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Job Details

Verizon Communications Inc

Service Level Reporting Manager ( 595151-1E )

Customer Service

Assistant Manager



Richardson, Texas, United States

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 Service Level Reporting Manager is a highly visible role within the Walgreens PMO. Your primary responsibility will be creating and delivering both internal and external customer reports within their specified contractual time lines. This role demands someone with strong analytical and creative skills who has the ability to source and analyze large amounts of raw data collected from multiple systems, identify patterns, trends and opportunities, and develop insights and outputs based on the data that can be translated into graphical high-quality reports for consumption at the Executive leadership level. The ability to execute to tight timelines, and be flexible and adaptable in a fast paced environment, often handling multiple competing priorities is essential. The successful candidate will need to be a strong communicator, extremely detail oriented, well organized, and have advanced proficiency in Microsoft Office and Google Docs.

  • Responsible for the coordination, creation and delivery of all contractual Service Level Management reporting for the program.
  • Become a subject matter expert by developing a strong understanding of the contractual SLA framework, key metrics and relevant drivers and factors to achieve maximum performance.
  • Ensure clear expectations of the delivered Service Levels and implement proactive measures for SLA improvement under Continuous Service Improvement ("CSI") efforts.
  • Document the Service Level Management process, policies, rules and guidelines.
  • Monitor contractual key performance indicators, Critical Service Levels ("CSLs"), Key Metrics ("KMs"), 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.
  • Consult with Customer to host and deliver Service Level Management performance in various IT Governance meetings.
  • Identify key performance metrics not being met and implement corrective actions to remediate.
  • Ensure that all contracted program deliverables are completed and maintained.
  • Maintain procedural standards and support Continual Service Improvement initiatives and overall CSI Program.
  • 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.
  • Collaborate with cross-functional business stakeholders to continually improve performance and process.
  • Assist with internal and external Audits.

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 be any 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

NYC candidates: Verizon requires new hires to be fully vaccinated against COVID-19 for onsite and hybrid NYC roles. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons). Additional information will be provided during the hiring process.