What you’ll be doing...

As the Service Manager (SM) you will be responsible for Lifecycle Governance for Verizon’s most strategic, high value, global enterprise base. You will have responsibility for global service level management of integrated services. You will have responsibility for Relationship Management, developing and maintaining executive client relationships as well as forging new relationships within assigned clients. This includes ensuring service outcomes meet the desired business needs of the client and that Day 2 Operation support requirements have been developed. You will be responsible for ensuring service levels are attained. This includes managing Key Performance Indicators (KPIs) of supplier groups (COE’s including Ordering, Billing & Network Assurance). Additionally, you will work through complex business & client challenges and collaborate in developing and implementing solutions. Your specific responsibilities will include managing the Service Portfolio, documentation for Asset management; ensuring processes exist for Change Management, oversight of Financial Management. You will serve as a client advocate across all of Verizon and seeks to add value through proactive delivery of new solutions & services. In addition, you will be responsible for development & maintenance of the Continual Service Improvement Plan for delivery of services.

  • Attain client service levels and service deliverables based on contractual commitments (Contract management and compliancy).
  • Provide financial management support relative to contractual commitments and SLA’s.
  • Oversight of Global Customer financial management results.
  • Ensure global service management processes are documented and are in production.
  • Ensure a process is developed for Asset Management documentation.
  • Maintain ongoing Service Improvement Plan for key performance metrics at risk.
  • Manage global Day 2 Operations including contracted requirements assurance.
  • Proactively develop & maintain executive client relationships as well as building new relationships within assigned client base.
  • Develop solutions for complex business & client challenges.
  • Drive online & eMedia tool enablement and adoption.
  • Ensure incident management and service desk model is developed and communicated and improved upon for day 2 operation.
  • Establish & maintain client governance communication and CSI (Continual Service Improvements) roadmap.
  • Monitor supplier KPIs (Key Performance Indicators) and ensure OLAs (Operating level agreements) exist based on contractual requirements.
  • Be responsible for creating value and new revenue growth opportunities through Client relationships.

What we’re looking for...

You'll need to have:

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

Even better if you have:

  • A degree.
  • Excellent organizational, verbal & written communication & presentation skills.
  • Strong financial business acumen.
  • Ability to foster relationships and present to C-Levels w/in the Client organization.
  • Experience with Global Enterprise Clients & operations.
  • Familiarity with Complex Integrated Solutions.
  • Demonstrated business to business customer service skills.
  • Service Management skills in network, managed services, CPE, security, applications, hosted/DCS services, IT services.
  • Prior experience with Strategic Partners.
  • Advanced skills in Microsoft Office product suite, including PowerPoint, Excel & Word.
  • Familiarity with G-Suite product suite, including Google Docs, Google Sheets, etc.
  • ITIL Foundations v3 Certification.
  • Preferred knowledge of Verizon customer enablement tools.
  • Willingness to travel.

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.