Service Engagement Manager II

Denali Advanced Integration

Garrett

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JOB DETAILS

SKILLS

Analysis Skills, Best Practices, Budget Reporting, Business Development, Business Skills, Change Order Management, Cloud Computing, Communication Skills, Computer Workstations, Consulting, Continuous Improvement, Contract Analysis, Customer Escalations, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, Customer/Client Research, Data Analysis, Delivery Management, Documentation, Enterprise Applications, Establish Priorities, Financial Reporting, Information Technology Outsourcing, Keyboards, Leadership, Maintain Compliance, Microsoft Excel, Negotiation Skills, Office Equipment, Onboarding, People Management, Performance Analysis, Performance Management, Performance Metrics, Physical Demands, Polymerase Chain Reaction (PCR), Presentation/Verbal Skills, Printers, Procedure Development, Process Development, Process Management, Product Demonstration, Product Documentation, Professional Services, Project Management Certification, Project/Program Management, Proposal Writing, Query Analysis, Reporting Skills, Request for Proposals (RFP), Sales Management, Search Engine Marketing (SEM), Service Delivery, Service Level Agreement (SLA), Smartphones, State Laws and Regulations, Statement of Work (SOW), Strategic Planning, Team Lead/Manager, Technical Leadership, Technical Writing, Time Management, Trend Analysis

LOCATION

Garrett

POSTED

30+ days ago

Job Description

Benefits

U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time. Additional paid sick leave is also provided if required by state or local law.

Summary of Position:

A Service Engagement Manager II (SEM) is the primary coordination point for an assigned portfolio of small and medium sized clients. The SEM is accountable for the overall service delivery and engagements within this portfolio.

Essential Functions:

Gather and Analyze reports on contract performance standards and client measurements, including Service Level Agreements “SLAs” or other performance metrics
Gain the trust and respect of each client by establishing and maintaining effective relationships
Provide data and data analysis for Service Engagement Managers/Sr. Service Engagement Managers to assist with resource staffing level decision making
Effectively pursue and apply best practices to advance business and company goals
Collaborate with the Service Delivery leadership and peer teams, in order to enhance and establish delivery process for existing and new solutions with the goal of increasing efficiency and scalability
Aggregate and create reporting for escalations and issues for Client Portfolio engagements
Responsible for the budget and financial reporting for client Portfolios
Provide Analysis and reporting on Denali Service Level Agreement performance
Design, Create, Operationalize and Manage portfolio level reports
Drive, manage, escalations and report on contract performance standards and client measurements, including SLAs other performance metrics
Manage process change requests(PCR)
Partner with Functional Managers to ensure compliance with, and optimization of Client engagements. This includes the analysis of SLA performance and driving resolution of the remediation plans when SLA’s or expectations are not met
Coordinate all delivery activities and act as the escalation point for issues pertaining to managed service delivery and projects
Ensure communication flows properly between technical capability organizations and the customer to ensure the clear understanding of expectations and meeting delivery timelines.
Assist with the development of Statements of Work for Clients within their portfolios.
Participate in account planning and strategy
Identifies and eliminates obstacles to delivery
Participates in Client onboarding projects and helps to create Client specific documentation when needed (i.e. process deviations from Denali boilerplate required satisfy Denali obligations to Clients).
Partner with Account Executives in account planning and strategy
Act as an aggregation point for client feedback, escalations, and continual improvement opportunity identification - working closely with appropriate Denali Management as needed for resolution
Be accountable for the administration of program level servicing – including reporting - for the active and potential engagements in their portfolio
Ability to manage team of individuals to include of all aspects of performance management and hiring

Competencies:

Ensures Accountability
Tech Savvy
Communicates Effectively
Values Differences
Customer Focus
Resourcefulness
Drives Results
Plans and Prioritizes
Decision Quality
Self-Development

Work Environment:

This position is based in a professional office setting and regularly utilizes workplace technology, including computers, smartphones, multifunction printers, cloud-based filing systems, and collaboration tools.

Physical Demands:

This role requires physical capabilities that support the successful execution of key responsibilities. The employee regularly engages in verbal and written communication with colleagues and clients to address project-related inquiries and must be able to convey accurate information clearly and efficiently. The position involves remaining seated at a workstation for approximately 75% of the time, with occasional movement throughout the office to access equipment, supplies, and shared resources. Daily tasks include consistent use of computers and standard office technology such as keyboards, printers, and multifunction devices. The role also involves transporting equipment boxes weighing up to 25 pounds within the building and to other offsite locations as needed for project support.

Required Education and Experience:

Bachelor’s Degree preferred
3-5 years of experience

Qualifications:

Bachelor’s degree preferred or foreign equivalent in Business Management or related field
3-5 years of experience in information technology infrastructure, outsourcing, manages services or professional consulting services with enterprise customers while successfully managing complex, enterprise software deployments implementations for Global organizations
Exceptional project management, analytical, organizational, technical and leadership skills to manage client engagements and internal resources in order to provide premier customer service
Ability to develop business relationships and negotiate with clients and internal resources
Ability to effectively communicate both orally and in writing to technical and non-technical audiences at all levels in an organization, including developing and conducting effective presentations, developing procedural documentation, demonstrating products & solutions and writing customer proposals
Ability to operate and deliver independently without significant oversight
Experience developing and managing client relationships
Experience managing entire RFI/RFP response process and SOW creation
Experience analyzing and querying application performance and trend data
Consulting experience managing technology implementations
Project Management Experience and/or Certifications
Demonstrated high level of Excel knowledge

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status or any other category that is protected by applicable law.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About the Company

Denali Advanced Integration

Overview

Denali Advanced Integration delivers Enterprise IT solutions and services globally. Powered by strategic experts and best of breed technologies, Denali helps guide our clients through the most complex IT challenges. For more than 25 years, Denali has been among the most trusted and prominent technology providers in North America. We’re a customer-focused, family-owned IT company with a workforce of more than 400 employees who are passionate about exceeding expectations at every engagement. We make giving back to the community a priority through of a variety of philanthropic initiatives and treat everyone like family – our customers, partners and team members. Exceptional Enterprise IT, Delivered.

Website: http://www.denaliai.com

Denali Advanced Integration delivers Enterprise IT solutions and services, powered by strategic experts and best of breed technologies to help guide our clients through the most complex IT challenges. We’re your strategic Enterprise IT partner.

COMPANY SIZE

500 to 999 employees

INDUSTRY

Computer/IT Services

FOUNDED

1992

WEBSITE

https://www.denaliai.com/