Apply on Employer Site

Denali Advanced Integration · 3 weeks ago

Service Engagement Manager II

Garrett IN, Garrett, IN, US

Full-time

Onsite

Mid Level

$85K/yr - $105K/yr

3+ years exp

Denali Advanced Integration is a company focused on delivering exceptional service to clients. The Service Engagement Manager II is responsible for coordinating service delivery for a portfolio of small and medium-sized clients, ensuring effective communication and managing client relationships to meet performance standards.

Information ServicesInformation TechnologySoftware

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

Qualification

Client Relationship ManagementData AnalysisProject ManagementTechnical LeadershipExcel ProficiencyBusiness ManagementNegotiation SkillsResource ManagementEffective CommunicationOrganizational SkillsProblem Solving

Required

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