Engagement Recovery Manager

Required Qualifications 

Experience 

• 12+ years of progressively complex delivery experience in technology professional services or infrastructure services 
• Demonstrated history of recovering or stabilizing distressed, complex, or politically sensitive engagements — from the inside, as a delivery leader 
• Experience leading engagements with $10M+ in revenue, multi-site deployments, and cross-functional delivery teams 
• Track record as a senior delivery authority — someone others defer to when an engagement is in trouble 
• Background in a services organization: VAR, systems integrator, managed services, or comparable multi-tower infrastructure delivery environment 
• Familiarity with enterprise delivery platforms: ServiceNow, Clarity PPM, Tableau, SmartSheet, or Salesforce 
• Hands-on experience with AI-augmented delivery: LLMs for risk analysis, automated status generation, or similar 

 Technical & Delivery Competencies 

• Expert command of critical path methodology, integrated scheduling, and multi-workstream coordination 
• Deep knowledge of delivery governance: steering committee design, RACI frameworks, escalation protocols, and change control 
• Financial management proficiency: GP tracking, resource forecasting, cost-to-complete, SOW and change order management 
• Strong understanding of infrastructure, data center, networking, cloud, and security technology delivery environments 

 Leadership & Interpersonal Competencies 

• Exceptional presence with internal leadership — credible and direct with regional teams, VPs, and Sales and Account executives 
• High tolerance for ambiguity; thrives in situations where the right path is not yet defined 
• Establishes credibility rapidly with stressed, disengaged, or resistant delivery teams 
• Delivers difficult assessments with clarity and professionalism  
• Strong diagnostic instincts — separates symptoms from root causes quickly and without bias toward the obvious 

 Education & Certifications 

• Bachelor’s degree required; MBA or advanced degree in technology management preferred 
• PMP, PgMP, or equivalent advanced delivery certification strongly preferred 
• PMI-RMP (Risk Management Professional) a plus 
• Agile/SAFe or ITIL certifications may supplement but do not substitute for core delivery depth 

Engagement Model 

ERMs are deployed based on engagement need, not account assignment. Engagements are initiated by Delivery Excellence leadership in coordination with regional and account sponsors. This may involve: 

• Crisis recovery: embedded full-time for 60–180 days within a delivery team to stabilize a failing engagement 
• Launch architecture: establishing governance and accountability structures for a new high-risk or high-complexity engagement before delivery begins 
• Portfolio oversight: internal governance and leadership reporting across a cluster of complex accounts within a region 
• Interim delivery lead: acting internal delivery authority during leadership gaps or transitions 

Travel up to 25% is expected for on-site engagement with delivery teams during critical recovery phases. The majority of work is conducted remotely in coordination with internal teams. 

Why This Role 

This is a rare opportunity to do the most consequential work in WWT’s delivery organization — fixing engagements that are broken, building structure where none exists, and leaving delivery teams more capable than you found them. You will not be managing process. You will be rebuilding it. 

You will have direct access to Delivery Excellence leadership, meaningful input into how the practice evolves, and autonomy to apply your expertise without bureaucratic constraint. If you have spent your career mastering the craft of delivery and want to put that mastery to work at its most challenging — this is that role. 

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $175,000.00 to $230,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees: 

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program 
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement 
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement 
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program 

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All! 

If you have any questions or concerns about this posting, please email [email protected]. 

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Why WWT

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does for our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits, and by delivering cutting-edge technology solutions for our clients.  

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution, and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.  

With over 14,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all. 

Want to work with highly motivated individuals on high-performance teams? Join WWT today! 

What is the Solutions Consulting & Engineering Team and why join?

Solutions Consulting & Engineering is an organization that is customer-focused and solutions-led. We deliver end-to-end and emerging solutions to drive customer satisfaction and increase profitability and growth. Our world-class management consulting, delivery excellence, and engineering brilliance enable our success. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer’s problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients’ most complex challenges. 

Position Overview 

The Engagement Recovery Manager (ERM) is a high-stakes, high-autonomy position reserved for seasoned delivery leaders who have demonstrated the ability to diagnose, stabilize, and structurally restore complex, distressed engagements — working from the inside out. 

The Recovery Engagement is an internal capability deployed against WWT’s most critical at-risk engagements. They work directly with delivery teams, regional and account leadership, PMO, and Finance —as an authoritative internal resource that brings structure, accountability, and expert judgment to situations where standard delivery oversight has not been sufficient. 

ERMs must be equally as effective in standing up governance architecture on new high-risk engagements before issues emerge, establishing the foundation that delivery teams need to operate and succeed independently. 

This role is foundational to the Delivery Excellence mission: to build a repeatable, measurable framework for delivery health across WWT’s most complex and consequential engagements. 

Core Responsibilities 

Stabilization & Recovery 

• Rapidly assess distressed engagements — identify root causes across planning, governance, technical delivery, resource, and financial dimensions 
• Develop and execute phased recovery plans with clear milestones, owner accountability, and visibility to internal leadership 
• Restore critical path discipline, integrated delivery schedules, and dependency resolution processes 
• Lead internal escalations with confidence — across delivery teams, regional management, and Delivery Excellence leadership 
• Apply AI-assisted diagnostic tools to accelerate health assessments, pattern recognition, and risk surfacing 

 Governance & Architecture 

• Design and implement governance frameworks calibrated to engagement scale and complexity — never one-size-fits-all 
• Define launch architecture for high-risk engagements: scope alignment, RACI, team accountability models, communication cadences, and financial management structures 
• Establish oversight structures across multi-workstream, multi-vendor, and multi-geography engagements 
• Build health dashboards, leadership scorecards, and risk registers that drive action — not just reporting 
• Enforce SOW adherence, change control discipline, and proactive scope management within the delivery team 

 Financial Recovery 

• Assess and restore financial hygiene: revenue recognition accuracy, resource forecasting, cost-to-complete, and margin protection 
• Identify at-risk financial positions early; lead mitigation planning with delivery teams and Finance 
• Establish the financial controls and SOW discipline that delivery teams need to sustain results independently 

 AI-Augmented Delivery 

• Operationalize AI tools that accelerate internal diagnostics, risk analysis, and reporting automation 
• Leverage AI to compress recovery timelines — from health assessment to remediation planning to leadership communication 
• Evaluate and recommend AI-powered delivery intelligence platforms that can be embedded in the delivery team’s ongoing operations 

 Knowledge Transfer & Organizational Development 

• Document recovery methodologies and lessons learned — build the institutional playbook that elevates the entire delivery organization 
• Coach and mentor delivery leaders embedded in accounts; transfer skills and discipline so teams do not require re-engagement 
• Contribute to hiring, onboarding, and standards development for the Engagement Recovery practice