Service Program Manager

Verizon Communications • Richmond, VA

435d • Remote

About The Position

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.

Requirements

• 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.

Nice To Haves

• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Relevant industry certifications (e.g., ITIL, CBCP)

Responsibilities

• 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.

Benefits

• Hybrid work environment with defined work location including work from home and office days.
• Diversity and inclusion initiatives promoting a collaborative and inclusive environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Telecommunications
• Education Level: Bachelor's degree