Service Engagement Manager II

Denali Advanced Integration

40d

About The 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.

Requirements

• Bachelor’s Degree preferred
• 3-5 years of experience
• 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
• Demonstrated high level of Excel knowledge

Nice To Haves

• Consulting experience managing technology implementations
• Project Management Experience and/or Certifications

Responsibilities

• 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees