Service Program Manager

Verizon Communications-posted about 1 year ago
Full-time • Mid Level
Remote • Richmond, VA
Telecommunications
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The Service Program Manager at Verizon is responsible for ensuring the seamless operation and resilience of IT services, focusing on managing third-party vendors. This role combines strategic planning, vendor relationship management, risk mitigation, and technical understanding to enhance service quality and efficiency.

  • Define and manage the scope, budget, and timeline for service-related programs and projects.
  • Develop and implement effective communication plans to keep stakeholders informed of program status and potential impacts.
  • Proactively identify and resolve risks and issues that could impact service delivery.
  • Drive continuous service improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
  • Lead the sourcing, onboarding, and ongoing management of third-party vendors critical to service delivery.
  • Negotiate and manage vendor contracts, ensuring alignment with business needs and budgetary constraints.
  • Establish and monitor vendor performance metrics, ensuring service level agreements (SLAs) are met or exceeded.
  • Conduct regular vendor performance reviews and implement corrective action plans as needed.
  • Develop and maintain strong relationships with key vendor contacts.
  • Collaborate with internal stakeholders across various departments to ensure alignment on vendor management and service continuity initiatives.
  • Bachelor's degree in business administration, information technology, or a related field, or four or more years of work experience.
  • Four or more years of relevant work experience in a service program management role, with a focus on vendor management and service continuity.
  • Strong understanding of vendor management lifecycle and best practices.
  • Proven experience in developing and implementing service continuity plans.
  • Excellent communication, interpersonal, and stakeholder management skills.
  • Strong analytical and problem-solving abilities.
  • Relevant industry certifications (e.g., ITIL, CBCP)
  • Hybrid work environment with defined work location including work from home and office days.
  • Diversity and inclusion initiatives promoting a collaborative and inclusive environment.
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