What you’ll be doing...

The Support Lead will be responsible for generating and evolving an end-to-end managed Service strategy for Verizon Solutions in the Public Safety and Security domain. You will work with product management, internal development teams, internal support teams, solution partners, access providers and Customers to integrate several different Verizon technologies, Customer’s existing technology assets, security policies and support models into a seamless Customer Support experience.

The Smart Community Support Lead is responsible for working with internal teams and 3rd-party Partners to:

  • Create standard, scalable support models leveraging existing Verizon infrastructure where possible complemented by new teams if necessary.
  • Oversee runbook development for all support and escalation scenarios.
  • Collaborate with Verizon Public Policy teams to ensure Service and Support decisions are compliant with Verizon standards.
  • Ensure all aspects of the support models are compliant with relevant industry security and privacy standards.
  • Conduct internal audits as necessary to ensure compliance to these standards is maintained.
  • Define Customer-facing, solution-partner and internal Service Level Agreements.
  • Ensure consistency between service agreements and support models.
  • Partner with Product Management to determine the impact of the basic support model on product cost and options for value-add Services.
  • Represent Service and Support in any new business opportunity requiring support model clarification or adjustment.
  • Review and provide feedback on our ability to meet Service and Support requirements for NPI technology and future solution proposals.
  • Ensure internal support teams as well as 3rd-party Partners are trained, aligned with Customer Support requirements and are provided all knowledge to be successful at time of transition from deployment to support.
  • Ensure 3rd-party Partners are contractually aligned with Verizon Service and Support expectations.
  • Work with 3rd-party Partners to ensure tools are in place to accurately measure and report performance against SLA and Quality/Reliability targets.
  • Host Service and Support QBRs with 3rd-party Suppliers.
  • Develop and communicate Service and Support process alignment plans to Verizon executive teams, staff, partners, and stakeholders.
  • Represent Service and Support in partnering with the bid management organization to contribute to detailed RFP responses, SOWs and Master Sourcing Agreements.

What we’re looking for...

You'll need to have:

  • Bachelor's degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Experience in Service and Support and/or Systems Integration of Public Safety and Security solutions.
  • Public/Private Sector experience.
  • Project management experience.
  • Experience in Customer facing positions (service and support, sales engineering, consulting, etc.).

Even better if you have:

  • A degree
  • Financial analysis experience (ROI, cost analysis, business case development, etc.)
  • Excellent presentation and verbal skill set. Ability to present to Senior Public Officials and Executive Leadership.
  • Project management experience with accountability for end to end delivery

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.