Engagement Manager

Job Description

The Engagement Manager for the Singapore Public Sector provides executive-level delivery leadership and end-to-end operational ownership across complex government and public agency client engagements. Serving as the primary technical delivery anchor, this role bridges Professional Services (PS) projects and Managed Services (MS) operations. Working hand-in-hand with commercial Account Owners, the Engagement Manager drives technical relationships, leads executive escalation resolution, ensures compliance with public sector frameworks, and guarantees operational excellence.

Key Responsibilities

• Technical Relationship Leadership: Own the senior technical relationship with government agency stakeholders, key decision-makers, and agency IT leadership to build trust and ensure strategic alignment.
• Executive Escalation Handling: Act as the ultimate delivery point of escalation, resolving complex operational, technical, and service delivery issues at executive levels with diplomacy and urgency.
• Public Sector Governance & Compliance: Direct engagement execution in compliance with Singapore Public Sector standards (e.g., Government Commercial Cloud / GCC, IM8, and statutory security policies).
• End-to-End Delivery Ownership: Oversee combined PS project delivery and MS service operations across a portfolio of Public Sector accounts.
• Commercial Collaboration: Partner with commercial Account Owners ("Farmers") to identify expansion opportunities, advise on agency growth strategies, and translate public sector requirements into scalable delivery models.
• Financial & Delivery Execution: Maintain billable utilization, drive gross margin enhancement, and direct resource allocation for multi-cloud initiatives.
• Contract Management: Safeguard Ollion’s interests by managing contractual scope, SLAs, and obligations; prevent scope creep, enforce compliance, and ensure delivery commitments are met across multi‑agency engagements.

Success Metrics

• Billable Utilization: Achieve 80% target billability (reflecting increased executive engagement leadership).
• Executive CSAT & Relationship Health: High client satisfaction and trust scores from Singapore Public Sector executive stakeholders.
• Portfolio Gross Margin: Maintain or exceed target delivery profitability across assigned PS and MS accounts.
• Escalation Resolution Time: Swift, effective resolution of C-level and director-level escalations.
• Government SLA & Security Compliance: 100% adherence to public sector SLAs, security guidelines, and compliance frameworks.
• Account Expansion Support: Surface technical growth paths to the Account Owner for project extensions.

Qualifications

Expertise you bring

• Experience: 6–9+ years of progressive experience in IT consulting, technical delivery, or account management.
• Singapore Public Sector Expertise: Proven experience delivering cloud services to Singapore Government ministries, statutory boards, or public sector agencies (familiarity with GCC and IM8 preferred).
• Senior Technical & Escalation Ownership: Direct experience managing technical relationships and resolving high-stakes executive-level delivery escalations.
• Dual PS & MS Delivery Mastery: Demonstrated background leading both project consulting and ongoing operational service delivery in multi-cloud environments (AWS, GCP).
• Financial & Operational Acumen: Mastery over P&L, engagement margins, resource forecasting, and contract execution.

Preferred Qualifications

• Certifications: PMP, ITIL v4, AWS/GCP professional certifications, or public sector governance credentials.
• Security Clearance: Existing Singapore government security clearance or eligibility for clearance.

Key Competencies

• Executive Gravitas: Ability to build trust and navigate matrixed government hierarchies and C-level expectations.
• Conflict Resolution: Diplomatic negotiation skills for managing high-pressure situations and complex contract terms.
• Technical Depth: Sufficient cloud architecture depth (AWS/GCP) to guide technical teams and communicate confidently with government CTOs/CIOs.
• Strategic Execution: Balancing long-term government transformation agendas with disciplined operational execution.