What you’ll be doing...

Service Program Manager (SPM) / Client Service Manager

  • Monitors Verizon contractual key performance indicators (“KPIs”), service levels, and operating level agreements (“OLAs”) as determined with client at engagement planning and kick off.
  • Manages the Verizon portfolio of services for change management processes, planning future services demands, and oversight of contract financial compliance between Verizon and client.
  • Proactively develops and maintains relationships with Customer executives as well as building new relationships within client organization.
  • Provides management and direction for client and Verizon service and project teams for execution of the Governance Plan as defined below. Conducts reviews to monitor Governance Plan progress and executes remediation as required.
  • Reviews Customer contract performance for compliance with the master agreement terms, including monitoring of all minimum volume commitment thresholds and executing changes as needed. Reports results in the Governance Plan review.
  • Develops risk mitigation strategies for Customer services as determined with client at engagement planning and kick off.
  • Develops solutions for complex business and Customer challenges and provides complex problem solving.
  • Provides Customer recommendations during contract negotiations for supportable and executable terms included in agreements, amendments and SOW’s.
  • Facilitates communication between client and Verizon executives including escalation and resolution of Verizon or Customer performance issues as required.
  • Oversees the initiation and resolution of performance issues requiring escalation and works with client organization and Verizon technical teams to define overall remediation plans.
  • Facilitates beneficial Customer enablement by identifying and executing strategies to increase self-service utilization and expand self-service. Drives online and electronic media tool enablement and adoption.
  • Knowledge on service requirements to facilitate Verizon’s integrated solutions ability to meet such requirements.
  • Accelerates billing and accounts payable issue resolution by engagement of appropriate Customer and Verizon resources.
  • Financial Management – oversees the identification and resolution of issues negatively affecting client and Verizon financial relationship, such as revenue trends, contractual commitments, accounts payable, etc.
  • SLA Performance Management. Identifies SLAs not being met and liaises with involved departments to execute corrective action. Identification and corrective trends would be represented in a Service Improvement Plan.
  • Develops, executes and maintains the Continual Service Improvement Plan
  • Identifies opportunities for service improvement and risk mitigation and engages appropriate client and Verizon resources to execute associated plans.
  • Change Management – Identifies and executes improvements in methods, processes and procedures used to institute service and other changes in the overall Customer/Verizon relationship.

What we’re looking for...

You will need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Three or more years of experience working with enterprise customers.
  • Willingness to travel up to 25%.

Even better if you have:

  • A degree.
  • Experience managing complex client environments and working with internal and external groups to drive operational issues to resolution.
  • Excellent verbal and written communication skills.
  • Excellent presentation skills.
  • Ability to manage executive escalations skillfully.
  • ITIL certification.

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.