Head of Engagement Management

Colibri Digital forms part of the Nasstar group, providing customers with cloud and digital native engineering services. Colibri has core strengths in Data, Software and AI engineering, with repeated, proven delivery of tangible business outcomes across these domains. The Head of Engagement Management at Colibri Digital is a key leadership role responsible for ensuring the successful delivery of client engagements. This role is pivotal in managing customer relationships, ensuring high-quality execution of projects, and driving the delivery excellence of our project and managed services. The role manages our Engagement Managers who provide project management, delivery management and product management capabilities. This role is critical to the enablement of engineering teams and requires a good level of technical knowledge in order to work successfully with cross-functional teams, including Engineering, Sales and Pre Sales. Engaged in the sales process this role will help assure delivery feasibility, balance client delivery and ensure customer success. The Head of Engagement Management will be part of the Senior Leadership Team, contributing to the overall growth and success of Colibri. This person will bring ideas to continuously evolve and improve our service delivery and own key initiatives linked to their role within Colibri. Key Responsibilities Customer & Stakeholder Management Build and maintain trusted relationships with key clients, ensuring delivery aligns with their strategic priorities. Serve as the senior escalation point for client engagement or delivery issues, resolving them promptly. Communicate clearly between senior leadership, delivery teams, and external stakeholders to ensure alignment. Monitor client satisfaction and take proactive steps to support retention and advocacy. Promote collaboration across teams to ensure consistent, high-quality delivery. Delivery Excellence Lead the adoption of best-practice delivery frameworks, ensuring consistency across all engagements. Translate business goals into actionable delivery plans with measurable outcomes. Use data and feedback to track performance and identify areas for continuous improvement. Maintain and evolve delivery processes, tools, and templates to enhance quality and efficiency. Foster a culture of collaboration, learning, and shared accountability across delivery teams. Delivery Management (Risk & Quality) Oversee overall project health, ensuring timelines, budgets, and quality standards are met. Identify, manage, and mitigate project risks, issues, and dependencies. Maintain strong project governance, including risk logs, quality checks, and action tracking. Balance staff utilisation and workload planning to meet business and client needs. Ensure transparent reporting, keeping stakeholders informed and decisions documented. Project Management Offering Develop and expand project management service offerings, integrating AI and data-driven insights. Define and maintain governance, frameworks, and metrics to ensure consistent delivery quality. Lead innovation programs to pilot and scale AI-enabled project management tools and practices. Analyse performance and feedback to drive targeted service improvements. Monitor industry trends and recommend strategic investments to strengthen competitive advantage. Commercial Acumen Oversee financial performance, including revenue growth, profitability, and utilisation, ensuring alignment with strategic goals. Lead the creation and management of project budgets, forecasts, and cost controls to maximise efficiency and savings. Ensure proposals, bids, and statements of work are commercially sound, competitive, and aligned with client and business objectives. Maintain consistent financial governance by reviewing project financials, analysing variances, and implementing corrective actions. Partner with project managers to monitor financial health throughout each project’s lifecycle. Service Evolution (Continuous Improvement) Drive a culture of continuous improvement, encouraging reflection and innovation in delivery methods. Lead reviews of delivery processes to identify efficiencies and better client outcomes. Promote the use of emerging tools and technologies to enhance services. Encourage sharing of lessons learned and best practices across teams. Measure the impact of service enhancements on business performance and client success. Coaching & Development Lead talent development, including mentoring, training, and structured career progression for delivery teams. Foster a positive, high-performance culture built on collaboration, feedback, and shared success. Oversee capability tracking and align skill development with business needs and career aspirations. Manage team operations including recruitment, performance reviews, and resource allocation. Support leadership and professional growth through targeted development programs and certifications. Overview of role based Performance KPI’s: Engagement Delivery Success: Oversee delivery risks management, ensuring projects delivered on time, within scope, and on budget Utilization & Efficiency: Optimize billable utilization balancing internal innovation and team development Customer Satisfaction: Maintain a high Customer Satisfaction score (cSAT) and positive client feedback Innovation and Delivery Excellence: Improve or develop existing methodologies, AI-enabled tooling and processes, metrics & dashboards as well as overall delivery framework Go-to-Market services: Define new and refine existing service offerings for engagement management (Project, Product and Delivery) Growth of the Engagement Management Team: Profitably grow the Engagement Management team whilst building capability Sales contribution: As a senior client facing leader, contribution to winning renewal and extension work with existing clients is a key lever for Colibri’s growth Skills, Knowledge and Expertise Proven Consulting Delivery Leadership: Minimum 8 years in senior roles overseeing complex project portfolios within Data, AI, or Technology services, with responsibility for business-critical outcomes.​ Commercial and Financial Stewardship: Demonstrated experience owning P&L or practice budgets exceeding £10M, with evidence of improving profitability, utilisation, or cost efficiency by at least 10%.​ Advanced Client Stakeholder Engagement: History of building senior client relationships, maintaining satisfaction, and achieving account growth of at least 20%.​ Comprehensive Project & Program Management: Formal certification or advanced application of Agile, PMI, PRINCE2 or similar, with 90%+ of projects delivered on time and to budget.​ PMO and Delivery Governance Expertise: Led establishment and ongoing management of PMO functions, ensuring audit compliance and uniform delivery standards.​ Team Leadership & Talent Development : Managed and developed teams of 20+ professionals, implementing structured career pathways, and achieving high-performance retention rates.​ Operational and Process Excellence : Delivered significant process improvements that reduced cycle time or delivery costs by 10% or more.​ Consulting Business Acumen: Deep operational knowledge of resource allocation, commercial models, and performance metrics in consulting/professional services contexts.​ Data-Driven Decision-Making: Utilised analytics and metrics to manage delivery performance, with regular reporting to executive level and evidence of informed course correction.​ Risk & Quality Management : Evidenced ability to anticipate and mitigate delivery risks, resulting in project risk rating improvements or reduction in unplanned changes.​ Service Design and Offering Innovation: Developed and launched new data, AI, or technology-driven services, leveraging internal and market insights.​ Strategic Change Leadership and Communicator: Successfully led cross-functional transformation projects impacting multiple teams or regions. Expert communicator, able to manage executive-level forums and briefings, and represent delivery interests credibly at SLT level.​ Performance Management & Accountability: Drove achievement of key KPIs including margin, client satisfaction (NPS 8/10+), and team utilisation above benchmark targets. Why working at Colibri is so fantastic. We offer a highly competitive package Work on exciting, high-impact cloud projects across multiple industries. Be part of a highly skilled, collaborative team passionate about cloud innovation. Access to ongoing training, certifications, and career development opportunities. A culture that values technical excellence, customer success, and continuous learning. Be part of a team that’s passionate about delivering customer value through cloud technologies and continuous innovation