What you’ll be doing...

As a Change Manager, you’ll serve as customers’ trusted partner and will be responsible for controlling and enhancing the change management performance, including ensuring adherence to change governance methodology. You’ll deliver change requests while continually driving process improvements, risk mitigation, and will represent Verizon on customer Change Advisory Board (CAB) meetings. You’ll partner with customer account teams, in particular the Service Director, Service Program Managers, Engineering and Project management teams in the delivery of a best in class experience. Other responsibilities associated with the position include:

  • Tracking request for changes (RFC) throughout the life-cycle using ITIL methodology, including measuring against change process milestones and delivery of customer Service Level Agreements (SLAs).
  • Assessing RFC completeness, risk, and rejecting change requests as appropriate.
  • Securing stakeholder approvals for RFC’s from internal Verizon teams and/or Customer stakeholders.
  • Scheduling the implementation of changes with Verizon Business and Customer teams where required.
  • Coordinating and communicating the change implementation schedule and ensuring compliance with the Customer Change Freeze schedule.

Governance activities include:

  • Generating and presenting change management performance in monthly customer service reviews.
  • Serving in a change advisory role to customers and Verizon internal teams on improvements to change processes and controls.
  • Chairing forward change schedule discussions in customer Change Advisory Board meetings.
  • Owning ongoing improvements to change controls and processes, validation, and approval flows.
  • Coordinating of emergency changes where required.

What we’re looking for...

You’ll need to have...

  • Bachelor's degree or relevant experience.
  • Previous work experience in change management or service management.
  • Knowledge of ITIL methodology.
  • Fluency in English (verbal and written).

Even better if you have...

  • A degree.
  • Previous experience working with global customers (ideally in banking or financial sectors).
  • A customer-centric mindset.
  • Excellent communication skills.
  • A structured work approach.
  • The ability to interface and work with customers’ management.
  • Knowledge of ticketing systems (e.g., Service Now, Remedy).
  • Basic technical knowledge to lead discussions (e.g., MPLS, LAN, Managed Services).
  • ITIL Foundation certification.
  • Process improvement certification (e.g., Six-Sigma, Agile).
  • Risk management accreditation (e.g., APM MoR).

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.