Service Operations Lead

When you join VerizonVerizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. Were a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward and you can too. Dream it. Build it. Do it here.What youll be doing...Service assurance is how we know were living up to our customer commitments. Youll be leading service assurance for one of our multimillion dollar clients, ensuring that our performance is in line with our contractual requirements. Youll keep track of our custom service level agreements (which can be pretty complex), and take swift corrective action if you find us falling behind. Youll play a meaningful 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.+ Handling dashboard reporting.+ Working with the customer to remedy any incidents of noncompliance.+ Supervising project teams to take on specific initiatives.Specifically to this client, this role acts as a dedicated Service and Support POC to serve as liaison and manage the oversight of activities required for the implementation of voice and data services. This includes on-going support of related MACDs, infrastructure changes and upgrades. Such support may include phone configurations and set up, phone features and how they are used in a customers environment, softphone applications and IP Toll Free product, call routing and the ability to perform and read call search data and packet captures basic customer router and firewall configurationsand troubleshooting and change management support. The SASC works effectively with the customer and other customer Contractors to execute MACD requirements and other program support.This role is based on-site at a customer facility in downtown DC.What were looking for...People know you for your creative problem solving and your sound judgment. You can communicate effectively with a variety of partners, including top executives. Youre always eager to tackle 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 jobits part of who you are.Youll need to have:+ Bachelors 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 one or more of the following:+ A Masters 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.Other:+ Ability to obtain and maintain goverment sponsored security clearance required.+ Technical PM experienceproviding direct customer support and interaction with customer leadership desired.+ Effective communication skills in presenting, and documenting deliverables, issues, and resolutions desired.+ Ability to manage and organize the work, the customer relationship, and financials of a contract desired.Equal Employment OpportunityWe'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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.Check out our diversity and inclusion (https://www.verizon.com/about/careers/work-culture) page to learn more.REQNUMBER: 557959-1A