Service Manager

Responsibilities

Verizon is looking for an experienced services delivery professional to manage the relationship with and delivery of services to one or more strategic clients. 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 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 Services Support Center).  Our clients typically consist of Focus 100 companies in a variety of industries.  

The Service Management 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
• 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 N-Tier operation including incident management, using ITIL based processes
• Synergizing Verizon complex solutions to provide seamless and consistent set of customer touch-points
• Adopting advances in practices and processes
• Providing deep subject matter expertise on customer systems
• Translating customer priorities and operational needs to Program Director and PSSA Director

This role will require the candidate to:

• 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 Services, Operations and Account Management personnel throughout the client delivery lifecycle;
• Must have a general understanding of the following areas:
  • Three tier web application systems
  • Database operations
  • Unix and Windows OS
  • Networking
  • Scripting
  • Troubleshooting skills
• Establish and maintain long-term relationships with client(s) and third-party vendor personnel;
• Develop, track and report on Service Level Agreement compliance for existing services contracts;
• Develop and manage relationships with service delivery partners;
• Work with Account Architect to evaluate incoming projects for operational impact to the  client’s system, and implement strategies to mitigate any negative effects; and
• The Service Manager is responsible for overall accountability for the operational stability for the client’s environment & the client’s satisfaction with their operational interaction with Verizon
  • 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).
  • Service Managers are responsible for facilitating problem solving and technical resolution meetings between the Assigned Client Engineer’s and the client.
  • Service Manager is responsible for leading and attending daily, weekly, and monthly meetings
• Organize, implement, and report status of ongoing operational improvements to the existing infrastructure

The Service Manager is responsible for

• Review projected level of effort with the ACE team and project teams
• Attend project meetings as directed by the Program Director, identify risks/issues, progress of project, milestones, current/projected spend, change orders, etc.
  • Set expectations with the client on operational items
  • Assist with managing turnover to operations with the GSSC team

Qualifications

REQUIREMENTS:

• 5+ years experience in successfully managing large complex systems from an operational management perspective
• Bachelor's degree preferred
• Strong background in daily site operations
• 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
• Prefer technology practice management and/or IT consulting experience
• 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
• This position is focused on operational support; but project plans will be used for larger initiatives

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.