Lead Specialist - Service Program Delivery
find more jobs with Verizon It's a brave new world. And you get to tap into it. A world that is connected in more ways than ever before. A world that is empowered by communications. Empowering people to live fulfilling lives. It's a world that moves faster than ever before. And as one of our team members, you'll move with it by helping to deliver innovative communications, information, and entertainment that redefine the scope of technology. Working on our voice, video, and data products means that you are tapped into a company that owns and operates one of the most expansive IP backbone networks in the world. We cover it all. And we're just waiting for your energy to propel us forward on the journey. Job Description Lead Specialist - Service Program Delivery , The Client Services organization is focused on ensuring the satisfaction of the customer base through proactive management and coordination of services that are intended to meet and exceed expectations. The Service Manager works with all service delivery teams within Terremark to ensure that we effectively meet customer requirements while balancing the business objectives of Terremark. The Service Manger will also drive development and overall improvements to the customers' IT management strategy. The Service Manager will receive occasional after-hours calls. Knowledge, Skills & Experience (describes minimum levels of formal education, training, and applicable experience required to perform the role.) * 7+ years experience applying your technical background in a customer-facing role. * Strong hands-on or conceptual-level understanding of networking, Microsoft and or Unix technologies, hardware & software, and ability to learn custom applications. Exposure to VMWare and cloud computing is preferred. * Strong relationship development skills and issue resolution capabilities. * Strong project management skills. * Strong documentation, organizational and interpersonal skills. * ITIL Foundations certification preferred. Essential Functions, Duties, & Metrics (describes the essential functions for which the position has ongoing accountability, the expected results, and the related metrics) Essential Function: Customer Management & Development % Time: 50 * Serve as customer advocate and primary point of contact for assigned Custom/Complex customers through the full customer lifecycle. * Take ownership of all customer issues that are "out of scope" with existing Terremark process and work with internal business owners to develop processes to meet the needs of customer going forward. * Manage and grow customer relationships to deepen existing associations with key technical and management contacts. * Meet with assigned customers on a frequent recurring basis. * Craft and communicate meaningful strategic plans that positively influence leadership and peers based on factual data from effective management of process and integral evaluation of the organizational impact. * Closely shadow customers through the Implementation process. * Serve as Project Coordinator for assigned customers for large projects. * Acts as Project Manager for small/medium projects. * Execute hand-off process from Implementation Services. At Transition to Support, educate clients on proper Customer Support processes and procedures. * Work with Engineering team to identify single points of failure in customer environment; communicate risks to customer and work with Sales to create proposals to remediate findings. Essential Function: Execution % Time: 40 * Create and manage cross-functional internal teams for projects, as required by customer deliverables. * Oversee internal Terremark processes (i.e. billing, customer reporting, ticket handling/resolution, sales proposal generation, etc.) that affect the customer and drive the process where necessary to ensure the best possible customer experience. * Track projects and deliverables for assigned customers. * Notify the Director of Customer Management of all application outages lasting longer than 1 hour; all service-affecting incidents lasting longer than 1 hour; and all network outages/incidents lasting longer than 15 minutes. * Notify the Director of Customer Management of all customer satisfaction issues. * Coordination of client change management activities, using proper change management policy and procedures. * Responsible for systems accuracy of assigned customers. * Adhere and promote Customer Support and operational processes/procedures. * Identify and relay contract renewal opportunities and threats to the Sales organization. * Other duties, as assigned. Essential Function: Reporting % Time: 10 * Aggregate data, format and communicate data to the client. * Generate Monthly / Quarterly / Annual operational briefings and communicate to client. * Aggregate, format and deliver data to client to assist client with audit, compliance and other technical reporting projects. * Assist Account Manager to aggregate, format and deliver data to client to assist client with audit, compliance and other business relationship related reporting projects. Metrics - KPIs (contributes to measures for variable plan participation & annual performance evaluations): * Health of assigned customers is documented on a weekly basis. * Minimum of monthly meeting with assigned customers. * All projects and Action Items are updated to reflect current status. Language Skills (required written or spoken words used for communication e.g. Spanish, English, Cantonese, Dutch) Mathematical Skills (required ability to calculate and/or perform various mathematical procedures e.g. add, subtract, budget numbers, multiply, etc.) Other Skills (additional capabilities or experience gained through training e.g. MS Word, Powerpoint, Programming in Visual Basic, etc.) * With fluency in English, employee must have the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to read and understand service orders and work orders. Ability to speak effectively before groups of customers or employees of organization. * Employee must have strong mathematical skills including but not limited to the ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages. * Must be proficient with MS Word, Excel and Outlook applications. Reasoning Ability (required capability to use logical thinking in order to find results or draw conclusions e.g. synthesize data, analyze data points/information, and argue a point by providing a perspective informed by facts /available data.) * Ability to apply a high level of reasoning and understanding to oversee instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Physical Demands (represents the bodily requirements to perform the essential functions of the job, e.g. lifting up to 50lbs overhead 5-10x per day) Working Environment (description of the physical factors related to the area where the role is performed e.g. noisy, hot, out doors, exposed to rain, wind, and/or other natural elements) The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * This is a fast paced office environment and after hours call do occur and employee is expected to be available. Industry: Information-technology
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