What you’ll be doing...

Service assurance is how we know we’re living up to our customer commitments. You’ll be leading service assurance for one of our multimillion dollar clients, ensuring that our performance is in line with our contractual requirements. You’ll keep track of our custom service level agreements (which can be pretty complex), and take swift corrective action if you find us falling behind. You’ll play a critical role in making sure that here, we keep our promises.

  • Monitoring ongoing service management to ensure compliance with SLAs.

  • Preparing performance and service level reports.

  • Managing dashboard reporting.

  • Working with the customer to remedy any incidents of noncompliance.

  • Supervising project teams to take on specific initiatives.

You will be responsible for managing data center products and solutions by organizing, directing, coordinating plans, and implementing all service delivery activities; interacting with the customer and the Program Delivery Executives regarding issues and status of the Statements of Work; coordinating financials, capacity planning; performance data and reports results to client; preparing management reports; creating, revising, and updating programs standard operating procedures; keeping appropriate individuals up-to-date on new, existing, and possible emerging products and solutions; interfacing with client stakeholders to assure communications are comprehensive, understandable and meet or exceed expectations. See below a list of activities required in this role.

Portfolio Management

  • Work with internal Verizon service organizations to deliver products and services based on customer requirements.

  • Negotiate and manage support contracts and agreements related to services provided to the customer by internal Verizon service organizations and/or 3rd Party Vendors.

  • Maintain and track portfolio assets and resources such as hardware, software licenses, service contracts and agreements, technical talent and resources.

  • Maintain and track End-of-Life, End-of-Support across the customer base base of assets and portfolio.

  • Work with Service and Operations teams to identify capacity demand for the customer portfolio. Work with Verizon and 3rd Party vendors to satisfy consumption needs.

  • Must be able to work with the customer, Verizon product organizations and 3rd Party vendors on roadmap management.

  • Must be able to work with Service Management teams to deliver on decision management, support, and other types of reporting.

Budget Projections & Guidance

  • Provide customer with annual budget projections based on current and future operational support requirements, End-of-Life/Support refresh, future projects demand.

  • Must be able to develop business plans and costs for new projects, programs and initiatives.

  • Be able to present, explain and qualify budget projections to the customer Finance and Governance groups.

Architecture

  • Work with Pre-Sales, 3rd Party, and PMO architects to develop customer requirements and solutions that satisfy customer objectives.

  • Must be able to write and review Professional Services scopes of work (SoW) to meet customer requirements for new or existing projects and services.

  • Must be able to identify gaps in the customer portfolio and work with the architecture team to develop and propose solutions in response to portfolio gaps.

Project Management

  • Work with Project Management and Architecture teams to develop projects based on customer requirements.

  • Help projects teams develop major milestones based on available resources and solution designs.

  • Must be able to evaluate project viability and detect project resource gaps.

  • Help remediate project challenges and maintain project deliverable dates.

What we’re looking for...

People know you for your creative problem solving and your sound judgment. You can communicate effectively with a variety of stakeholders, including top executives. You’re always eager to take on complex problems and see them through to resolution, which earns you the trust of your customers. Putting customers first is not just a part of your job—it’s part of who you are.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Project or program management experience.

Even better if you have:

  • A Master’s degree.
  • Experience in LAN/WAN and Security. Ideally, with overall telecom and IT integration.
  • Experience with Telecom including Voice and Data Networks, LANs and wireless.
  • Experience with Visio software.
  • ITIL Expert certification.
  • Lean Six Sigma certification.

Most Importantly

  • Experience managing data center products and solutions including scope of services, deliverable, budgets and schedules.
  • Strong understanding in the technologies listed below and a general knowledge of the remaining:
    • Hyper Converged Platforms (ie. VMware and/or Nutanix)
    • Cloud / Data Center
    • Managed Services
    • Co-location Service
    • Managed Storage and Backups
    • Bare Metal technologies
    • Network and Security Services (is a plus)
  • Experience cultivating and managing vendor/business partner relationships.
  • Experience managing teams of engineering resources as well as directing and managing their work effort.
  • Strong understanding of data center delivery management processes and principles.
  • Proven track record of supporting pre/post sales teams with responsibilities for complex DC solutions and services.
  • Strong written and verbal communication skills to interact with all levels of management.
  • Capability to host and facilitate meetings attended by client executives, stakeholders and Verizon executives.

Advanced skills with MS Office to include Project, Excel, PowerPoint, Word and Outlook.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. 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,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.