What you’ll be doing...

As the Service Manager (SM) you will be responsible for Lifecycle Governance of assigned Global client base. You will have global service level management responsibilities and will have a working knowledge of the clients’ regional operations. You will have the responsibility for relationship management, developing and maintaining executive client relationships as well as forging new relationships within assigned clients. In addition, the SM for this set of accounts should be familiar with complex integrated solutions and delivery of associated business outcomes. This also includes management of client Operation and achievement of associated service levels that delivers contracted business solutions.

You will provide value to client(s) through the delivery of services from Transition to Day 2 Operation. This also includes developing risk mitigation strategies that minimize business disruption. You will be responsible for ensuring service levels are attained which includes managing KPIs of supplier groups (COE’s including Ordering, Billing & Network Assurance). Additionally, you will work through complex business and client challenges and collaborate in developing and implementing solutions.

Specific responsibilities include managing the Service Portfolio; ensuring processes exist for Change Management, planning for Demand Management and oversight of Financial Management. In addition, you will be responsible for development and maintenance of Continual Service Improvement Plan for delivery of services.

  • Attain client service levels and service deliverables based on contractual commitments (Contract management and compliancy).
  • Ensure global change management processes are documented and are in production.
  • Manage global Day 2 Operations including contracted requirements assurance.
  • Proactively develop and maintain executive client relationships as well as building new relationships within assigned client base.
  • Maintain ongoing Service Improvement Plan for key performance metrics at risk.
  • Proactively develop Global risk mitigation strategies for client services.
  • Develop solutions for complex business and client challenges; complex problem solving.
  • Provide financial management support relative to contractual commitments and SLA’s.
  • Match service capacity is matched to agreed current and future business demands (Availability Management).
  • Ensure all services can be recovered in line with agreed business needs, budget, and timescales (Service Continuity Management).
  • Drive online and eMedia tool enablement and adoption.
  • Oversight of Global client financial management results.
  • Ensure incident management and service desk model is developed and communicated and improved upon for day 2 operation.
  • Establish and maintain client governance communication and CSI roadmap.
  • Monitor supplier Key Performance Indicators (KPIs) and ensure OLAs (Operating level agreements) exist based on contractual requirements.
  • Be responsible for highlighting value and enhancing opportunities to drive new revenue growth.
  • Understand complex integrated solutions relative to Verizon’s ability to achieve service levels.

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.
  • ITIL v3 Certification, or willingness to complete within six months of your start date.
  • Willingness to be on call for after-hours support as needed.

Even better if you have:

  • A degree.
  • Five or more years of related telecom or IT experience (sales or service).
  • Worked in a client facing role and resolved operational problems.
  • Supervisory experience.
  • Strong leadership skills.
  • Managed and negotiated with internal and external organizations.
  • Strong organizational, presentation, and problem solving skills.
  • Excellent verbal and written communication skills.
  • Five or more years of related telecom or IT experience (sales or service).
  • Ability to communicate with multiple levels of leadership.
  • Project Management experience.
  • Advanced skills in Microsoft Office product suite, including PowerPoint, Excel & Word.
  • Ability to be proactive, responsible and self-motivated.
  • Ability to thrive in dynamic environment

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.