Lead Specialist - Account Services

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NYS Service Program Manager - SPM

Sr Analyst-Prog & Proj Mgmt, Sr Eng Spec-Tech Proj Mgmt, Lead Spec-Account Services

What you'll be doing... Verizon Service Program Management (SPM) provides premium consultative and governance services to the client via a Statement of Work. This SOW can include any combination of the following disciplines and associated deliverables as determined by the client and Verizon and defined in the executed SOW. The functions and deliverables define the context around which the SPM performs overall governance of the client/Verizon business relationship; it is therefore the role of the delivery team assigned to trend overall issues and create/execute recommendations which improve the overall relationship between the client and Verizon. This position is responsible for customer service management and project management for Verizon Wireline's NYS Public Sector customers, via the NYS OGS contracts. Candidate must have 3+ years of customer operations/service management experience or wireline network/operations experience, with good customer speaking/relationship skills and strong knowledge of CSM methodologies and industry processes. Verizon specific or Public Sector support experience is preferred but not required. The standard services performed with Service Program Management are: *Client governance - perform the following functions and report performance - Monitor supplier Key Performance Indicators (KPIs) and ensure OLAs (Operating level agreements) exist based on contractual requirements - Ensuring service levels are attained which includes managing Key Performance Indicators (KPIs) of supplier groups (COEs including Ordering, Billing and Network Assurance). - Managing 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 building new relationships within client - Provide management and direction for client and Verizon service and project teams to ensure execution of 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 SOW's are supportable and executable.

* Service Relationship Management - perform the following functions and report performance as defined in the Deliverables section - Facilitate service communication at the executive level between client and Verizon by conducting executive reviews and by 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 client or Verizon organization), while working with 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 - Understanding of complex integrated solutions relative to Verizon's ability to achieve service levels

* Service Management/Oversight - perform the following functions and report performance as defined in the Deliverables section - 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 - perform the following functions and report performance as defined in the Deliverables section - 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.

What you will need to have:

* Bachelor's degree or four or more years of work experience.

* Three or more years of relevant work experience.

* 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:

* 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)

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