When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

The reporting managers (Creative Content Manager) superpower is ingesting large amounts of data, analyzing the data and whipping up power point decks all in a super-minute. You will be the fastest deck builder that will client face to walk them though your analysis output of Service Improvement Plans along with monitoring ongoing service management to ensure compliance with SLAs and performance commitments, preparing performance reports and service level reports; these reports will collectively show Verizon’s compliance or degree of non-compliance with service levels and compliance with associated performance requirements, maintaining a repository of performance reports, managing dashboard reporting, as mutually agreed to with the client and documented, assessing service level and other contractual remedies. Initiating and managing the process of service credit requests based on non-compliant performance with respect signed agreement; and developing the Service Improvement Plan (SIP) as appropriate while owning and delivering the improvement plans to the client as required. This position is responsible for leading the day-to-day governance, risk management and compliance activities for the Program along with improvement plans to get to green on SLA’s. You will oversee end-to-end service operations and continuous service improvements, maintain operational stability and ensure overall client happiness.

  • Lean into other areas of the Program Office as needed and will work out of the clients system of record and Verizon’s while maintaining accountability and ownership in both.
  • Act as a lead to train off-shore resources on Verizon and client processes’ with overarching accountability for their performance and client facing ownership.
  • Provide SLA compliance reporting and initiate proactive credits should a Service level be missed that entitles Customer to a credit.
  • Ensure clear expectations of the delivered service levels and implementing proactive measures for SLA improvement under continuous service improvement efforts.
  • Document the Service Level Management process, policies, rules and guidelines.
  • Provide reporting management Services to provide the reports set forth in the Agreement.
  • Drive implementation of standard execution of the Service Level Management process.
  • Monitor contractual key performance indicators (“KPIs”), service levels, and operating level agreements (“OLAs”).
  • Review Customer contract performance for compliance with the Agreement terms, including monitoring of all minimum volume commitment thresholds and executing changes as needed.
  • Report results in the governance plan review.
  • Ensure that agreed levels of current IT services are provided, and future services can be delivered within agreed service level targets.
  • Identify SLAs not being met and implement corrective action to remediate.
  • Ensure that all contracted program deliverables are completed and maintained.
  • Host regular meetings and calls with internal and external stakeholders.
  • Prepare and distribute actionable reports and data analysis to demonstrate service performance and continuous service improvement efforts.
  • Maintain procedural standards and support Continual Service Improvement initiatives and overall CSI Program.

Where you'll be working...
In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager. Your assigned office can beany US location.

What we’re looking for...

Accountable and able to work under their own direction, matrix manage and take full ownership of all that comes with this role. This is an independent “can do” person with great client facing / ownership and who needs little direction to exceed and get the job done without management intervention. The strategic relationships you develop with clients, third-party vendors and service delivery partners will be critical to our overall success.
You'll need to have:

  • Bachelor’s degree or four or more years of work experience
  • Four or more years of relevant work experience
  • Experience with large scale Managed Services Accounts and Customized Telecommunication Services and program delivery.
  • External client facing experience required in Problem Management.
  • Four or more years of progressive Telecommunication/IT management experience.
  • ITIL Foundations v3.

Even better if you have:

  • A degree.
  • Experience with Products, Solutions, Services and related operational delivery processes.
  • Ability to work through complex business and client challenges and collaborate in developing and implementing solutions.
  • Well organized with excellent verbal and written communication skills and presentation skills, and the ability to exhibit a presence when necessary.
  • Ability to bring in the right resources to own the client experience from end to end.
  • Self-motivated with demonstrated initiative and results orientation.
  • Works comfortably under pressure and changing priorities.
  • PMP certification.
  • Ability to work through complex business and client challenges and collaborate in developing and implementing solutions.
  • Multiple Intermediate ITIL certifications.
  • PMP certification.
  • Advanced skills in Google suite.

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical, religious, or state law recognized reasons).