What you’ll be doing...

The Client Services Management Lead SPM is responsible for the delivery of services for enterprise client within contractual commitments. Responsible for the day-to-day operations of the program management office (PMO) for a large Enterprise Client.

This role is responsible for the contractual governance activities for the client, including the creation/presentation/enhancement of monthly reporting metrics, working with the other PMO staff’s input. This role is responsible for the delivery and performance of all services provided to the client globally. Position will be responsible for the adoption and adherence to internal Verizon program initiatives. Lead new initiatives as they arise, either for the client or as a representative of the PMO for a Verizon initiative.

Responsible for managing and implementing the overall project requirement; organizes, directs, coordinates plans, and implements all project support activities; interacts with program officials regarding issues and status of the project; coordinates financial and staffing resources; monitors and analyzes performance data and reports results to client; prepares operations and management reports; create, revise, and update programs standard operating procedures; keeps appropriate individuals abreast of new, existing, and possible emerging program issues or concerns; interfaces with client stakeholders to assure communications are comprehensive, understandable and meet or exceed expectations.

Responsibilities include:

  • Ensure Verizon is meeting all its contractual key performance indicators (“KPIs”), service levels, and operating level agreements (“OLAs”) as determined within the Customer contract.
  • Service Level Management: Oversee Verizon service SLA governance, including contractual SLAs and contractually defined SLA deliverables and deliverable timing.
  • SLA Performance Management: Identify SLAs not being met and liaise with involved departments to execute corrective action. Identification and corrective trends would be represented in a Service Improvement Plan.
  • Closely monitor Client Health Index (CHI) in VE-CRM, DEFEND scorecard, Transactional VOC (Voice of the Customer) surveys and bi-annual Customer Relationship Surveys.
  • Develop, execute and maintain the Continuous Service Improvement Plan.
  • Proactively develop and maintain relationships with Customer executives as well as building new relationships with the Customer.
  • Review Customer contract performance for compliance with the master agreement terms, including monitoring of all minimum volume commitment thresholds and executing changes as needed. Report results in the Governance Plan review.
  • Develop risk mitigation strategies for Customer services as determined with Customer at engagement planning and kickoff.
  • Provide Customer recommendations during contract negotiations for supportable and executable terms included in agreements, amendments and SOW’s.
  • Prepare monthly / quarterly / annual performance reports for presentation internally within Verizon and to the Customer during governance/service reviews.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.

Even better if you have:

  • A degree.
  • A balance of client relationship management, business management, financial, operational, technical and program management skills and experience.
  • Demonstrated leadership, initiative and follow through.
  • Leadership experience in the IT and/or Communications industry operating with major corporate clients.
  • Sales, operational delivery and customer relationship management of high profile and high value complex global networking, IT applications and outsourced accounts.
  • P&L accountability, financial and general business unit management.
  • Large scale organizational management involving complex internal matrix management and external partner/third party relationships.
  • Experience in formal implementation and delivery models including working with partners and third party sub-contractors.
  • ITIL based managed services delivery experience in ITO, BPO and enterprise grade application management.
  • Willingness to work a flexible schedule as necessary.
  • Experience in business communication at all levels
  • Ability to provide guidance and coaching to peers and subordinates.
  • ITIL Intermediate certification.
  • PMP 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.