What you’ll be doing...

As a Client Services Management Lead Specialist, you will be responsible for lifecycle governance of an assigned global client base. You will have global service level management responsibilities and working knowledge of clients’ regional operations. You will be responsible for relationship management, developing and maintaining executive client relationships, and forging new relationships with assigned clients. You will become familiar with complex integrated solutions and delivery of associated business outcomes, including managing client operations and achieving associated service levels to deliver contracted business solutions.

  • Developing risk mitigation strategies that minimize business disruption.
  • Ensuring service levels are attained which include managing key performance indicators (KPIs) of supplier groups.
  • Ensuring global change management processes are documented and in production.
  • Developing and maintaining a service delivery continual improvement plan.
  • Attaining client service levels and service deliverables based on contractual commitments (i.e., contract management and compliance).
  • Managing global Day Two operations, including contracted requirements assurance.
  • Developing global risk mitigation strategies for client services.
  • Providing financial management support relative to contractual commitments and service level agreements (SLAs).
  • Matching service capacity to agreed current and future business demands (i.e., availability management).
  • Driving online and eMedia tool enablement and adoption.
  • Overseeing global client financial management results.
  • Ensuring incident management and the service desk model are developed, communicated, and improved upon for Day Two operation.
  • Establishing and maintaining client governance communication and CSI roadmap.
  • Monitoring supplier KPIs and ensuring operating level agreements (OLAs) exist based upon contractual requirements.

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:

  • Experience, training, or certification in project and/or program management.
  • ITIL Foundations v3 certification / Advanced ITIL certifications.
  • Proficiency in customer enablement tools.
  • Supplier management experience.
  • Financial business acumen.
  • Advanced skills in Microsoft Office product suite, including PowerPoint, Excel, and Word.
  • Experience with G-Suite products (e.g., Google Docs, Google Sheets).

#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.