Service Engagement Manager II

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

• Gather and Analyze reports on contract performance standards and client measurements
• 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
• Effectively pursue and apply best practices to advance business and company goals
• Collaborate with the Service Delivery leadership and peer teams
• 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
• Manage process change requests
• Partner with Functional Managers to ensure compliance with, and optimization of Client engagements
• 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
• 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
• Partner with Account Executives in account planning and strategy
• Act as an aggregation point for client feedback, escalations, and continual improvement opportunity identification

Benefits

• Medical, dental, and vision insurance
• 401(k) plan and company contribution
• Short-term and long-term disability coverage
• Basic life insurance
• Wellbeing benefits
• Up to 6 scheduled paid holidays
• Up to 112 hours of PTO based on years of service
• Up to 8 hours of paid volunteer time
• Additional paid sick leave