What you’ll be doing...

Verizon Connect has an immediate need for a Service Delivery Manager to join our expanding team in our Dublin NOC and R&D headquarters.

This is a strategic role requiring strong technical and communications skills. This highly visible role which will oversee the practices and processes responsible for maintaining high availability and performance of the infrastructure. You will be responsible for providing consultancy and technical direction around uptime, performance, incident management and tracking of system defects for a global SaaS based product suite serving customers around the globe. The role will involve collaborating with Software Engineering teams, DevOps and customer care groups. This is a hands-on role that requires a sense of urgency and a candidate willing to take on responsibility for the delivery of a world class service to our customers. The role will be based in our state of the art NOC facility that provides visibility to all our products and underlying infrastructure.

Responsibilities:

      • Managing a service delivery team to drive Service Delivery efforts across multiple products globally
      • Implements and supports an overall service delivery strategy, specific to the company’s core infrastructure and systems, leveraging best practices applications, software and system platforms and establishing a service quality acceptance framework is in place.
      • Overall review, implantation and oversight to the Service Design, transition and operations activities
      • Responsible for the implementation and maintenance of ITIL/ITSM processes and best practices across the Engineering teams using Lean Engineering practices.
      • Building and coordinating a 24X7 support model across multiple onshore and offshore teams
      • Evaluates new Service Delivery products or services recommending changes to existing products or services for improved company practices.
      • Ensures effective working relationships with vendors and third-party service providers
      • Recommends appropriate maintenance strategies ensuring uninterrupted systems usage and proper recovery procedures.
      • Leveraging and educating application teams about infrastructure performance standards
      • Driving accurate data quality and data capture across our systems and tooling.
      • Implementing and managing a continual service improvement plan
      • Reviewing Availability and capacity management and working with APM and appropriate engineering teams
      • A high level of technical leadership and influence is expected and requires the ability to help troubleshoot, diagnose and seek solutions for performance issues on the system.
      • Coordinates and manages the Incident and Problem Management process activities
      • Leads Incident and Problem Management reporting along with Overall Operational performance.
      • Drives implementation of standard execution of the Incident and Problem Management process.
      • Is responsible for acting as an escalation point to expedite problem resolution.
      • Creates and maintains the Service delivery, incident and problem management practices.
      • Works alongside the App Support and Engineering teams to respond to major incidents quickly and effectively
      • Working to comply with audit standards and preparing the business functions to maintain standards around service delivery areas.

What we’re looking for...

  • Bachelor’s Degree in Information Technology or related field. Masters (MBA, MSc) preferred
  • 6-8 years related experience.
  • 3y+ years experience managing a complex global operation
  • Experience leading people and can manage globally distributed teams
  • Technical Experience in networking, systems or software engineering roles
  • Advance experienced with ITSM/ITIL service delivery frameworks and has implementation such frameworks
  • Experience in strategic planning and execution.
  • Perform project and program management activities
  • Considerable knowledge of business theory, business processes, management, and business office operations.
  • Excellent written and oral communication skills.
  • Ability to stay focused in a fast-paced, high-energy, challenging environment where there are multiple competing priorities daily.
  • Must be able to mentor, coach and inspire others
  • Ability to work independently and as part of a team.
  • Ability to travel both domestically and internationally as needed

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.