Engagement Director

About HCLTech

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

HCLTech is seeking a senior Engagement Director to lead a strategic insurance customer engagement in Brazil. The role carries end-to-end accountability for customer success, delivery excellence, operational governance, talent strategy, financial performance, transformation and long-term engagement growth.

About the Role:

The successful candidate will serve as the senior in-country HCLTech leader for the customer, combining executive relationship management with strong delivery rigor. The role requires someone who can lead a large, multidisciplinary services organization while shaping and governing capability build-up, managed services evolution and Build-Operate-Transfer (BOT) commitments as part of the wider engagement lifecycle.

Key Responsibilities

Customer and Engagement Leadership

• Serve as the primary customer-facing delivery executive and senior HCLTech representative for the engagement.
• Build trusted relationships with senior business and technology stakeholders; lead governance, service reviews and escalations.
• Own customer satisfaction, stakeholder confidence and the overall health and strategic direction of the engagement.

Delivery and Operational Excellence

• Own end-to-end delivery across application development, maintenance, support, quality engineering, service management and governance.
• Ensure contractual, SLA, quality, risk and compliance commitments are met; drive stability, engineering excellence, automation and continuous improvement.
• Build and lead the local delivery organization, including workforce planning, hiring, retention, succession and leadership development.

Organization and Talent Leadership

• Build, scale and lead a high-performing local delivery organization in Brazil.
• Own workforce planning, hiring, onboarding, retention, succession and leadership development.
• Create a culture of accountability, collaboration, learning and customer centricity.

Financial and Commercial Accountability

• Own revenue, margin, forecasting, productivity and delivery economics.
• Drive operational efficiency and partner with account leadership on qualified growth opportunities.
• Balance customer outcomes with commercial and contractual discipline.

Transformation and BOT Operating Model

• Shape and govern capability build-up, service transition and operating model evolution alongside steady-state delivery.
• Understand BOT design considerations including organization structure, talent ownership, knowledge transfer, process maturity, controls, tooling, service acceptance and transfer readiness.
• Ensure BOT milestones are integrated into the overall engagement plan and do not become a disconnected transition workstream.
• Drive the evolution from capacity-led delivery toward mature, outcome-oriented managed services where relevant.
• Maintain service continuity and customer confidence through build, operate, stabilization and transfer phases.
• Ensure that knowledge, documentation, processes, governance and leadership capability are designed for sustainable transfer, not assembled only at the end.

Strategic Growth and Partnership Value

• Identify opportunities to deepen the customer relationship and expand HCLTech relevance.
• Bring new ideas across engineering, automation, AI-enabled delivery, service modernization and operating model improvement.
• Translate customer priorities into an actionable engagement roadmap with measurable business and service outcomes.
• Position the engagement as a strategic partnership rather than a resource-supply arrangement.

Qualifications

• Strong experience in IT services, consulting, managed services or enterprise technology delivery.
• Senior customer-facing delivery or engagement leadership roles.
• Proven experience leading a large strategic customer engagement and multidisciplinary delivery organization.
• Strong executive stakeholder management, governance and escalation leadership.
• P&L or substantial revenue, margin, forecasting and productivity accountability.
• Experience driving transformation or operating model change while maintaining business-as-usual delivery.
• Practical exposure to at least one of the following: BOT, GCC/captive setup, major service transition, vendor consolidation, managed services transformation or creation of a local delivery organization.

Habilidades Necessárias

• Brazil or Latin America delivery leadership experience.
• Portuguese proficiency with strong English communication skills.
• Experience in application services, quality engineering and IT service management within a global, multi-vendor environment.
• Experience working across global teams, cultures, time zones and multi-vendor ecosystems.

Equality & Opportunity for All

Representing 165 nationalities worldwide, we are proud to be an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, religion, sex, color, age, national origin, pregnancy, sexual orientation, disability or genetic information, or any other protected classification, in accordance with federal, state and/or local laws.

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