Engagement Lead

INDEGENE LIMITED•Massachusetts, MA

2d•$160,000 - $180,000

About The Position

The Engagement Lead serves as the onshore strategic partner and primary client contact, with responsibility for end-to-end engagement governance, service delivery excellence, and operational transformation. The role combines client management, strategic thinking, and operational leadership to drive quality delivery, foster a collaborative team culture, and meet or exceed business expectations. The Engagement Lead oversees account management and engagement governance, shapes service delivery strategy and transformation roadmaps, and manages engagement-level risks and escalations. The role provides direction to onsite and offshore teams, leads operational readiness planning, and oversees process and resource management, compliance, performance improvement, and delivery governance. The position also leads team development and resource planning across onshore and offshore locations, establishes and monitors KPIs, guides root cause analysis, and ensures documentation and knowledge management throughout project delivery.

Requirements

10–15+ years of experience in client engagement, consulting, program management, or service delivery leadership roles.
Experience working with global biopharmaceutical, agency, or healthcare clients.
Strong understanding of digital transformation, operating model design, and large-scale delivery governance.
Proven success managing cross-functional teams across onshore/offshore and multi-vendor environments.
Expertise in process optimization, operational readiness planning, and change management methodologies.
Demonstrated ability to influence senior stakeholders and drive strategy in complex, matrixed environments.
Excellent analytical, communication, and executive presentation skills.
Ability to thrive in fast-paced, dynamic, high-impact client engagements.

Nice To Haves

Master’s degree in Business Administration, Management, Life Sciences, Information Technology, or a related field.
Experience with project management tools and frameworks such as Agile, Lean, Six Sigma, or PMP certification.

Responsibilities

Serve as the onshore single point of contact for the client and oversee account management and engagement governance.
Act as a strategic thought partner to the client, applying industry knowledge, insights, and an entrepreneurial mindset.
Define service delivery strategy and transformation roadmaps aligned with client needs, industry best practices, and emerging technologies.
Manage and mitigate engagement-level issues and risks, serving as the escalation point for moderate- to high-complexity challenges.
Provide oversight and direction to onsite and offshore teams to align project execution with business requirements.
Drive high-quality project delivery and ensure timelines, budgets, and client satisfaction targets are met.
Lead operational readiness planning, evaluate delivery needs, and implement required service changes.
Oversee engagement processes and resource management, including operational structures and future-capacity planning.
Ensure compliance with quality processes, contractual obligations, data security, legal requirements, and organizational policies.
Implement mechanisms to improve operational performance and adherence to quality standards.
Build, develop, and manage a high-performing team across onshore and offshore locations.
Oversee resource planning, hiring, talent development, succession, and retention strategies.
Foster accountability, collaboration, and continuous improvement across the engagement.
Identify training and upskilling needs and ensure team members complete required training and follow internal systems and processes.
Review delivery performance data, identify improvement opportunities, and implement best practices.
Guide root cause analysis and ensure issues are addressed with actionable, sustainable solutions.
Set up and monitor KPIs to support client and business outcomes.
Ensure appropriate documentation and knowledge management across project stages and stakeholder groups.