Engagement Center Director

What is the project, and why should you care?

Symphony Solutions is a Cloud and AI-driven IT company headquartered in the Netherlands. We are a premier software provider of custom iGaming, Healthcare, and Airline solutions. Devoted to delivering the highest quality of service, we offer our expertise in full-cycle software development, cloud engineering, data and analytics, AI services, digital marketing orchestration, and more. Since our founding in 2008, Symphony Solutions has been serving many international clients primarily in Western Europe and North America.

We are seeking a dynamic and results-driven Engagement Center Director to lead and grow our Managed Services Engagement Center, which includes 24/7 IT Support (L1, L2, L3), DevOps and Infrastructure Services, and Data Engineering Solutions. This leadership role combines technical acumen, operational excellence, and business development, with accountability for client satisfaction, team performance, revenue growth, and gross margin optimization.

You will be an excellent fit for this position if you have:

Technical Background:

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field.
• 10+ years of experience in IT services, with at least 5 years in a senior leadership role within Managed Services.

Leadership & Business Acumen:

• Experience managing large cross-functional technical teams across time zones.
• Proven success in client-facing roles, technical pre-sales, and managed services delivery.
• Proven experience in client relationship management, business development, and growing service-based revenue streams.

Business Development Experience:

• Solid understanding of financial management – P&L ownership, margin planning, and revenue accountability.
• Demonstrated success in upselling and expanding existing accounts.
• Deep understanding of pricing models, proposal development, and contract negotiation in the context of managed services.
• Strong track record of business development within a technical services environment — including identifying new opportunities, qualifying leads, and crafting winning service proposals.

Here are some of the things you’ll be working on:

Operational Leadership:

Lead and manage day-to-day operations of the Engagement Center.

Client Engagement & Business Development:

• Act as the executive point of contact for key clients, ensuring satisfaction, retention, and growth.
• Identify upsell/cross-sell opportunities within existing accounts and collaborate with sales/pre-sales teams for new business acquisition.
• Translate client needs into actionable solutions and custom engagements leveraging the Managed Services portfolio.
• Participate in discovery calls and client workshops to uncover underlying needs, assess managed services suitability.
• Assemble a pre-sales team for RFPs and proposal preparation and presentations.
• Work closely with Marketing Team to define, position, and launch new Managed Services offerings.
• Provide technical input and validation for marketing collateral, service catalogs, case studies, solution briefs.
• Collaborate on go-to-market strategies by identifying market trends, competitive differentiators, and client pain points.

Financial Management:

• Own the P&L for the Engagement Center including revenue, cost management, gross margin, and forecasting.
• Develop and execute business plans to meet financial targets and growth objectives.

Team Management:

• Oversee hiring, training, resource planning, and performance management.
• Serve as a trusted advisor and escalation point for SDMs, providing guidance on complex delivery issues, client communications, resourcing, and performance improvement.
• Drive alignment between SDM priorities and overall Engagement Center strategy, making sure tools, training, and processes are in place to support frontline leaders.