Engagement & Delivery Lead

About Ascendion Ascendion is a leader in AI-Native platform driven software engineering company that underwrites outcomes, helping businesses innovate faster, smarter, and with greater impact. We partner with Global 2000 clients across North America, UK, Europe, and APAC to solve complex challenges in data, experience design, software product engineering, and workforce transformation. Powered by expert engineers, thousands of AI agents, and our Engineering to the Power of AI™ (EngineeringAI) method, we deliver measurable outcomes that build trust, unlock value, and accelerate growth. Learn more at ascendion.com
Ascendion | Engineering to elevate life We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us: - Build the coolest tech for world's leading brands - Solve complex problems – and learn new skills - Experience the power of transforming digital engineering for Fortune 500 clients - Master your craft with leading training programs and hands-on experience
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About the Role The Engagement & Delivery Lead owns the end-to-end health of the AMS service: SLA performance, client relationship and commercial outcomes. Working alongside the Client Partner, who owns the overall account relationship, and a Service Delivery Manager (SDM) from Ascendion's Platform Operations service line, who manages service operations, they are Ascendion's single point of accountability for delivery to the client's application and IT leadership. The engagement is contracted on service levels and outcomes, not headcount. The role exists to run a stable, measurable service day to day while driving continuous improvement, automation and cost reduction over the contract term.
Job Title: Engagement & Delivery Lead
Key Responsibilities: - Service delivery and SLA management Own delivery against contracted service levels: incident response and resolution, problem management, availability, and enhancement throughput. - Run the AMS operating rhythm with the Platform Operations SDM: daily service stand-ups, weekly service reviews, monthly service reports and quarterly business reviews. - Manage major incidents and escalations through to resolution and root-cause closure. - Oversee ITIL processes (incident, problem, change, release, knowledge) across the application portfolio, using the client's ITSM tooling. - Maintain the RACI and scope boundaries with the client and third-party vendors, and resolve demarcation disputes quickly. - Transition and steady state Lead or support knowledge transition from incumbent providers, including shadow and reverse-shadow phases and exit criteria sign-off. - Stabilise the service post-transition and baseline ticket volumes, backlog and SLA performance. - Client and stakeholder management Act as the primary Ascendion delivery contact for client application owners, service management and IT leadership. - Chair or attend governance forums, from operational reviews to executive SteerCo. - Partner with the Client Partner on account strategy, relationship planning and executive engagement, positioning Ascendion for renewal and scope expansion. - Commercial and financial management Manage engagement P&L, margin, forecasting and invoicing against the contract and SOW. - Track service credits, earn-backs and change requests; manage scope change through formal commercial control. - Identify and shape growth opportunities with the Client Partner. - Continuous improvement Deliver the year-on-year productivity and cost-reduction commitments in the contract. - Drive ticket reduction through problem elimination, automation, shift-left and AI-enabled support. - Report improvement benefits in measurable terms to the client. - People and team leadership Lead a distributed onshore/offshore team, including application leads and service managers. - Plan capacity, skills and coverage to meet SLAs without over-resourcing. - Develop team capability across the application stack, and manage performance and retention.
Minimum Qualifications: - Essential experience 12+ years in IT services, with at least 5 years leading Application Management Services (AMS) engagements in a delivery or engagement lead role. - Delivery leadership within the BFSI sector (banking, financial services or insurance), including working to BFSI regulatory, audit, data protection and operational resilience requirements. - Proven ownership of an outcome-based or SLA-driven AMS contract, including service credits, KPIs and contractual reporting. - Hands-on experience of the full AMS lifecycle: transition, stabilisation, steady state and continuous improvement. - Led multi-application portfolios (5+ applications) with delivery teams of 30+ people. - Strong ITIL service management background: incident, problem, change and major incident management. - Engagement P&L accountability, including margin management, forecasting and commercial change control. - Worked in partnership with a Client Partner and a service line SDM or service manager, with client-facing governance up to CIO / IT Director level. - Delivered measurable productivity gains through automation, ticket reduction or shift-left. - Desirable experience Insurance domain depth, such as specialty, commercial lines or reinsurance. - AMS experience on typical BFSI platforms: core policy or banking systems, CRM, RPA and document management. - Experience with global BFSI clients operating from India-based captives or delivery centres. - Taking over a service from an incumbent provider, including multi-vendor environments. - Applying AI and GenAI to support operations (AIOps, intelligent triage, knowledge automation). - ITIL 4 certification; - PMP, PRINCE2 or SAFe an advantage. - Skills and behaviours Service mindset: treats SLAs and client experience as non-negotiable, and anticipates issues before they escalate. - Calm under pressure: leads major incidents and difficult client conversations with clarity. - Commercial acumen: balances client value with engagement margin, and recognises scope creep early. - Executive communication: turns service data into clear, concise insight for senior audiences. - Data-driven: uses ticket analytics and trends to target improvement. - Influence without authority: works across client teams, third-party vendors and internal Ascendion functions, including the Platform Operations service line. - Team builder: develops people, builds bench strength and keeps distributed teams engaged.
Location: Bangalore
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