Service Program Manager

Service Program Manager - SPM

• Job role is a Service Program Manager, specifically handling Client NYS OGS services under the TCS Telecom Contract.
• Should have telecom reporting/governance/contract management/service management/compliance experience, and NYS/Public Sector experience is a big plus.
• Client Service Program Management (SPM) provides premium consultative and governance services to the client via a Statement of Work.
• This SOW can include any combination of the following disciplines and associated deliverables as determined by the client and Client and defined in the executed SOW.
• The functions and deliverables define the context around which the SPM performs overall governance of the client business relationship; it is therefore the role of the delivery team assigned to trend overall issues and create/execute recommendations which improve the overall relationship between the client and Client.
• This position is responsible for the quarterly reporting for the NYS OGS contract - must have good customer speaking/relationship skills and strong knowledge of Excel, and other Micro soft systems

• Monitor supplier Key Performance Indicators (KPIs) and ensure OLAs (Operating level agreements) exist based on contractual requirements
• Ensuring service levels are attained which includes managing Key Performance Indicators (KPIs) of supplier groups (COEs including Ordering, Billing and Network Assurance).
• Managing the Service Portfolio, ensuring processes exist and are followed for Change Management, planning for Demand Management and oversight of Financial Management.
• Proactively develop and maintain executive client relationships as well as building new relationships within client
• Provide management and direction for client and Client service and project teams to ensure execution of overall governance plan.
• Conduct reviews to monitor progress and execute remediation.
• Proactively review client performance to ensure compliance with all requirements contained in the master agreement terms, including monitoring of all minimum thresholds and executing changes as needed, and conducting periodic governance reviews.
• Manage global Day 2 Operations including contracted requirements assurance
• Proactively develop Global risk mitigation strategies for client services
• Develop solutions for complex business and client challenges; complex problem solving
• Responsible for highlighting value and enhancing opportunities to drive new revenue growth
• Provide client advocacy during contract negotiations to ensure terms included in agreements, amendments and SOW's are supportable and executable.

• Facilitate service communication at the executive level between client and Client by conducting executive reviews and by proactively raising issues that cross minimum performance threshold in terms of time to repair, etc.
• Oversee the initiation and resolution of critical service issues requiring escalation (either within client or Client organization), while working with client and Client technical teams to define overall remediation plans.
• Client Enablement - Identify and execute strategies to increase self-service utilization and expand self-service to other elements of the relationship where such expansion is mutually beneficial.
• Drive online and eMedia tool enablement and adoption
• Understanding of complex integrated solutions relative to Client's ability to achieve service levels

• Act as client advocate to assist with accelerating service issue resolution by engagement of appropriate client and/or Client resources.
• Act as client advocate to accelerate billing/accounts payable issue resolution by engagement of appropriate client and/or Client resources.
• Financial Management - oversee the identification and resolution of issues negatively affecting the financial health of the Client relationship, such as revenue trends, contractual commitments, accounts payable, etc.
• SLA Performance Management - strive to adhere to SLAs identified in the contract.
• Identify SLAs not being met and liaise with involved departments to ideally provide corrective action based on trends.
• Identification and corrective trends would be represented in a Service Improvement Plan.
• Develop, execute and maintain the Continual Service Improvement Plan for ongoing delivery
• Complex Service Integration - oversee complex solution assessment, deployment and management to optimize client experience with new services
• Proactively ensure First Invoice reviews occur for newly established billing IDs to confirm contract rate treatment.
• Oversee resolution of identified inconsistencies to achieve contract compliance.

• Identify opportunities for service improvement and risk mitigation across the service continuum, and engage appropriate Client and Client resources to execute associated plans.
• Change Management - Identify and execute improvements in methods, processes and procedures used to institute service and other changes in the overall Client relationship.

• must have good customer speaking/relationship skills and strong knowledge of Excel, and other Microsoft systems