Engagement Manager - Application Support

Insight Global; Cincinnati (OH); On-site; USD 120,000 - 160,000; Full time

Job summary

Insight Global is seeking an Engagement Manager to own day-to-day service delivery across a portfolio of business-critical applications and data platforms, ensuring SLA compliance, service quality, and operational excellence.

You will lead weekly reviews, coordinate with application leads and offshore teams, and drive continuous improvement with a focus on automation and AI-driven enhancements. This role requires strong ITIL background and proven executive-level relationship management.

Qualifications

• 8+ years of experience leading IT managed services, application support, or technology operations engagements with direct SLA accountability.
• Strong technical background in application development, software engineering, or enterprise application support.
• Experience managing enterprise managed service engagements valued at $1M+ ARR or similar-sized contracts.
• Proven success managing executive-level client relationships, including CIO, VP, and Director-level stakeholders.
• Experience leading offshore delivery resources across multiple experience levels.
• Deep understanding of ITIL processes, including Incident, Problem, Change, Capacity, and Service Level Management.
• Hands-on experience with ServiceNow ITSM for incident management, change management, reporting, CMDB, and governance.
• ITIL v4 Foundation Certification (Practitioner or Expert preferred).
• PMP, PgMP, or other project/program management certifications.
• Experience leading offshore-heavy managed service organizations, particularly teams based in India.
• Experience standing up new managed services engagements or transitioning from incumbent vendors.
• Experience with AI, automation, or AIOps in service operations.
• Strong knowledge of Java, Oracle, AWS, Snowflake, Databricks, and enterprise data platforms.

Responsibilities

• Own day-to-day service delivery across a portfolio of business-critical applications and data platforms, ensuring SLA compliance and operational excellence.
• Lead weekly operational reviews, monthly governance meetings, and QBRs with performance insights and recommendations.
• Coordinate priorities with application leads and offshore teams to manage workloads and ensure effective communication across levels.
• Guide technical teams on legacy environments, roadmaps, and long-term support strategies.
• Chair Change Advisory Board (CAB) meetings and coordinate change management activities.
• Manage client escalations from identification to resolution with root-cause analysis and post-mortems.
• Maintain service dashboards, SLA metrics, risk registers, issue logs, and operational reporting.
• Oversee capacity planning, resource allocation, and coverage for seasonal demand and attrition.
• Drive continuous service improvement including automation opportunities and AI/AIOps solutions.
• Support engagement financial performance by monitoring scope, utilization, and delivery risks.
• Identify opportunities to expand service offerings and strengthen client relationships.

Skills

IT service delivery

Client relationship management

ITIL practices

ServiceNow ITSM

Jira

Confluence

offshore delivery management

Automation / AI in operations

Change management

Project/Program management

Education

ITIL v4 Foundation Certification

PMP

PgMP

Tools

ServiceNow ITSM

Jira

Confluence

CI/CD tooling

DevOps practices

Job description

Job Description

The Engagement Manager serves as the single point of accountability for a managed application support service, overseeing delivery, client satisfaction, operational performance, and continuous improvement across a portfolio of business-critical applications. This individual acts as a trusted advisor to client stakeholders, building strong relationships with IT leadership while ensuring service commitments are met and exceeded. The role requires a blend of technical expertise and service management experience, allowing the Engagement Manager to understand application environments, guide delivery teams, and drive strategic operational improvements. Working closely with both onshore stakeholders and offshore support teams, the Engagement Manager ensures effective communication, issue resolution, and alignment to business priorities. This individual is responsible for identifying opportunities to expand services, improve operational efficiency, and introduce automation and AI-driven enhancements. Success in this role requires strong leadership, executive communication skills, financial awareness, and the ability to translate business objectives into actionable service delivery strategies.

Own day-to-day service delivery across a portfolio of business-critical applications and data platforms, ensuring SLA compliance, service quality, and operational excellence.

Lead weekly operational reviews, monthly governance meetings, and Quarterly Business Reviews (QBRs), providing service performance insights and recommendations.

Partner with application leads and offshore support teams to coordinate priorities, manage workloads, and ensure effective communication across L1, L2, and L3 support functions.

Guide technical teams by providing direction on legacy application environments, support roadmaps, operational processes, and long-term support strategies.

Chair Change Advisory Board (CAB) meetings and coordinate change management activities across development, infrastructure, database, and vendor teams.

Manage client escalations from initial identification through resolution, including bridge calls, stakeholder communications, root-cause analysis, and post-mortem reviews.

Maintain and monitor service dashboards, SLA metrics, risk registers, issue logs, and operational reporting.

Oversee capacity planning, resource allocation, utilization management, and coverage planning for seasonal demand, PTO, and attrition scenarios.

Drive continuous service improvement initiatives, including automation opportunities, AI/AIOps solutions, runbook optimization, knowledge management, and process enhancements.

Support engagement financial performance by monitoring scope, utilization, change requests, SOW updates, and delivery risks.

Identify opportunities to expand service offerings and grow the client relationship through exceptional delivery and proactive stakeholder engagement.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

8+ years of experience leading IT managed services, application support, or technology operations engagements with direct SLA accountability.

Strong technical background in application development, software engineering, or enterprise application support.

Ability to understand legacy application environments and effectively guide support teams on architecture, support processes, and technology roadmaps.

Experience managing enterprise managed service engagements valued at $1M+ ARR or similar-sized support contracts.

Proven success managing executive-level client relationships, including CIO, VP, and Director-level stakeholders.

Experience leading distributed teams and collaborating with offshore delivery resources across multiple experience levels.

Deep understanding of ITIL processes, including Incident, Problem, Change, Capacity, and Service Level Management.

Hands-on experience with ServiceNow ITSM for incident management, change management, reporting, CMDB, and operational governance.

Strong experience managing operational escalations, governance forums, risk management, and service performance reviews. ITIL v4 Foundation Certification (Practitioner or Expert preferred).

PMP, PgMP, or other project/program management certifications.

Experience leading offshore-heavy managed service organizations, particularly teams based in India.

Experience standing up new managed services engagements or transitioning support from incumbent vendors.

Transportation, logistics, fleet management, or operational enterprise industry experience.

Experience introducing AI, automation, or AIOps solutions into application support and service operations environments.

Working knowledge of Java, Oracle, AWS, Snowflake, Databricks, and enterprise data platforms.

Experience with Jira, Confluence, DevOps practices, and CI/CD-driven operational improvements.

Experience establishing cross-training programs, knowledge management initiatives, and support maturity models.

Strong understanding of managed services financials, including utilization, forecasting, margin management, and delivery P&L oversight.