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Service Program Manager

07/03/2018Call Center
Job Location:
Hilliard, OH
Metro Area:
OH - Columbus
Company Name: Verizon
Website:  Click to Visit
Verizon

What you’ll be doing...

PLEASE NOTE:

This position is location in Columbus, OH.

Our success depends on delighting our customers – You’ll be supporting our customer in a post-sale lifecycle service support role to a utility customer based in Columbus, OH. The Service Program Management role is accountable for the post-sales relationship with the client; overseeing the operational health of Verizon Services from delivery through lifecycle support. Ensures and manage internal & external resources to deliver services maintain their compliance with customer contractual commitments. Service governance reporting and financial management relative to contractual commitments and SLA’s, including Billing account strategy, setup and optimization. Responsible to coordinate the establishment of customer specific Service Plans with strategic focus on Continual Service Improvement. Attention in resolving business challenges and growing customer’s relationship with Verizon.

This Service Program Management role provides post-sales, lifecycle relationship, governance and support to solve a wide range of issues or challenges - Performs analysis of issues or problems. Monitors defined KPIs (Key Performance Indicators) across several technologies and implements action plans when metrics fall below agreed KPIs. Provides financial support relative to contractual commitments and SLA’s, including billing account strategy, setup and optimization.

  • Accountable to ensure Service led contractual commitments are achieved, customer satisfaction is met, and corporate policies are adhered to.
  • Resolve complex business problems or escalations by collaborating with internal and external stakeholders as needed.
  • Participates as needed in Service Reviews.
  • Act as escalation POC to the Customer for all Service related matters.
  • Lead efforts to escalate across internal functional groups to resolve Service or Client business impacting issues.
  • Responsible for identifying opportunities within the base that can drive new revenue growth.
  • Willingness to be on call for afterhours support as needed.
  • Maintain a thorough understanding of Verizon Products & Solutions.
  • Support the Verizon Credo through adherence to company policies, processes and practices.
  • This is customer facing role with main point of contact for customer service support role.
  • Work city and state are flexible based on Verizon locations.

What we’re looking for...

PLEASE NOTE:

This position is location in Columbus, OH.

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.

Even better if you have:

  • A degree.
  • Three or more years of Service Management related experience.
  • Proven ability to manage and negotiate with internal and external organizations.
  • Strong organization, presentation, and problem solving skills.
  • Advanced verbal and written communication skills.
  • Demonstrated ability to communicate with multiple levels of leadership.
  • Strong Business and Financial Acumen.
  • Experience with Microsoft Office suite, including PowerPoint, Excel and Word
  • Project/Program Manager experience including 3rd party vendor management.
  • Knowledge of various systems including: ETMS, EzStatus, VECRM, Dynamic Network Manager.
  • ITIL V3 or Project Management Professional (PMP) Certification.

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, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

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