Why SoftwareOne?

 

SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global. 

The role

Job Summary

 

 

The Executive Engagement Manager (EEM) is a senior role within the Managed Services Operations organization, accountable for the operational health, governance, and execution of enterprise Managed Services engagements. This position serves as the primary operational and technical interface between enterprise customers and internal delivery teams, ensuring services are delivered consistently, predictably, and in alignment with contractual commitments and customer objectives.

 

The EEM owns onboarding, service stabilization, SLA performance, escalation management, and continuous operational improvement for complex enterprise environments. The role is execution-focused and delivery-oriented, providing operational leadership and accountability across Managed Services.

This role is foundational to maintaining high-quality service delivery, reducing churn driven by operational issues, and ensuring Managed Services performs as a trusted long-term partner.

 

 

Role & Responsibilities

 

Managed Services Operations Ownership

Own the end-to-end operational lifecycle for assigned enterprise Managed Services customersLead service onboarding, stabilization, and steady-state operationsEnsure consistent delivery aligned to SLAs, KPIs, and contractual obligationsAct as the accountable owner for operational outcomes and service performance

 

Service Governance & Execution

Establish and lead operational governance cadences, including service reviews and performance reportingMonitor service health across infrastructure, systems, and support operationsDrive continuous service improvement through standardization, process optimization, and corrective actionEnsure operational readiness during transitions, migrations, and major changesEscalation & Risk ManagementServe as the primary owner for operational escalationsLead cross-functional incident and issue resolution effortsIdentify systemic risks and drive preventative mitigation strategiesProvide calm, structured leadership during high-impact incidents or service disruptions

 

IT & Operations Alignment

Translate customer operational requirements into executable service delivery plansCoordinate closely with engineering, support, infrastructure, and platform teamsEnsure internal teams clearly understand service scope, responsibilities, and prioritiesMaintain alignment between customer expectations and delivered servicesExecutive Operational EngagementInterface with customer executives on service performance, operational risk, and delivery statusPresent clear, fact-based updates focused on execution, stability, and improvement—not commercial outcomesEnsure transparency, accountability, and trust through disciplined communication

 

Success Criteria

 

Measurement Approach

 

The Executive Engagement Manager is considered successful when:

Managed Services engagements demonstrate increasing stability, predictability, and operational maturityCustomers experience clear ownership and accountability for service delivery and escalationsExecutive stakeholders express confidence in Managed Services governance and executionOperational risks are identified early and addressed proactivelyService delivery enables retention, adoption, and growth through execution excellenceInternal delivery teams operate with clarity, alignment, and reduced friction

 

KPIs are evaluated qualitatively and trend-based, appropriate for a new role

Emphasis is placed on progress, maturity, and consistency, not absolute targetsSuccess is assessed through customer confidence, operational outcomes, and leadership feedbackMetrics evolve over time as the role and Managed Services organization mature

 

Organizational Alignment

 

Managed Services exists to deliver predictable, high-quality operational outcomes that customers can trust and depend on. Our goal is to operate as a true extension of our customers’ IT and operations teams, owning service delivery, anticipating risk, and consistently meeting or exceeding SLAs. The Executive Engagement Manager plays a critical role in this vision by providing senior operational ownership, executive-level alignment, and disciplined service governance across complex enterprise environments. Through proactive engagement, escalation leadership, and continuous optimization, the Executive Engagement Manager ensures service excellence translates into customer confidence, long-term retention, and sustainable revenue growth driven by service-led adoption and expansion.

 

This role will report to Chris Thomas

What we offer

Generous pay with bonus structureIndependent environment without a lot of red tape where you are empowered to make decisionsSubstantial benefits package that includes:Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions Additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical IllnessWellness plan that includes credits to premiums and employer contributions towards the savings plan of your choiceAccess to EAP and concierge servicesPre-paid legal at no costAbundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO)Employee stock purchase planLearning and development opportunities galoreTuition reimbursementAnd much more!Winning culture, inclusive environment, and friendly people all over the worldA remote-friendly organization, with colleagues working remotely either part or full-time 

As a culture first organization, being together is how we learn and grow. We come together in-person at least 3 days for collaboration, support, and to have some fun. Where there is no physical location, we give all our employees an equal cultural experience through a remote setting.

What we need to see from you

What you offer

 

Minimum Requirements

 

Education level:

Bachelor in computer science or equivalent work experience.

 

Years of experience:

13+ years of professional experience in enterprise IT leadership, technical relationship management, and service delivery roles

 

Specific skills.

Technical & Operational SkillsEnterprise IT operations and infrastructure managementLarge-scale BPO / contact center operations (8,000–10,000+ agents)Experience with enterprise Network and telephony systems

 

Personal characteristics.

Strong ability to build trust, relationships, and partnershipsHighly effective communicator with ability to influence and negotiateComfortable working independently and managing complex stakeholder relationshipsStructured, accountable, and execution-focusedCalm and decisive during escalations and high-impact situations
Job Function

Software & Cloud
Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com.   

Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.  

  

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.  Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.