Verizon Service Program Manager in Morristown, Tennessee

What you’ll be doing...

You will be responsible for Lifecycle Governance of an assigned Global client base, handling global service level management, and developing working knowledge of the clients’ regional operations. You will also handle relationship management, and will be developing and maintaining executive client relationships as well as forging new relationships within assigned clients.

  • Managing client operation and achievement of associated service levels that deliver contracted business solutions.

  • Providing value to client(s) thru the delivery of services from Transition to Day 2 Operation.

  • Developing risk mitigation strategies that minimize business disruption.

  • Ensuring service levels are attained which includes managing KPIs of supplier groups (COE’s including Ordering, Billing and Network Assurance).

  • Managing the Service Portfolio, ensuring processes exist for change management, planning for demand management and overseeing financial management.

  • Developing and maintaining a Continual Service Improvement Plan for delivery of services.

  • Attaining client service levels and service deliverables based on contractual commitments (contract management and compliancy).

  • Ensuring global change management processes are documented and are in production.

  • Managing global Day 2 Operations including contracted requirements assurance.

  • Maintaining the ongoing Service Improvement Plan for key performance metrics at risk.

  • Proactively developing global risk mitigation strategies for client services.

  • Developing solutions for complex business and client challenges.

  • Providing financial management support relative to contractual commitments and SLA’s.

  • Ensuring service capacity is matched to agreed current and future business demands (Availability Management).

  • Ensuring all services can be recovered in line with agreed business needs, budget, and timescales (Service Continuity Management).

  • Driving online and eMedia tool enablement and adoption.

  • Overseeing global client financial management results.

  • Ensuring incident management and service desk model is developed and communicated and improved upon for day 2 operation.

  • Establishing and maintaining client governance communication and CSI roadmap.

  • Monitoring supplier Key Performance Indicators (KPIs) and ensuring OLAs (Operating level agreements) exist based on contractual requirements.

  • Highlighting value and enhancing opportunities to drive new revenue growth.

  • Understanding complex integrated solutions relative to Verizon’s ability to achieve service levels.

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.

  • Supplier management experience.

  • ITIL v3 certification

  • ITIL Foundations v3 certification plus books 4 & 5.

  • Project Management Professional (PMP) certification

Even better if you have:

  • A degree.

  • Demonstrated excellent client and organization, communication and process skills.

  • Experience with project/program management, including vendor management for accounts of medium complexity.

  • Familiarity with complex integrated solutions and delivery of associated business outcomes.

  • Ability to work through complex business and client challenges and to collaborate in developing and implementing solutions.

  • Functional capabilities:

  • Consulting and advisory skills

  • Emerging trends and technology landscape

  • Technical solutions communication

  • Business and financial acumen

  • Capacity planning/optimization

  • Project management

  • Service maintenance and enhancement

  • Technical documentation

  • Customer solutions support

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.

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