What you’ll be doing...

The Service Level Reporting Manager reports to the Program Delivery Executive and is responsible for the monitor ongoing service management to ensure compliance with SLA’s and performance commitments and preparing performance reports and service level reports. These reports will collectively show Verizon’s compliance or degree of non-compliance with service levels and compliance with associated performance requirements. The SLA Manager will maintain a repository of performance reports provided, manage dashboard reporting, as mutually agreed to with the client and documented in the Process and Procedures Manual, cooperate with the client to assess service level and other contractual remedies; initiate and manage the process of service credit requests based on non-compliant performance with respect signed agreement, and Develop Service Improvement Plan (SIP) as appropriate.

  • Review Verizon’s contract performance for compliance with the terms of the Agreement, including monitoring of all minimum volume commitment thresholds. Report results in the monthly meeting;
  • Facilitate communication between Customer and Verizon executives, including the escalation of Customer or Verizon performance issues as required;
  • Monitors ongoing service management to ensure compliance with SLAs and performance commitments.
  • Prepares performance reports and service level reports; these reports will collectively show Verizon’s compliance or degree of non-compliance with service levels and compliance with associated performance requirements.
  • Maintains a repository of performance reports provided.
  • Manages dashboard reporting, as mutually agreed to with the client and documented in the Process and Procedures Manual.
  • Cooperates with the client to assess service level and other contractual remedies; initiates and manages the process of service credit requests based on non-compliant performance with respect to signed agreement.
  • Ensure that improvement initiatives identified in Service reviews are acted on and updates are provided to customer;
  • Ensure that changes are assessed for their impact on Service levels;
  • Identify opportunities for Service improvement and risk mitigation and engage appropriate customer and Verizon resources to address those opportunities and develop Service Improvement Plan (SIP) as appropriate
  • Create contract SLA Index

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or one or more years of work experience

Even better if you have:

  • Master's degree.
  • Program Management experience.
  • Excellent communication skills; ability to deliver executive level presentations.
  • Strong technical abilities in LAN/WAN and Security, with overall telecom and IT integration.
  • Project Management (PMP) Certification.
  • ITIL Foundation Certificate and ITIL conversant.
  • Knowledge of Telecom including Voice and Data Networks, LANs and wireless.

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.