Responsibilities

We are seeking a Service Manager to join the Global Client Service Group of our Chicago, IL and client office. The following is a brief list of responsibilities and requirements:

RESPONSIBILITIES:

Verizon/Terremark is looking for an experienced services delivery professional to manage the relationship with and delivery of services to one or more strategic clients. Verizon's services include the design, implementation, 24x7 management, and growth of highly available, scalable and fault tolerant N-Tier systems - both corporate and e-commerce. In delivering these services, the Service Manager will work through and collaborate with various technical teams and resources consisting of Architects, DBAs, Sys Admins, Client Engineers and our 24x7 GSSC (Global Services Support Center). Our clients typically consist of Focus 100 companies in a variety of industries.

The Service Management team will deliver a tailored customer experience by applying an informed, evolving and consultative process through:

• Advocating for the Customer and Verizon to the benefit of the operations management and service relationship for eCommerce type systems
• Improving system and service performance consistently over the life cycle of the relationship through using standard, consistent, globally applied methods
• Managing day to day operations of a large e-commerce N-Tier operation including incident management, using ITIL based processes
• Synergizing Verizon complex solutions to provide seamless and consistent set of customer touch-points
• Adopting advances in practices and programs
• Providing deep subject matter expertise on customer systems
• Translating customer priorities and business direction into Verizon Business action

This role will require the candidate to:

• Work with one or more strategic clients operating large, highly secure corporate or e-commerce systems comprised of Unix-, Linux-, and Windows-based servers, complex networks, and dedicated and shared databases;
• Consult with clients on strategic, organizational, and operational challenges with their systems;
• Directly and indirectly manage Services, Operations and Account Management personnel throughout the client delivery lifecycle;
• Must have detailed understanding in the following areas:
  • Three tier web application systems
  • Database operations
  • Unix and Windows OS
  • Networking
  • Scripting
  • Troubleshooting skills

*hands on not required but conceptual understanding is a big plus

• Establish and maintain long-term relationships with client(s) and third-party vendor personnel;
• Develop, track and report on Service Level Agreement compliance for existing services contracts;
• Develop and manage strategic relationships with service delivery partners;
• Directly coach and mentor small teams of client delivery personnel (engineers, project managers, and other account managers);
• Evaluate incoming projects for operational impact to the client's system, and implement strategies to mitigate any negative effects; and
• The Service Manager is responsible for overall accountability for client satisfaction and operational stability for the client's environment
  • Coordinating Change Request resources
  • Leading high risk/high visibility Change Requests
  • Review of the previous night's changes.
  • Submitting and/or escalating Services Requests
  • Submitting and/or escalating Problem Tickets
  • Leading and managing PR01 calls w/Client and other escalation Bridges
  • Review of hourly/daily report emails (such as alerts.log, Oracle, and top IP reports).
  • Service Manager's are responsible for facilitating problem solving and technical resolution meetings between the Assigned Client Engineer's and the client.
  • Service Manager is responsible for leading and attending daily, weekly, and monthly meetings
• Organize, implement, and report status of ongoing operational improvements to the existing infrastructure
• The Service Manager is responsible for overall accountability for client satisfaction and the success on all projects
  • Will review project scope and project charters
  • Review projected level of effort with the ACE team and project teams
  • Attend project meetings with client, identify risks/issues, progress of project, milestones, current/projected spend, change orders, etc.
  • Set expectations with the client
  • Assist with managing turnover to operations with the GSSC team

Qualifications

REQUIREMENTS:

• 5+ years experience in successfully managing large complex systems from an operational management perspective
• Bachelor's degree preferred
• Strong background in daily e commerce site operations
• Demonstrated ability to handle incidents and run outage calls
• Demonstrated ability to build and maintain long-term, client relationships
• Demonstrated ability to develop and implement client-driven organizational infrastructure
• Demonstrated ability to develop and expand services within existing accounts
• Demonstrated ability to understand business and technical issues in a variety of industries
• Experience with technical projects such as software deployment, enterprise systems infrastructure, business process development, and e-commerce systems deployment, launch and operations
• Must be able to manage small to medium sized projects using industry standard tools and methodologies
• E-commerce site operations experience strongly preferred
• Prefer technology practice management and/or IT consulting experience
• A solid understanding of overall business functions and the impact of technical decisions on business results
• Outstanding interpersonal and communications skills required
• Must have high energy and drive to solve problems
• Occasional travel may be required
• This is NOT a project management position but is focused on operational support

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.

• Verizon is a Federal Contractor
• Verizon requests veteran priority referrals
• Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.

• Verizon is a Federal Contractor
• Verizon requests veteran priority referrals
• Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.

Job ID: 348474