Engagement Manager
- London, United Kingdom
- Customer Experience
- Posted 3 days ago
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Strength in Trust
OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‑Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society.
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
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Act as the senior delivery sponsor for strategic and complex customer engagements.
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Lead executive governance across assigned accounts, including Steering Committees, governance forums and senior stakeholder reviews.
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Identify delivery, commercial and relationship risks early, and drive clear action to contain them.
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Lead major escalations and support recovery planning on at-risk engagements, balancing customer outcomes, delivery feasibility and margin discipline.
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Provide continuity across Professional Services delivery, expansion activity and renewal planning on strategic accounts.
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Partner closely with Project Managers to support delivery decision-making without taking over day-to-day project execution.
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Work with Customer Success and Sales to align delivery plans with account priorities, customer outcomes and growth opportunities.
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Support services shaping for large or strategic opportunities by bringing delivery insight into scoping, governance and execution approach.
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Serve as the senior OneTrust delivery point of contact for partner-led programs, ensuring clear governance, escalation paths and working models.
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Coach delivery teams on executive communication, stakeholder management and escalation prevention.
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Contribute to continuous improvement initiatives across Professional Services by sharing lessons learned, delivery patterns and practical recommendations.
Your Experience Includes
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6+ years’ experience leading Professional Services, enterprise software delivery, or strategic consulting roles supporting complex customer implementations.
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Bachelor’s degree in a relevant discipline, or equivalent practical experience.
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Strong experience working with complex enterprise customers in fast-moving, high-accountability delivery environments.
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Proven ability to lead senior stakeholder conversations, including executive and C-suite audiences.
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Experience handling major escalations and driving recovery actions across cross-functional teams.
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Strong commercial judgement, with the ability to balance customer value, delivery risk and margin considerations.
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Excellent communication, influencing, presentation and negotiation skills.
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Strong understanding of enterprise delivery governance and how to translate business outcomes into practical delivery decisions.
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Experience building effective working relationships across services, sales, customer success, product and partner teams.
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Domain depth in one or more OneTrust solution areas such as Privacy, AI Governance, Risk or CMP is preferred.
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Relevant programme, project or agile certifications such as PMP, PRINCE2, MSP or Agile are beneficial.
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Bachelor’s degree in a relevant discipline, or equivalent practical experience
Where we Work
We are embracing an office-first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.
Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this with your recruiter during your first interview.
Benefits
As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity RSUs, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.
Resources
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Your Data
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