Verizon Service Delivery Manager - Public Sector in Dfw Airport, Texas
The Public Sector Service Manager will deliver a tailored customer experience by applying an informed, evolving and consultative process.
Improve system and service performance consistently over the life cycle of the relationship through using standard, consistent, globally applied methods.
Manage day to day operations of a large N-Tier operation including incident management, using ITIL based processes.
Synergize Verizon complex solutions to provide seamless and consistent set of customer touch-points.
Provide deep subject matter expertise on customer systems.
Translate customer priorities and operational needs to Program Director and PSSA Director.
Work with strategic client operating large, highly secure systems comprised of Unix-, Linux-, and Windows-based servers, complex networks, and dedicated and shared databases.
Consult with clients on strategic, organizational, and operational challenges with their systems.
Indirectly manage Services, Operations and Account Management personnel throughout the client delivery lifecycle.
Work with Account Architect to evaluate incoming projects for operational impact to theclient’s system, and implement strategies to mitigate any negative effects.
The Service Manager is responsible for overall accountability for the operational stability for the client’s environment and the client’s satisfaction with their operational interaction with Verizon.
Coordinate Change Request resources
Lead high risk/high visibility Change Requests.
Submit and/or escalating Services Requests.
Submit and/or escalating Problem Tickets.
Lead and manage PR01 calls w/Client and other escalation Bridges.
Review hourly/daily report emails (such as alerts.log, Oracle, and top IP reports).
Facilitate problem solving and technical resolution meetings between the Assigned Client Engineer’s and the client.
Lead and attend daily, weekly, and monthly meetings.
Organize implementing, and reporting the status of ongoing operational improvements to the existing infrastructure.
Review projected level of effort with the ACE team and project teams.
Attend project meetings as directed by the Program Director whereby you will identify risks/issues, progress of project, milestones, current/projected spend, and change orders
Set expectations with the client on operational items.
Assist with managing turnover to operations with the GSSC team.
An Associate’s degree or equivalent experience.
Two or more years of experience in successfully managing large complex systems from an operational management perspective.
Experience with technical projects such as software deployment, enterprise systems infrastructure, business process development, and e-commerce systems deployment, launch and operations.
Willingness to travel, occasional travel may be required.
Ideally, you’ll also have:
A Bachelor’s degree.
General understanding of three tier web application systems, Database operations, Unix and Windows OS; Networking, Scripting and Troubleshooting skills.
Strong background in daily site operations.
Demonstrated ability to handle incidents and run outage calls.
Proven ability to build and maintain long-term, client relationships.
Demonstrated ability to develop and implement client-driven organizational infrastructure.
Proven ability to develop and expand services within existing accounts.
Demonstrated ability to understand business and technical issues in a variety of industries.
Proven ability to manage complex medium to large sized projects using industry standard tools and methodologies.
A solid understanding of overall business functions and the impact of technical decisions on business results.
Outstanding interpersonal and communications skills .
Technology practice management and/or IT consulting experience.
Not to boast, but a little bit about us
Verizon powers America’s fastest and most reliable network. We’re also leading the way in cloud and security solutions, Internet of Things and video entertainment. Technology moves fast and so do we. We believe that bringing great ideas and customer experiences to life should be recognized and rewarded. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.