The SPM is responsible for Lifecycle Governance of an assigned client base. This includes management of client Operation and
achievement of associated service levels that deliver contracted business
outcomes. The SPM has responsibility for Relationship Management,
developing and maintaining executive client relationships as well as forging
new relationships within assigned clients. The SPM provides value to the
clients thru the delivery of services from Transition to Day 2 Operation. This
also includes developing risk mitigation strategies that minimize business
disruption. Additionally, the SPM must have the ability to work through
complex business & client challenges and collaborate in developing and
implementing solutions.

The SPM is responsible for ensuring service levels are attained which
includes managing Key Performance Indicators (KPIs) of supplier groups
(COEs including Ordering, Billing & Network Assurance).

Specific responsibilities for SPM include managing the Service Portfolio;
ensuring processes exist for Change Management, planning for Demand
Management & oversight of Financial Management. In addition, the SPM is
responsible for development and maintenance of the Continual Service
Improvement Plan for ongoing delivery of services.

Key responsibilities & duties:

Ensure attainment of client service levels and service deliverables based on
contractual commitments (Contract management and compliancy)
Ensures that change management processes are documented and in
production
Ensure day two operations meet contracted requirements
Proactively develops & maintains executive client relationships as well as
building new relationships within assigned client base
Develop & maintain ongoing Service Improvement Plan for key performance
metrics at risk, business & service solutions for complex business & client
challenges; ability to solve complex problems
Proactively develop and document risk mitigation strategies for Client
services
Drive online & eMedia tool enablement and adoption
Provide financial management support relative to contractual commitments
and SLAs (Service Level Agreements)
Ensure incident management and problem management process is
communicated for day 2 operation based on contractual requirements
Establish & maintain client governance communication and CSI roadmap
Monitor supplier KPIs (Key Performance Indicators) and ensure OLAs
(Operating level agreements) exist based on contractual requirements
Interface with key functional support teams within Verizon & TPV s as it
relates ongoing customer support
Job ID: 471763