Senior Service Lead Program Manager

3 weeks ago

New York, New York, United States Verizon Full time
About the Role

We are seeking a highly skilled Senior Service Lead Program Manager to join our team at Verizon. In this role, you will be responsible for providing dedicated oversight and executive program support for Verizon's NYC OTI "TEA" backdrop contract.

Key Responsibilities
  • Monitor supplier Key Performance Indicators (KPIs) and ensure Operating Level Agreements (OLAs) exist based on contractual requirements.
  • Ensure service levels are attained, including managing KPIs of supplier groups (COEs including Ordering, Billing, and Network Assurance).
  • Manage the Service Portfolio, ensuring processes exist and are followed for Change Management, planning for Demand Management, and oversight of Financial Management.
  • Proactively develop and maintain executive client relationships as well as build new relationships within the client.
  • Provide management and direction for client and Verizon service and project teams to ensure execution of the overall governance plan.
  • Conduct reviews to monitor progress and execute remediation.
  • Proactively review client performance to ensure compliance with all requirements contained in the master agreement terms, including monitoring of all minimum thresholds and executing changes as needed, and conducting periodic governance reviews.
  • Manage global Day 2 Operations, including contracted requirements assurance.
  • Proactively develop Global risk mitigation strategies for client services.
  • Develop solutions for complex business and client challenges; complex problem-solving.
  • Responsible for highlighting value and enhancing opportunities to drive new revenue growth.
  • Provide client advocacy during contract negotiations to ensure terms included in agreements, amendments, and SOWs are supportable and executable.
Service Relationship Management
  • Facilitate service communication at the executive level between the client and Verizon by conducting executive reviews and proactively raising issues that cross minimum performance threshold in terms of time to repair, etc.
  • Oversee the initiation and resolution of critical service issues requiring escalation (either within the client or Verizon organization), while working with the client and Verizon technical teams to define overall remediation plans.
  • Client Enablement - Identify and execute strategies to increase self-service utilization and expand self-service to other elements of the relationship where such expansion is mutually beneficial. Drive online and eMedia tool enablement and adoption.
  • Understand complex integrated solutions relative to Verizon's ability to achieve service levels.
Service Management/Oversight
  • Act as client advocate to assist with accelerating service issue resolution by engagement of appropriate client and/or Verizon resources.
  • Act as client advocate to accelerate billing/accounts payable issue resolution by engagement of appropriate client and/or Verizon resources.
  • Financial Management - oversee the identification and resolution of issues negatively affecting the financial health of the Client/Verizon relationship, such as revenue trends, contractual commitments, accounts payable, etc.
  • SLA Performance Management - strive to adhere to SLAs identified in the contract. Identify SLAs not being met and liaise with involved departments to ideally provide corrective action based on trends. Identification and corrective trends would be represented in a Service Improvement Plan.
  • Develop, execute, and maintain the Continual Service Improvement Plan for ongoing delivery.
  • Complex Service Integration - oversee complex solution assessment, deployment, and management to optimize client experience with new services.
  • Proactively ensure First Invoice reviews occur for newly established billing IDs to confirm contract rate treatment. Oversee resolution of identified inconsistencies to achieve contract compliance.
Service Improvement Initiatives
  • Identify opportunities for service improvement and risk mitigation across the service continuum, and engage appropriate Client and Verizon resources to execute associated plans.
  • Change Management - Identify and execute improvements in methods, processes, and procedures used to institute service and other changes in the overall Client/Verizon relationship.
Requirements
  • Bachelor's degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Five or more years of relevant client-facing service management experience, including prior telecommunications industry experience related to billing/compliance/reporting/program/project management.
  • Extensive knowledge of telecommunications systems and processes.
  • Good customer speaking/relationship skills and strong knowledge of Excel, and other Microsoft systems.

Even better if you have one or more of the following:

  • Masters degree.
  • Strong core networks - Internet and MPLS, WAN Optimization.
  • Documentation skills: Visio, G-Suite, Jive, MS Office suite.
  • Prior Public Sector Service Management / Customer Operations experience.
  • Prior Verizon Wireline Operations/Customer Service experience.
  • Strong Knowledge of TDM and IP Networking and Voice systems (Ethernet, Centrex, POTS, VOIP, DIA, UC).

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

Work Environment

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

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.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short-term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance, and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

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