Manager, Staff Aug Services

3 weeks ago

Tacoma, United States 3MD Inc. Full time $100,000 - $107,000
Job DescriptionJob Description

Summary of Position:

The Manager, Staff Aug Services is the primary contact and coordination point for the client stakeholders for our Staff Augmentation services; as well as the on-site manager for our Staff Aug resources.

Essential Functions:

  • Oversee/manage the day-to-day activities and ensure team members are appropriately tasked and understand their assigned roles and goals of their projects. Validate that team members have been provided with the information they need to be successful
  • Coordinate and work with recruiting (Internal and 3rd party) to ensure client roles are filled in a timely manner
  • Provide guidance to recruiting teams regarding client requests and profiles
  • Gather and provide feedback to employees regarding their performance (kudos, issues, and suggestions) and deliver employee performance reviews, write-ups, and perform terminations
  • Continuously monitor the scope and manage Client expectations and change orders
  • Provide leadership/direction for Staff Aug resources
  • 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 processes 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
  • Drive, manage, escalations, and report on contract performance standards and client measurements, including SLAs and 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
  • Ensure communication flows properly between technical capability organizations and the customer to ensure a 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 to 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
  • Manage a team of individuals including all aspects of performance management and hiring

Competencies:

  1. Ensures Accountability
  2. Tech Savvy
  3. Communicates Effectively
  4. Values Differences
  5. Customer Focus
  6. Resourcefulness
  7. Drives Results
  8. Plans and Prioritizes
  9. Decision Quality
  10. Self-Development

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position 75% of the time. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine and printer. Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience:

  • 5+ Years of Experience

Qualifications:

  • Bachelor’s degree preferred or foreign equivalent in Business Management or related field
  • 5+ years of experience in information technology infrastructure, outsourcing, managing services or professional consulting services with enterprise customers while successfully managing complex, enterprise software deployment 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 the 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 a 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, 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.


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