Join us as we create the world-class customer experience that sets us apart. Enhance lives with powerful technology and be part of the team that helps customers get the most out of our innovative products and services every day.

Responsibilities

The Verizon Program Manager – Client Services Delivery  assumes full accountability for the performance of all project activities.  The Program Manager will be the customer’s point of contact for all program activities.  The Program Manager works closely with both the Service Managers and Project Manager to ensure contractual conformance, identify potential problems, set and adjust priorities, and redirect activities as necessary to achieve the goals of the project.          

Responsibilities

  • Acts as primary liaison between the Verizon project team and the customer.    
  • Acts at the “glue” across all resources and support organizations within Verizon required to deliver the solution.
  • Monitors ongoing service management to ensure compliance with SLAs and performance commitments.         
  • Engages with Network Operations to communicate, and/or escalate on any outage and/or performance issues to Verizon and the customer.     
  • Monitors resource load and distribution to ensure the quality delivery of services.        
  • Ensures that all contracted program deliverables are completed.         
  • Facilitates long range business planning meetings with the Account Team and the customer, in support of the customer’ long term business strategies and plans.    
  • Participates in any technical, network, SLA, contract compliance escalation as appropriate. Engage with customer executives and Verizon executives in the prioritization and resolution of escalations, as appropriate.    
  • Assists the account team in researching, recommending and briefing the customer on new technology applications and services that may be provided by Verizon.           
  • Establishes periodic status meetings with the customer, Verizon and any Third Party Vendors to discuss status of contractual relationship.         
  • Presents a formal monthly program review for the customer, examining all aspects of the Verizon solution in the previous month, highlighting successes and failures, and recommending measures for improvement.   
  • Delivers and maintains an Overall Program Plan for the life of the contract, specifically related to the "Contracted Services" as mutually agreed to by Verizon and the customer that include but are not limited to an executive summary of the project, project schedules, Roles and Responsibilities, Processes, and critical task assignments, and all supporting solution documentation.    
  • Assists Account Team in fielding any business and/or technical requests and engage the appropriate internal Verizon resources.    

Qualifications

Requirements

  • Minimum BS/BA, or equivalent work experience.  MBA a plus
  • 7+ years’ experience in a client facing service delivery, project and program management role for enterprise managed IT solutions.  Proven understanding of delivery/project management processes and principles, including experience producing associated deliverables.
  • 5+ years of management experience on large enterprise accounts in a teleco or managed IT services environment to include:
    • Direct reports – technical and operational
    • Remote and matrix resources across multiple business and technical silos.
    • Resource planning and fiscal management
    • Third Party Vendors
    • End to end delivery of services
  • Strong experience in network infrastructure and VoIP technologies. 
  • General knowledge in all, and In-depth knowledge and experience in at least (2) of the following required:
    • Unified Communications
    • Cloud
    • Mobility
    • Security
  • Experience in design, proposal, solutions development and solutions architecture
  • Knowledge of IT governance and operations
  • Strong verbal and written communication skills aimed at aligning technical solutions with business value
  • Strong leadership, negotiation, conflict resolution and consensus-building skills with business and technical groups
  • Strong strategic thinker with the ability to see how individual parts interact with the whole (big picture thinking)
  • Demonstrated ability to serve as an executive interface for internal and client-facing interactions at the C-Level.
  • Ability to manage several work streams with competing and conflicting priorities simultaneously
  • Self-motivated individual with a positive attitude and good team development skills.
  • Ability to work overtime if required.
  • Ability to travel as necessary (50%-70%) primarily between NY, CA & GA.

Certifications

  • Project Management (PMP) certification required
  • PgMP Certification or Master’s Program Management preferred
  • ITIL Foundation Certificate and ITIL conversant.  Certification desired.

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.