What you’ll be doing...

Verizon Service Program Management (SPM) provides governance services to the client. This position can include any combination of the following disciplines (Governance, Reporting, and Billing) and associated deliverables as determined by the client and Verizon.

The standard services performed with Service Program Management are:

  • Client governance – perform the following functions and report performance
    • Monitor internal supplier Key Performance Indicators (KPIs) and ensure OLAs (Operating level agreements) exist based on contractual requirements
    • Ensuring service levels are attained which includes managing Key Performance Indicators (KPIs) of supplier groups (COEs including Ordering, Billing and Network Assurance).
    • Proactively develop and maintain executive client relationships as well as building new relationships within client
    • Provide management and direction for client and Verizon service and project teams to ensure execution of overall governance plan. Conduct reviews to monitor progress and execute remediation.
    • Proactively review client performance to ensure compliance with all requirements contained in the master agreement terms, including monitoring of all minimum thresholds and executing changes as needed, and conducting periodic governance reviews.
    • Provide client advocacy during contract negotiations to ensure terms included in agreements, amendments and SOW’s are supportable and executable.
  • Service Relationship Management – perform the following functions and report performance as defined in the Deliverables section
    • Facilitate service communication at the executive level between client and Verizon by conducting executive reviews and by proactively raising issues that cross minimum performance threshold in terms of time to repair, etc.
    • Oversee the initiation and resolution of critical service issues requiring escalation (either within client or Verizon organization), while working with client and Verizon technical teams to define overall remediation plans.
    • Client Enablement – Identify and execute strategies to increase self-service utilization and expand self-service to other elements of the relationship where such expansion is mutually beneficial. Drive online and eMedia tool enablement and adoption
    • Understanding of complex integrated solutions relative to Verizon’s ability to achieve service levels
  • Service Management/Oversight – perform the following functions and report performance as defined in the Deliverables section
    • Document the agreed billing and invoicing process and invoice format;
    • Manage Verizon’s compliance with the billing and invoicing process;
    • Deliver supplementary reports (in Excel or CSV format) to invoicing as reasonably requested and mutually agreed to between the client and Verizon;
    • Deliver ad hoc reports as reasonably requested and mutually agreed to between the client and Verizon.
    • Manage to resolution billing questions, inquiries, and disputes; as appropriate, manage Verizon’s issuance of credits offsetting errors.
    • Monitor ongoing service management to ensure compliance with SLAs and performance commitments.
    • .Prepare 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;
    • 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
    • Act as client advocate to assist with accelerating service issue resolution by engagement of appropriate client and/or Verizon resources.
    • Act as client advocate to accelerate billing/accounts payable issue resolution by engagement of appropriate client and/or Verizon resources.
    • Financial Management – oversee the identification and resolution of issues negatively affecting the financial health of the Client/Verizon relationship, such as revenue trends, contractual commitments, accounts payable, etc.
    • SLA Performance Management – strive to adhere to SLAs identified in the contract. Identify SLAs not being met and liaise with involved departments to ideally provide corrective action based on trends. Identification and corrective trends would be represented in a Service Improvement Plan.
    • Develop, execute and maintain the Continual Service Improvement Plan for ongoing delivery
    • Proactively ensure First Invoice reviews occur for newly established billing IDs to confirm contract rate treatment. Oversee resolution of identified inconsistencies to achieve contract compliance.
    • Service Improvement Initiatives – perform the following functions and report performance as defined in the Deliverables section
    • Identify opportunities for service improvement and risk mitigation across the service continuum, and engage appropriate Client and Verizon resources to execute associated plans.

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.
  • Program Management experience, especially in governance, billing and/or reporting
  • Experience in telecom.
  • Project Management skills or certification (PMP).
  • ITIL Foundation Certificate and ITIL conversant.

#CustomerOperations

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.