Service Engagement Manager II at Denali Advanced Integration – Garrett, Indiana

Job DescriptionBenefits 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.