MANAGER-SERVICE DELIVERY

•Provide functional, process and planning oversight to Regional SDMs on the Program. Chair weekly SDM team reviews to address all SDM matters of global, chronic and procedural nature. Prepare weekly SDM report.
•Monitor day-to-day Global Service delivery activities and providing support for Regional Service Delivery managers.
•Perform situation management and assist in root cause analysis for escalations.
•Ensure service levels for contracted services are measured, reported and used to promote an increased level of customer satisfaction.
•Support other VZB Business Units in creating and managing the Region’s Operational Manual (service desk procedures, incident management, problem management, escalation management).
•Provide effective communication to management and other VZB business units as appropriate and necessary.
•Support Incident and Emergency Management activity, support in-region escalation management
•Support Service Activation/Delivery Management - particularly complex, highly visible and escalated orders
•Reporting structure & SLA Performance measurement:
•Set-up, maintain and support SLA reporting structure for Services delivered within region.
•Own scorecard to measure overall performance for the Region.
•Monitor and control the service as delivered throughout the duration of the contract and report on Service performance at regular intervals with the client and within VZB.
•Participate and contribute to monthly Service Performance review process. Assist in identification of chronic or systemic service delivery issues, recommend, launch and manage service improvement initiatives accordingly.
•Manage the Client facing Continuous Service Improvement Plan - document, initiatives and process.
•Establish and maintain a high degree of customer satisfaction by initiating and owning service and/or process improvement programs for achieving business effectiveness and efficiency.
•Support definition and changes or regionally owned service delivery processes.
•Coordinate critical incident support activity (escalation management) within VZB and client as required.
•Assist in the support and delivery of VZB’s services that are appropriate to client’s business requirements.
•Attend Global Governance Meetings with Global Client Service Delivery representatives.
•Prepare, present and report on related Program Delivery initiatives and on-going performance
•Oversee escalations that arise from Global Governance reviews with respect to issues with possible impact the customer’s environment

•Manage and control the overall Customer Service relationship via regular business and operational reviews with customer.
•Interface with Relationship Management, PMO, Engineering and other delivery stakeholders in order to oversee all regional Service Delivery requirements and ensure core business issues are being addressed.
•Set customer expectations and educate customer and internal VZB groups as necessary to ensure all understand the level of service VZB is obligated to provide.
•Develop customer loyalty together with the Relationship Management team.
•Support all Transition and Transformation activities from the perspective of impact to Service Delivery Processes. Assess and document impact, launch initiatives and train VZB stakeholders accordingly.
•Responsible for the continuity of contractual Service Delivery related deliverables, such as Operations Manuals, Policies & Procedures Manuals.
•Provide Program wide leadership for all service improvement matters and support all adjacent business processes as Service Delivery SME.
•Act as main POC for all process integration initiatives and queries from other operational VZB Program groups, such as GNOC, Security Operations, Service Desk, Voice Operations, Field Operations.
•Support TPV Managers with queries related to VZB and Client Contract Operations matters.

Qualifications:

•Certification of ITIL foundation or above
•PMP or other formal Program Management certification
•10 years of operational and delivery related Telecommunications/IT industry experience at regional/global level.
•Sound Technical knowledge of network services, network management, firewall services and VZB and/or third party’s Telecommunication and IT services.
•Demonstrated effective relationship management skills
•Ability to prioritize and coordinate multiple projects across multiple organizations
•Advanced knowledge of MS Office applications
•Strong communication and presentation skills
•Excellent Leadership and empowerment skills
•Ability to work very independently and maintain composure and focus under extremely stressful customer impacting situations
•Ability to deal with Client representatives at Country CTO, Network and Operations Director level

•Technical Bachelor’s Degree, MBA
•Strong Billing process knowledge

Travel as necessary and approved

Additional Qualifications:

•5 years of experience as Service Delivery Manager within Verizon Business or communications industry experience.
•Experience in Customer Service of Premier Accounts
•Good knowledge of VZB internal systems & processes (F&E, ETMS, VBC…)
•Advisory and negotiative in nature
•Uses expertise and experience to directly influence others outside department or function


If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=1067294-1789-2772