Responsibilities

To fulfill a contractual role of Service Program Manager (SPM).  The SPM has the combination of the following responsibilities:

 

  • Lifecycle Governance of the assigned customer.  The SPM will have global service level management responsibilities and will have a working knowledge of the Customer’s regional operations. 
  • Relationship Management - developing and maintaining executive client relationships as well as forging new relationships with assigned clients.
  • Develop risk mitigation strategies that minimize Customer’s business disruption, ensure that service levels are attained, including managing Key Performance Indicators (KPIs) of Verizon supplier groups (i.e.,: Ordering, Billing and Network Assurance) and applicable vendor KPIs.   
  • Monitor and manage customer’s service levels and service deliverables based on contractual commitments (Contract management and compliancy.)
  • Establish and manage processes for change management, plan for demand management & oversight of financial management.  In addition, the SPM shall develop and maintain a plan to continually improve Verizon’s Services. 
  • Acts as a Customer advocate & primary point of contact for overall service accountability; Matrix manage Verizon internal teams to support the customer solution.
  • Establish & maintain client governance communication and continual service improvement (“CSI”) roadmap.
  • Conduct quarterly service reviews or as agreed with Customer.
  • Assist Customer with understanding & adoption of online self-service tools to gain efficiencies.
  • Governance of all transition projects, including new vendor deployment.
  • Customer onsite presence based on mutually agreeable times and locations.

 

Qualifications

Minimum of 5-10 years of Project/Program Management experience within Telecom industry

Bachelor Degree or Equivalent experience, MBA degree preferred

Demonstrated business to business customer service skills

Excellent documentation, communication and presentation skills

Call center expertise including Hosted Intelligent Call Routing, PBX connectivity, Work Force Management (WFM), call center operations and metrics

External vendor management experience

Knowledge of Verizon's enterprise systems, operation and process

Excellent analytical and problem-solving abilities

Ability to efficiently prioritize and organize competing work demands

Ability to work effectively both independently, within a team and between teams

Demonstrated capabilities for creativity and innovation

Experience with Enterprise Clients business process and Relationship Management

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.