Verizon Service Delivery Manager in Dfw Airport, Texas
Verizon Enterprise Services is looking for an experienced Hosting and IT Managed Services delivery professional to assist in managing the relationship with and delivery of IT services to a large strategic client. Verizon’s services include the design, implementation, 24x7 management, and growth of highly available, scalable and fault tolerant N-Tier systems – both corporate and e-commerce. In delivering these services, the Service Delivery Manager will work through and collaborate with various technical teams and resources consisting of Architects, DBAs, Sys Admins, Client Engineers and our 24x7 GSSC (Global Support Services Center).
The Service Delivery team will deliver a tailored customer experience by applying an informed, evolving and consultative process through:
Advocating for the Customer and Verizon to the benefit of the operations management and service relationship for eCommerce type systems
Improving system and service performance consistently over the life cycle of the relationship through using standard, consistent, globally applied methods
Managing day to day operations of a large e-commerce N-Tier operation including incident management
Synergizing Verizon complex solutions to provide seamless and consistent set of customer touch-points
Adopting advances in practices and programs
Providing deep subject matter expertise on customer systems
Translating customer priorities and business direction into Verizon Business action
This role will require the candidate to:
Work with a large, strategic client operating large, highly secure corporate and e-commerce 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;
Directly and indirectly manage Sales, Services, Operations and Account Management personnel throughout the client delivery lifecycle;
Must have detailed understanding in the following areas:
Three tier web application systems
Unix and Windows OS
Troubleshooting skills - hands on not required but conceptual understanding is.
Establish and maintain long-term relationships with client(s) and third-party vendor personnel;
maintain multi-million dollar services contracts;
Develop, track and report on Service Level Agreement compliance for existing services contracts;
Develop and manage strategic relationships with service delivery partners;
Evaluate incoming projects for operational impact to the client’s system, and implement strategies to mitigate any negative effects; and
Coordinating Change Request resources
Leading high risk/high visibility Change Requests
Review of the previous night’s changes.
Submitting and/or escalating Services Requests
Submitting and/or escalating Problem Tickets
Leading and managing PR01 calls w/Client and other escalation Bridges
Review of hourly/daily report emails (such as alerts.log, Oracle, and top IP reports).
SDM’s are responsible for facilitating problem solving and technical resolution meetings between the CE’s and the client.
SDM is responsible for leading and attending daily, weekly, and monthly meetings
Organize, implement, and report status of ongoing operational improvements to the existing infrastructure
SDM will review project scope and project charters
Create service orders, review with Client, and process SO to completion
Review projected level of effort with the CE team
Attend project meetings with client, identify risks/issues, progress of project, milestones, current/projected spend, change orders, etc.
Set expectations with the client
Assist with managing turnover to operations with the Manageware team
This is NOT a project management position.
College Degree preferred and 5+ years’ experience in successfully managing large complex, IT systems from an operational management perspective (i.e. 24/7 operational availability)
Demonstrated ability to handle incidents and run outage calls
Demonstrated ability to build and maintain long-term, client relationships
Demonstrated ability to develop and implement client-driven organizational infrastructure
Demonstrated ability to develop and expand services within existing accounts
Demonstrated ability to understand business and technical issues in a variety of industries
Experience with technical projects such as software deployment, enterprise systems infrastructure, business process development, and e-commerce systems deployment, launch and operations
Must be able to manage small to medium 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 required
Must have high energy and drive to solve problems
Occasional travel may be required
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.