Role Description:

• Accountable for the overall program success of the account as measured against the approved business case, contractual deliverables and key customer satisfaction criteria.
• Overall accountability for implementing customer approved account governance, and managing all critical executive level customer escalation communications.
• Accountable for ensuring seamless and effective management and alignment across all critical cross functional areas/roles within Verizon and with third party partners to achieve the required business outcomes for Verizon and the client on assigned deals, including close collaboration with functional executives from Sales, Operational teams, Finance, PCM, Product Management, Commercial Management and Legal.

Required Skill Set:

• A balance of client relationship management, business management, operational, technical and programme management skills.
• A senior business leader with management experience in the IT & Communications industry operating with major international corporate clients in the following areas:
  • Sales, operational delivery and customer relationship management of high profile and high value complex global networking, IT applications and outsourced accounts
  • P&L accountability, financial and general business unit management
  • Large scale domestic and international organizational management involving complex internal matrix management  and external partner/third party relationships
  • Demonstrable experience in formal implementation and delivery models including working with partners and third party sub-contractors
  • ITIL based managed services delivery experience in ITO, BPO and enterprise grade application management
• Effective communicator that is able to establish strong C-level relationships both internally and externally
• Excellent commercial acumen with demonstrable experience of successfully managing client and third party negotiations involving $100m+ TCV outsource contracts on a global basis
• Extensive professional knowledge of market segment, industry and technology trends
• Strong cultural understanding of the applicable market and relevant language skills to be successful in that market
• Bachelor degree or higher and strong ITIL qualifications

Responsibilities:

Leadership 

• Build and lead a team of highly talented professionals to successfully manage assigned accounts to meet the required targets for P&L achievement, delivery and customer satisfaction. 
• Provide highly visible leadership for the internal cross functional teams to ensure a mutually successful outcome for the client and Verizon. 
• Working with the Sales team provide the primary point of contact for all client needs, requirements and expectations with regard to the Verizon relationship.

Business Growth

Actively work with Sales in assigned accounts to:

• Grow and diversify the revenue base to exceed sales imperatives
• Target and close new business, as assigned, within defined financial and operational parameters
• Translate new customer requirements into formal agreements, establishing specific solutions and leading the efforts to drive to a successful client outcome.

Client Satisfaction

Ensure the highest level of client satisfaction in assigned accounts through:

• Ensuring successful delivery of Verizon committed deliverables to achieve the clients targeted business outcomes
• Establishing programs to bring innovation to the client relationship beyond contracted commitments
• Managing executive sponsorship and the most senior client executive relationships for current and future relationship growth
• Planning and managing customer satisfaction programs for Transition, Transformation and ongoing service operation
• Measuring, tracking and reporting on service level performance and developing the necessary improvement plans as required.
• Meet regularly with most senior client executives to ensure a strong relationship and that any required improvement actions are tracking successfully

Commercial Management

Ensure that the assigned accounts achieve their respective target business case outcomes maximizing overall profitability whilst minimizing commercial risk and retaining client satisfaction, through: 

• Taking a leadership role in commercial, solution definition and operational negotiations with the client and third parties with personal involvement as required. 
• Establishing processes to ensure the delivery of contractual commitments, achieve the necessary business controls and manage commercial risk. 
• Putting in place controls that ensure that any significant contract change which could affect either the P&L performance against business case or customer satisfaction is identified and proactively reviewed and approved at the appropriate level within Verizon
• Ensuring the necessary team performance and personal participation as required to successfully conclude client negotiations.

Financial Management

Work with Verizon cross-functional teams to drive the reporting and proactive reviews required to meet the P&L results for assigned accounts:

• Review results with the account leadership teams on a monthly basis
• Pursue and monitor the required corrective actions until the P&L tracks to the business case
• Drive client P&L improvement programs, including addressing new business growth opportunities, operating cost optimization and pursuing third party vendor cost reduction

Governance

Establish robust governance processes for assigned accounts that will ensure the achievement of financial targets, client satisfaction, management of commercial risk and maintenance of compliance by:

• Leading the most senior level of client governance for assigned accounts
• Ensuring that the necessary business controls are implemented and maintained for the assigned accounts
• Identifying any trending against key customer satisfaction objectives which may require the establishment of an improvement program.
• Driving processes for the development, implementation and regular review of any such improvement plan

Continuous Improvement  

Work with all relevant Verizon cross-functional teams to drive continuous improvement in Verizon’s strategy and approach to winning and managing complex and Integration Deal clients.