Technical Program Manager III at Denali Advanced Integration

Summary of Position: 

The Technical Program Manager III has direct responsibility to assist in service delivery and will have matrix responsibility for any other services and project-based delivery in key accounts. As an integral part of the account planning and delivery support strategy, they work with Denali service customers to understand issues and requirements and works with Denali service leads and to respond to customer requests for new projects and services.      

Essential Functions:  

• Provide training and coaching to new and existing team members and/or peers to assist with the on-going development of the team to provide exceptional customer service 
• Provide leadership to team to ensure effective delivery of services to customers
• Ensure staff understand delivery roles as assigned 
• Distribute work to team members based on abilities  
• Ensure that team adheres to project milestones, timelines, and SLA’s. Supports team members through performance monitoring and coaching 
• Drive, manage and report on contract performance standards and client measurements, including defined SLAs and other performance metrics 
• Forecast and manage resource requirements, including identifying staffing level/models, skill mix and operational process to support staffing for managed service delivery 
• Coordinate delivery activities and act as the escalation point for issues of service delivery and projects 
• Understand and manage the budget and financial performance of service accounts based on the tools, staffing and other resources applied to support those key accounts 
• Provide overall project leadership and direct project teams in the delivery of projects within committed timeframes 
• Ensure communication flows properly between various parties associated with a given project and the customer to ensure expectations are clearly understood and delivery timelines are met 
• Drive/ Manage service quality and improvement of service delivery processes 
• Participate in account planning and strategy 
• Ensure that delivery team resources are empowered with the tools and support they need to be successful within cross-functional projects 
• Collaborate with Delivery Management Office and other Service Managers to facilitate cross-project initiatives and activities, and provides delivery guidance to assigned Project Managers in the development of realistic schedules and resource allocation 
• Identify and eliminate obstacles to solution plans, business goals or implementation
    

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: 

• Associates Degree    
• 7+ Years of Experience     

Qualifications: 

•  Bachelor’s Degree Preferred (Associates Required)  
•  A minimum of 7 years managing or supervising a customer service department or tech service department 
•  Strong demonstrated knowledge of warranty processes, procedures, and programs 
•  A leader with excellent communication and interpersonal skills that is effective at working with and influencing individuals at all organizational levels; persuasive and empathetic; able to handle pressure and manage conflict  
•  Strong computer and software skills (MS Outlook/Excel/Word, etc.) 
•  Comfortable performing in a fast pace/high volume environment 
•  Excellent customer service delivery and organizational skills  
•  Very strong problem-solving skills (creative)  
•  Self-directed; ability to communicate findings, make recommendations, and facilitate change 
•  Knowledge of IT hardware terminology 
•  Ability to review current processes and procedures with a view of enhancing the overall customer service we provide (turnaround times, cost prevention, improve SLAs)
   
•  Preferred experience:  

 o Inventory control and management  

 o Billing or Accounts Receivables  

 o Supervising or managing field technicians or engineers      

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.