What you’ll be doing...

Verizon is seeking an experienced Service Management professional to support the Program Management Organization (PMO) for a strategic customer.

For this customer, Verizon provides comprehensive network services using best practices, leveraging dedicated resources and shared service centers that operate 7x24x365. Services include MPLS, Internet, MNS,CPE, Professional Services, Voice, and Wireless.

The Service Program Manager (SPM) is responsible for the Lifecycle Governance and Reporting for their assigned program. This includes the day-to-day management of client operations and achievement of associated service levels that deliver contracted business outcomes. The SPM has responsibility for Relationship Management, developing and executive client relationships as well as forging new relationships. The SPM must have the ability to work through complex business and client challenges and collaborate effectively on these to deliver and implement solutions. The SPM will also interface with the VES account team as well as other key areas of the business.

What we’re looking for...

Preferred Responsibilities

  • Ensure Verizon is meeting its contractual Key Performance Indicators (“KPIs”), Service Level Agreements (“SLAs”), and Operating Level Agreements (“OLAs”) as determined within the client MSA.
  • Provide SLA Performance Management and identify SLAs not being met, take lead and liaise with involved departments to capture and execute corrective actions in a Service Improvement Plan (SIP).
  • Coordinate the preparation and delivery of monthly service performance and governance reviews, and present these internally within Verizon and to the client..
  • Build, develop and maintain consultative and engaging leadership relationships with key client stakeholders at peer/senior level.
  • Provide escalation support for client service issues, drive timely resolution of issues and ensure clear communication of status updates to client.
  • Track key financial management and delivery milestones relative to contractual commitments and SLAs.
  • Accountability for VEC client setup, education and training.
  • Manage and update Verizon and client SLA reporting tools and dashboard reporting.
  • Maintain a central repository of all client governance and SLA performance reports.
  • Prepare ad-hoc and custom reports for client, and Vz Sales and Service teams as required.
  • Create and maintain client SharePoint site for internal use.
  • Ensure that contracts, amendments and SOF’s are managed and tracked through the end-to-end process.
  • Interface with key functional support teams within Verizon & TPV’s as it relates ongoing customer support.
  • Work closely with Sales, Pre-Sales and other Verizon internal teams to ensure a smooth processing and handover of legacy and Current Platform (VRD) orders.
  • Develop, drive and manage Risk Assessment and Mitigation plans accordingly, both internally and externally.
  • Maintain repository of Verizon support staff and manage client manpower requests.

Required Skills:

Bachelor Degree or 3 year's related experience

3+ year's SLA/ Contract experience

3+ year's escalation support

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.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.