Client Engagement Manager

Role - Client Partner - Public SectorExperience - 10+ yrsLocation - Dunedin, NZAs a Client Engagement Manager at HCLTech, you will be responsible for managing and nurturing client relationships within a designated named account. Your role will extend beyond strategic advisory to actively managing Service Delivery, ensuring that all services meet the client’s needs, quality standards, and performance expectations. You will also be accountable for forecasting and planning for future demand resulting from growth and new projects, ensuring capacity is appropriately aligned.

Additionally, you will manage the revenue and costs associated with the account, optimizing value delivery within budget constraints. Your contributions will drive client satisfaction and ensure HCLTech’s continued success and growth in the account. Key Responsibilities: Client Relationship Management: Develop and maintain strong, long-term relationships with key stakeholders within the client’s organization. Act as the primary point of contact for all client engagements, ensuring clear, consistent communication and alignment with client expectations. Understand the client’s business, goals, and pain points, serving as a trusted advisor and advocate for their needs. Account Growth & Opportunity Management:

Identify and drive opportunities for HCLTech’s services and solutions to expand within the account, including new projects, services, and offerings. Develop and execute strategic account plans aimed at growing HCLTech’s footprint and revenue within the account. Work with sales, marketing, and technical teams to develop tailored proposals and solutions that align with the client’s evolving needs. Revenue & Profitability Management: Oversee the management of revenue within the account, ensuring that projects and services align with profitability goals. Work with internal teams to forecast and manage financial targets, ensuring delivery within budget and identifying opportunities for cost optimization.

Client Satisfaction & Performance Monitoring: Continuously monitor and assess client satisfaction levels, ensuring that services and solutions are meeting or exceeding expectations. Lead service reviews, ensuring that performance metrics, KPIs, and SLAs are tracked and reported accurately to the client. Resolve any service-related issues or concerns promptly, ensuring the delivery of high-quality solutions. Service Delivery Management: Ensure the successful and timely delivery of IT services, meeting or exceeding client expectations in terms of quality, performance, and outcomes. Accountable for the quality and performance of services delivered, ensuring they meet established service levels, KPIs, and SLAs.

Proactively address and resolve any service-related issues to maintain service excellence. Ensure that service delivery aligns with the client’s business goals, driving innovation, efficiency, and cost-effectiveness. Work with internal teams to understand future demand and project requirements, factoring this into capacity plans and ensuring resources are adequately prepared to handle growth. Cost & Resource Management: Manage and control costs associated with delivering IT services, ensuring alignment with the client’s budgetary constraints. Monitor resource utilization, identifying areas for improvement to optimize both internal and external resources.

Develop and implement strategies to balance cost control with the need to meet client expectations and deliver service excellence. Cross-functional Collaboration: Work closely with internal teams such as sales, delivery, operations, and support to ensure that client requirements are met with quality and on time. Facilitate workshops, client meetings, and presentations to ensure that all stakeholders are aligned with the client’s objectives and HCLTech’s offerings. Key Requirements: Experience: 5+ years of experience in client relationship management, account management, or service delivery roles, preferably in the IT services or technology sector.

Proven track record of successfully managing and growing accounts, with a focus on both relationship building and service delivery excellence. Experience in managing the delivery of IT services - Applications and /or Infrastructure teams , with a focus on quality assurance, cost management, resource optimization, and profitability. Strong virtual infrastructure and software knowledge, with an ability to manage complex IT environments. Excellent understanding and experience of Agile and traditional delivery models. Relevant certifications such as ITIL V3 and PMP/Prince 2. Proven leadership skills with examples of upskilling and developing team members to enhance performance.

Capable of leading multi-geography, distributed teams, ensuring cohesive collaboration and alignment across different locations. Education & Qualifications: Bachelor's degree in Business, IT, or a related field (preferred). Relevant certifications or qualifications in service delivery, account management, client engagement, or project management are a plus.