What you’ll be doing...

The Client Service Manager (CSM) provides overall service relationship governance and acts as the client’s trusted partner to provide oversight of the services provided by Verizon. The CSM is accountable for developing and executing on a service strategy that will provide an outstanding client experience and create a long-term, strategic and mutually beneficial relationship between the Client and Verizon.

This includes management of Client Operations and achievement of associated Service Levels that deliver contracted business outcomes for the Client. The CSM also has responsibility for Service Relationship Management (SRM), developing and maintaining executive client relationships as well as forging new relationships. The CSM provides value to the client through the delivery of services from Transition into Operations. This includes developing risk mitigation strategies that minimize business disruption.

Additionally, the CSM will work through complex business & client challenges and collaborate in developing and implementing solutions. The overall goal of the CSM role is to partner with Clients and to be an extension of the Clients Staff.

The CSM will be typically allocated up to 4 Standard/Complex Enterprise Client Accounts and will be responsible for executing upon the Clients Contractual Obligations and their overall Service Model.

  • Contract Management - Assure the execution of the Clients Contract obligations including Contract Governance & Reporting.
  • Business Relationship Management (BRM) - Provide the overall Business Relationship Management (BRM) for the delivery of operation of the Clients Services up to executive level.
  • Financial Management - Provide Financial Management Governance & Reporting: including Profit & Loss (P&L), Operating Cost, Net Present Value (NPV) and other required financial health indicators.
  • People Leadership – Provide overall leadership and coaching for all staff through the matrix management of Service Teams to assure the delivery of the Clients contracted services.
  • IT Strategy Management - Enable the Clients IT Strategy Management through the execution and evolution of the Clients Global Service Plan and work with Sales to deliver the overall Account Plan.
  • Service Delivery – Govern the Project Management Delivery for all Client Services including Project Initiation, Execution, Pipeline Past Due and Performance Management Reporting & Analysis (PMRA).
  • Service Management – Oversee the execution of the Clients Service Management Governance including monitoring and reporting on the Service Level Agreements (SLA’s), Operating Level Agreements (OLA) and Underpinning Contracts (UC’s) for the Client Services.
  • Service Relationship Management (SRM) – Manage the Service Relationship Surveys including Client specific, Customer Loyalty Index (CLI) and Net Promotor Score (NPS) Survey’s.
  • Service Portfolio Management - Support the evolution of the Clients Service Portfolio to deliver growth through the pro-active management of the Client’s IT Services Demand.
  • Risk - Identify, record, report, monitor and action all risks, jeopardizing/positively impacting the delivery of Clients contracted services.
  • Service Design – Own the accountability for ensuring all Client Services are designed to the agreed requirements of the Client, within the bounds of the Clients Contract and to the expected level of time, quality and cost.
  • Service Transition – Own the accountability for ensuring all Client Services are delivered to the agreed requirements of the Client, within the bounds of the Clients Contract and to the expected level of time, quality and cost.
  • Service Operations - Own the accountability for ensuring the creation, resourcing and delivery for the following operations functions and processes in line with the Clients Service and Contract expectations:
    • Billing & Cash Collection.
    • Capacity Management.
    • Change Management.
    • Event Management.
    • Incident Management.
    • Information Security Management.
    • Lifecycle Engineering Management.
    • Problem Management (Pro-Active/Reactive).
    • Release & Deployment Management.
    • Request Fulfilment.
    • Service Asset & Configuration Management.
  • Continual Service Improvement (CSI) – Implement the Continuous Service Improvement Strategy to ensure the sustainable delivery of the Client Service Level Agreements, through the delivery of the Continual Service Improvement Plan.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or relevant work experience.
  • Experience building and maintaining client relationships.

Even better if you have:

  • A degree.
  • Experience managing large complex systems from an operational management perspective.
  • Experience managing projects using industry standard tools and methodologies.
  • Experience negotiating, closing and maintaining multi-million dollar service contracts.
  • Experience in technology management and/or IT consulting.
  • Troubleshooting skills and experience.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.