Engagement Manager
The Challenge
OneTrust’s most strategic and complex customers need senior delivery sponsorship that sits above day-to-day project execution, steering the delivery to successful execution within time to go live targets. As our portfolio grows in scale and visibility, Professional Services needs experienced leaders who can provide executive-level governance across strategic accounts, strengthen customer confidence and help delivery teams navigate complexity without losing speed or control.
Your Mission
As an Engagement Manager, you are the senior delivery sponsor for strategic customer engagements. You provide governance, executive alignment and escalation leadership across complex implementations so customers can achieve value faster and with fewer delivery risks.
You work alongside Project Managers, Customer Success, Services Sales and partners to keep delivery aligned to scope, product capability, business outcomes and account strategy. You do not own day-to-day project management, adoption or renewals. Your role is to bring senior judgement, executive presence and cross-functional leadership where it matters most.
Key Responsibilities
Act as the senior delivery sponsor for strategic and complex customer engagements.
Lead executive governance across assigned accounts, including Steering Committees, governance forums and senior stakeholder reviews.
Identify delivery, commercial and relationship risks early, and drive clear action to contain them.
Lead major escalations and support recovery planning on at-risk engagements, balancing customer outcomes, delivery feasibility and margin discipline.
Provide continuity across Professional Services delivery, expansion activity and renewal planning on strategic accounts.
Partner closely with Project Managers to support delivery decision-making without taking over day-to-day project execution.
Work with Customer Success and Sales to align delivery plans with account priorities, customer outcomes and growth opportunities.
Support services shaping for large or strategic opportunities by bringing delivery insight into scoping, governance and execution approach.
Serve as the senior OneTrust delivery point of contact for partner-led programs, ensuring clear governance, escalation paths and working models.
Coach delivery teams on executive communication, stakeholder management and escalation prevention.
Contribute to continuous improvement initiatives across Professional Services by sharing lessons learned, delivery patterns and practical recommendations.
Your Experience Includes
6+ years’ experience leading Professional Services, enterprise software delivery, or strategic consulting roles supporting complex customer implementations.
Bachelor’s degree in a relevant discipline, or equivalent practical experience.
Strong experience working with complex enterprise customers in fast-moving, high-accountability delivery environments.
Proven ability to lead senior stakeholder conversations, including executive and C-suite audiences.
Experience handling major escalations and driving recovery actions across cross-functional teams.
Strong commercial judgement, with the ability to balance customer value, delivery risk and margin considerations.
Excellent communication, influencing, presentation and negotiation skills.
Strong understanding of enterprise delivery governance and how to translate business outcomes into practical delivery decisions.
Experience building effective working relationships across services, sales, customer success, product and partner teams.
Domain depth in one or more OneTrust solution areas such as Privacy, AI Governance, Risk or CMP is preferred.
Relevant programme, project or agile certifications such as PMP, PRINCE2, MSP or Agile are beneficial.
Bachelor’s degree in a relevant discipline, or equivalent practical experience