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Service Program Manager

Expired Job

Verizon Communications Irving , TX 75061

Posted 3 months ago

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.

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Service Program Manager

Expired Job

Verizon Communications