Strategic Engagement Director – Managed Services

Prodapt

Richardson (TX)

On-site

USD 180,000 - 240,000

Full time

2 days ago

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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.