
• Proven ownership of multi-year, high-value managed services contracts with SLA governance.
• Experience engaging VP/CxO stakeholders and leading senior governance forums.

Responsibilities

• Chair executive governance forums and quarterly leadership reviews, acting as the senior voice on delivery health and portfolio performance.
• Serve as the operational bridge to Change Control Boards and Executive Sponsors, aligning scope, schedule, and commercial changes.
• Build and maintain trusted relationships with senior client stakeholders, Prodapt as a strategic partner beyond the current scope of work.
• Monitor performance against SOW-defined Service Level target corridors, managing service-credit and at-risk fee exposure across the portfolio.
• Partner with commercial and account leadership on pricing strategy, annual rate recalibration, and volume/unitized pricing models.
• Lead change-order evaluation and SOW negotiation with the commercial/legal team, balancing delivery feasibility with risk.
• Oversee transition and go-live readiness — SME retention, staffing plans, reverse-KT support handover, system-access provisioning, and payroll validation.
• Own resolution of top-tier delivery and operational risks, escalating and coordinating cross-functional response as needed.
• Ensure consistent delivery governance and reporting standards across all workstreams and engagements.
• Track and report portfolio-wide delivery metrics and KPIs for internal and client leadership visibility.
• Identify and pursue scope-expansion, renewal, and adjacent-service opportunities across the account portfolio.
• Partner with sales and account leadership to shape proposals and commercial strategy for new or expanded engagements.

Skills

Executive presence

Stakeholder management

Governance oversight

Agile/SAFe

Pricing strategy

Education

Bachelor's degree in Business Administration, Computer Science, or related field

Job description

Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider.

A “Great Place To Work® Certified™” company, Prodapt employs over 6,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.

The Engagement Director – Managed Services is the senior executive owner of service delivery and client relationship health across the managed services portfolio. Based onsite in Dallas, this role provides strategic oversight of delivery, commercial performance, and governance — ensuring contractual and SLA commitments are met, risks are managed proactively, and the relationship scales sustainably across current and future engagements.

Responsibilities.

• Chair executive governance forums and quarterly leadership reviews, acting as the senior voice on delivery health and portfolio performance.
• Serve as the operational bridge to Change Control Boards and Executive Sponsors, aligning stakeholders on scope, schedule, and commercial changes.
• Build and maintain trusted relationships with senior client stakeholders, positioning Prodapt as a strategic partner beyond the current scope of work.
• Monitor performance against SOW-defined Service Level target corridors, managing service-credit and at-risk fee exposure across the portfolio.
• Partner with commercial and account leadership on pricing strategy, annual rate recalibration, and volume/unitized pricing models.
• Lead change-order evaluation and SOW negotiation activity with the commercial/legal team, balancing delivery feasibility with commercial risk.
• Oversee transition and go-live readiness — SME retention, staffing plans, reverse-KT support handover, system-access provisioning, and payroll validation.
• Own resolution of top-tier delivery and operational risks, escalating and coordinating cross-functional response as needed.
• Ensure consistent delivery governance and reporting standards across all workstreams and engagements.
• Track and report portfolio-wide delivery metrics and KPIs, providing visibility to both internal and client leadership.
• Identify and pursue scope-expansion, renewal, and adjacent-service opportunities across the account portfolio.
• Partner with sales and account leadership to shape proposals and commercial strategy for new or expanded engagements.

Required Qualifications

• 15+ years in service delivery, managed services, or BPO/outsourcing operations, with experience managing large enterprise or multi-account portfolios; telecom industry exposure preferred.
• Proven ownership of multi-year, high-value managed services contracts, including SLA governance and at-risk/service-credit fee models.
• Strong executive presence, with experience engaging VP/CxO stakeholders and leading senior governance and steering forums.
• Experience with workforce transitions, including employee rebadging within outsourcing or managed services contexts.
• Demonstrated ability to identify and convert account growth opportunities into new commercial scope.
• Exposure to sales compensation, sales planning, or SPM (Sales Performance Management) functions is an advantage.
• Working knowledge of SAFe or Agile Release Train delivery models is beneficial.
• Bachelor's degree in Business Administration, Computer Science, Engineering, or a related field, or an equivalent combination of education and experience.