Senior Manager of Customer Engagement

Job Summary

Leading a global team, the full-time Senior Manager of Customer Engagement will manage business relationships and escalation governance remotely, ensuring seamless service delivery and proactive engagement across IT Support Services for US and international operations.

Key responsibilities:

• Establish and operationalize a structured customer engagement model with defined governance and accountability frameworks
• Lead end-to-end escalation management, ensuring timely resolution of high-severity incidents and implementing proactive strategies
• Act as a bridge between business and IT, translating operational needs into technology priorities and driving adoption of ITSS capabilities

Required qualifications:

• Deep experience in incident/escalation management and IT service operations (ITSM)
• Proven stakeholder management and executive communication skills
• Experience leading global, distributed teams
• Ability to drive change adoption and influence without authority
• Data-driven mindset focused on continuous improvement and customer experience