Engagement Director

Role overview

Job Type
£90,000 - £100,000 per annum, depending on experience
Job Location
UK Remote (with occasional visits to Cardiff HQ when required)
EMI scheme - share options; Pension scheme; Private healthcare; Discretionary bonus, Sick leave scheme; Competitive salary; Ongoing training; Quarterly social events; Fruit, snacks and drinks in the office; Relaxed dress code

The Role

We take pride in delivering high-quality projects and our CSAT score is consistently among the top 3 in the Global ServiceNow Partner ecosystem, you’ll own total client satisfaction and ensure this remains at a high standard. Reporting into the Head of Delivery, you’ll be accountable for customer success and delivery of your portfolio, acting as a point of escalation.

The Engagement Director will provide coverage across large enterprise projects and programmes, especially where FlyForm is at the forefront of a Digital Transformation.

You’ll be exceptional at creating and maintaining senior/executive relationships with customers. Internally, you will assist with identifying needs for upcoming portfolio engagements. You’ll be a leader in the business and may also act as a line manager for our talented Engagement Managers and Business Analysts.

Key Responsibilities

The role can be broken down into three key parts: Client, Internal and People.


  • You’ll oversee current engagements ​
  • Develop and maintain Executive / Senior relationships ​
  • Program / Executive governance e.g. SteerCo ​
  • Have oversight of Program e.g. identify project dependencies ​
  • You’ll be an escalation for project issues ​
  • Review and approve delivery Change Requests, up to value of limit agreed ​
  • Own total client satisfaction!
  • Identify and develop further transformation opportunities at a strategic level ​
  • You may deliver short engagements to develop strategic pieces e.g. TOM work


  • Chargeable on key projects/programmes within portfolio ​
  • Ensure profitability targets and other financial metrics are met for portfolio ​
  • Ensure internal governance is met for portfolio​
  • Run internal weekly governance meetings with Engagement Managers ​
  • Responsible for escalations to Head of Professional Services ​
  • Ensure Engagement Managers represent each project accurately on the PSA
  • Work closely with sales and pre-sales to grow the portfolio and win new clients ​
  • You’ll identify and develop portfolio specific propositions and services


  • Assist with identifying project allocation, capacity and demand
  • You’ll be a key decision maker for upcoming portfolio engagements ​
  • Responsible for team satisfaction on engagements within portfolio ​
  • May act as line manager for Engagement Managers or Business Analysts ​
  • May assist with recruitment

Why FlyForm?

We are a people first business and do all we can to ensure each FlyFormer feels valued and happy at work. We provide an open, inclusive and human environment, where people can be people, bring their whole selves to work and still get the job done to the highest standards, all while having fun!

We determine what success looks like together in a collaborative environment and you’ll have a voice in the business. From the founders right through the teams, there’s an open-door policy and we live and breathe our core values, which can be found here: flyform.com/life-at-flyform

We believe that people do the best work possible when comfortable, therefore we operate in a hybrid work environment with a large portion of our FlyFormers working remotely. Our office HQ is in Cardiff which you’re always welcome to visit, but providing you have a strong internet connection, we don’t mind where you work. When you do pop in to meet the FlyFam, the cupboards are stocked up with snacks and drinks to help yourselves to and if it happens to be on a Thursday, we either pop out for some lunch or order food into the office, on us of course.

Alongside a competitive salary, we offer a generous benefits package including private health insurance, sick pay, pension and heaps of training opportunities for personal development. We have a culture built on trust, so each employee also gets their own company Pleo card to use for expenses.

We are all working towards a shared goal and love people who possess a growth mindset, this success is rewarded through discretionary annual bonus’ and a company EMI share scheme, which you will have the opportunity to be enrolled onto, upon successfully passing probation.

Join the FlyForm team, apply now