What you’ll be doing...

Reporting to the Program Delivery Executive (PDE), you will be responsible for sharing leadership of day-to-day Service Management and Program Governance activities. As an integral member of the Program Management Office, you will hold responsibility for maintaining the customer relationship and overall client satisfaction – while ensuring compliance with contractual commitments – through facilitating communication, collaboration, and continual service improvement of the Service Program. In addition to activing as a client advocate, the following items are critical our success in providing the highest level of customer-focused care:

  • Provide oversight of the incident management process, including assisting the NOC with triage, communications, and escalations during incidents occurring during US business hours
  • Maintain methods and procedures for reporting outages to NOC, escalation process and contacts in Verizon systems
  • Research, write, and provide Reason for Outage (RFO) and Root Cause Analysis (RCA) reports for high impact client outages; lead implementation of remediation strategies outlined in RFO/RCA cases
  • Develop and recommend new strategies for continuous service improvement, including network hardening, within the organizational mandates of simplification, automation, and orchestration
  • Notify client of Provider-planned maintenance and grooming activities on Provider networks
  • Annual review of Contracted Critical Site diversity per the Agreement
  • Provide data for master site list inventory of all services
  • Provide disaster recovery documentation and assist with scheduled DR activities
  • Provide data used by the Program Management Office/Governance to identify if an SLA credit is warranted

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Experience in customized telecoummications services.

Even better if you have:

  • A degree.
  • Knowledge of the Verizon environment, and key products, solutions, and services.
  • ITIL advanced and other technical certifications.
  • Curious, self-motivated problem solver.
  • Five or more years of telecommunications/IT management experience.
  • Experience with the program delivery of large, complex, managed services accounts.

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.