Verizon Communications Richmond , VA 23234
What you'll be doing...
Our success depends on delighting our customers and making sure they stick around. You'll be leading the team that manages post-sales relationships with our clients, ensuring that their expectations are met or exceeded. In addition to organizing and supervising the team's work, you'll create a great environment for your team by providing clarity, direction and feedback. Living up to our customer commitments is a top priorityyou'll play a key role in making sure we do exactly that.
Leading a team of technical program managers, planning and reviewing their work, plus removing barriers and solving problems to help them be optimally productive.
Overseeing customer performance analysis, customer network reporting, and SLA compliance.
Guiding team members in handling especially challenging service availability issues.
Ensuring team members maintain strong customer relationships.
Setting departmental goals and budgets.
Initiating new processes to improve the team's performance.
Being a primary liaison between the Verizon project team and the client.
Monitoring ongoing service management to ensure compliance with SLAs and performance.
Engaging with Network Operations to communicate and escalate any outage and performance issues to Verizon and the client.
Delivering and maintaining an overall Program Plan for the life of the contract.
Assisting the Account Team in fielding any business and technical requests and engage the appropriate internal Verizon resources.
Monitoring resource load and distribution to ensure the quality delivery of services.
Ensuring all contracted program deliverables are completed.
Facilitating long range business planning meetings with the Account Team and the Client in support of the client's long-term business strategies and plans.
Participating in any technical, network, SLA, and contract compliance escalations and assisting with the prioritization and resolution of escalations.
Researching, recommending, and briefing the Client on new technology applications and services that maybe provided by Verizon.
Establishing periodic status meetings with the Client, Verizon and TPVs to discuss status of contractual relationship.
Presenting a formal monthly program review for the Client, examining all aspects of the Verizon solution and recommending measures for improvement.
What we're looking for...
You'll need to have:
Bachelor's degree or four or more years of work experience.
Six or more years of relevant work experience.
Project and program management experience.
Even better if you have:
Led a team.
Experience working with global service desk and incident management functions.
Demonstrated strong technical skills in networks, managed services, CPE, applications hosted/DCS services, security, IT services, or unified communications.
Certifications, like Cisco or ITIL Foundations V3 through Expert level.
Background in Data Management.
Program Management reporting experience.
Demonstrated strong technical abilities in IT and Telecom.
Experience driving development of solutions that are aligned with customers' emerging business needs.
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.