Technical Engagement Manager

Job description

Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Your day at NTT DATA Role Overview Serve as the customer-facing delivery and governance lead for Google Engineer business engagements. Connect technical teams, customers, partners, and leadership so that cloud and AI services are delivered against clear outcomes, service levels, risks, and improvement commitments. Position Objective Own the engagement rhythm around Google-oriented engineering services: understand customer objectives , coordinate delivery across technical teams, manage service performance, and ensure that issues, risks, dependencies, and decisions receive timely attention. The role is not expected to replace the solution architect or engineering lead; it ensures that technical delivery is aligned, visible, and accountable. Key Responsibilities Customer and Stakeholder Engagement • Act as a trusted point of contact for assigned customers and Google-aligned technical stakeholders. • Understand business priorities, service expectations, delivery milestones, and success measures for cloud and AI engineering engagements. • Facilitate operational reviews, steering meetings, service governance forums, and executive stakeholder discussions. • Translate customer concerns into clear actions for solution architects, AI engineers, cloud engineers, and support teams. Service Performance and Delivery Governance • Define, monitor, and report service-level agreements, KPIs, engineering delivery metrics, quality indicators, and customer commitments. • Coordinate delivery plans, dependencies, milestones, change requests, acceptance criteria, and operational handover. • Maintain accurate dashboards and executive reporting covering progress, service health, risks, issues, actions, and decisions. • Drive accountability across distributed NTT DATA teams, customers, technology partners, and vendors. Incident, Risk, and Escalation Management • Coordinate major incident communications, escalation paths, customer updates, post-incident reviews, and remediation tracking. • Identify risks related to reliability, security, capacity, scope, dependencies, access, compliance, and delivery readiness. • Ensure that corrective and preventive actions have owners, due dates, evidence, and clear closure criteria. • Support transition, release, change, and service-readiness activities for Google Cloud and AI workloads. Partner Coordination and Continuous Improvement • Coordinate with Google Cloud specialists, technology partners, vendors, and customer engineering organizations when required by the engagement. • Track partner performance and contractual obligations without compromising customer service or delivery transparency. • Identify improvements in governance, operating procedures, automation, reporting, service quality, and customer experience. • Promote practical adoption of ITIL, Agile delivery, cloud operating models, and disciplined documentation. Essential Qualifications The role requires a customer-facing technology professional who can manage governance while understanding the engineering context behind cloud and AI services: • Bachelor’s degree in Information Technology , Computer Science, Engineering, Business Administration, or a related discipline. • At least 5 years of experience in technical account management, service delivery management, technical engagement management, program coordination, or a comparable customer-facing technology role. • Proven experience managing SLAs, KPIs, operational reporting, service governance, escalations, and improvement plans. • Experience coordinating cloud, infrastructure, application, data, AI, or managed-service delivery across multiple technical teams. • Working understanding of Google Cloud delivery concepts, including cloud operations, AI/ML platforms, reliability, security, and production support. • Strong stakeholder management, facilitation, written communication, presentation, analytical, and problem-solving skills. • Ability to work with international teams and communicate professionally in English with customers and technical stakeholders. • Ability to manage multiple priorities, maintain accurate action tracking, and escalate issues with evidence and recommended next steps. Preferred Qualifications • ITIL Foundation or higher, PMP, PRINCE2, Scrum, Agile, or comparable certification. • Google Cloud certification or practical experience with Google Cloud managed services and AI delivery programs. • Experience with ServiceNow, Jira, Confluence, BMC Remedy, or comparable service and delivery management platforms. • Experience supporting APAC clients or multinational organizations; English language proficiency is highly desirable. • Experience with managed services, cloud migration, AI transformation, or enterprise platform modernization. Success Measures • SLA, KPI, milestone, and reporting commitments are tracked accurately and escalated early when at risk. • Customer issues and major incidents receive timely communication, coordinated resolution, and documented preventive action. • Risks, dependencies, and decisions remain visible with accountable owners and evidence-based status. • Customer satisfaction and service quality improve through measurable governance and continuous-improvement initiatives. Workplace type : About NTT DATA NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D. Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today. Third parties fraudulently posing as NTT DATA recruiters NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us .