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Service Engagement Manager - Mobility Experience Required

Wheeler Staffing Partners Plano, TX
  • Expired: 11 days ago. Applications are no longer accepted.

We are looking for a Service Engagement Manager I to join our growing Mobility team in Plano! A Service Engagement Manager I (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. This is a salaried, FTE position that offers competitive medical, dental and vision insurance, 401K options, generous PTO and $2000/year educational allowance!

ESSENTIAL DUTIES:

  • Gather and Analyze reports on contract performance standards and client measurements, including Service Level Agreements (SLAs) or other performance metrics
  • Provide data and data analysis for Service Engagement Managers/Sr. Service Engagement Managers to assist with resource staffing level decision making
  • 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 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 SLAs 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 the boilerplate required satisfy the bligations 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 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
  • Gain the trust and respect of each client by establishing and maintaining effective relationships
  • 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
  • Ability to manage team of individuals to include of all aspects of performance management and hiring

BASIC 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

Wheeler Staffing Partners

WSP specializes in filling contract, contract-to-hire, direct hire, contingency, and executive positions with professional candidates. From our Executive Retained Search Teams, Direct Hire and Contract Staffing Professionals, and RPO Service offerings we create models to deliver a world-class service, with a sense of urgency and professionalism. Our connections — and our candidates — combined with a staff backed by over 20 years of experience, ensure that our clients are seeing the right candidates for their career openings. WSP is committed to creating a diverse environment and is proud to be an equal opportunity employer.

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Plano, TX
USA

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