Enterprise IT Client Engagement Lead (Remote)

memoryBlue; New York (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote position

Occasional regional travel

Job summary

Client of memoryBlue seeks a seasoned Service Delivery professional to own long-term enterprise relationships and coordinate cross-functional teams across infrastructure, cloud, cybersecurity, and support. You will drive service reviews, escalations, and data-driven improvements to enhance customer experience.

The role emphasizes executive-facing communication, operational execution, and building lasting client partnerships within a remote-capable, regional-travel context.

Qualifications

• 3-5+ years in Service Delivery, Technical Account Management, Managed Services, IT Operations, Service Desk leadership, or a similar client-facing technical role.
• Experience supporting an ongoing operational environment and long-term customer relationships.
• Comfortable communicating with executive stakeholders and technical delivery teams.
• Working knowledge of enterprise infrastructure, cloud, cybersecurity, or managed IT environments.
• Familiarity with ServiceNow, Jira, ITIL, SLA reporting, or incident management is a plus.

Responsibilities

• Own day-to-day relationships across a portfolio of enterprise accounts.
• Lead service reviews and client discussions covering SLAs, incidents, risks, priorities, and service health.
• Coordinate infrastructure, cloud, cybersecurity, engineering, and support teams against client commitments.
• Manage escalations and drive issues through resolution while keeping stakeholders informed.
• Analyze ticket volume, SLA trends, and incident patterns to identify recurring issues.
• Represent the client perspective internally and help improve service delivery processes.

Skills

Client relationships

Operational delivery

Stakeholder communication

Service delivery

Tools

ServiceNow

Jira

ITIL

Job description

Client of memoryBlue seeks a seasoned Service Delivery professional to own long-term enterprise relationships and coordinate cross-functional teams across infrastructure, cloud, cybersecurity, and support. You will drive service reviews, escalations, and data-driven improvements to enhance customer experience.

The role emphasizes executive-facing communication, operational execution, and building lasting client partnerships within a remote-capable, regional-travel context.