Strategic Engagement Lead — IT Managed Services

Insight Global

Cincinnati (OH)

On-site

USD 120,000 - 160,000

Full time

14 days+

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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.