Client Service Manager

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Responsibilities

At Verizon, we are looking for an outstanding Client Service Manager with track record experience in managing the overall Service quality for our business critical enterprise clients. You will have the overall accountability for implementing customer approved account governance in line with our Global Governance, and managing all critical executive level customer escalation communications. As part of the Verizon team, we rely on you to be accountable to ensure seamless and effective management and alignment across all critical cross functional areas/roles within Verizon and with third party partners to achieve the required business outcomes for Verizon

 

Verizon: http://www.verizonenterprise.com/hk/

 

Responsibilities:

  • Own service management relationship for named strategic account(s)
  • Serve as an escalation contact for resolution of all operational issues
  • Lead outage/crisis situations by collaborating with operational resources (service desk, assigned engineers, etc.) and client team to ensure critical business processes are returned to service
  • Drive follow ups to determine larger root causes leveraging larger Verizon Terremark organization
  • Technical representative of Verizon Terremark to the client in all operational situations
  • Represent client’s operational interests to all Verizon Terremark teams
  • Serve as the focal point for technical and operational communication to/from the client and Verizon Terremark
  • Ensure that no operational request or need of the client goes un-answered or un-addressed
  • Responsible for operational delivery of all contractual obligations, and ultimate client satisfaction with delivery
  • Gather operational data as needed for account management team to calculate SLA and other operational credits
  • Generate Monthly/Quarterly/Annual operational briefings to review with client management teams
  • Report to Regional Service Manager all client issues, risks, and concerns on a regular basis
  • Available 24/7 for escalations or incidents

Qualifications

Qualifications:

  • Mastery of internet, networking, hardware, software concepts
  • Strong relationship development and issue resolution capabilities
  • Excellent Project Management Skills
  • Strong Documentation, Organizational, and Interpersonal Skills
  • Must be comfortable communicating/interacting with client Executive IT management.
  • Education - BS/BA
  • ITIL Foundation certification preferred

 

Connect to our world at www.verizon.com/jobs

 

At Verizon, we’re transforming the business world and changing the way people communicate and experience entertainment. We are a global IP network solutions company and an emerging leader in cloud technologies. If you have talent, drive and ingenuity, you’ll be given free rein to develop innovative solutions that will forever change global communications, entertainment and enterprise IT. And you’ll be backed all the way with innovative technology and training, a diverse culture and challenging career opportunities. When the future has no boundaries, the possibilities are limitless.