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Service Manager

Service Manager| Customer-service-client-care | Culpeper, VA, USA

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Verizon Terremark is hiring a Service Manager within Client Services.  The Client Services organization is focused on ensuring the satisfaction of the client base through proactive management.  This Service Manager role will work with all service delivery teams within Verizon to ensure that we effectively meet client requirements while balancing the business objectives of Verizon.  The Service Manger will also drive development and overall improvements to the clients' IT management strategy.  The position will receive occasional after-hours calls.

  • Assist management with establishing and documenting departmental policies and procedures. Review with team on a regular basis the documented policies and procedures for training, validity, and accuracy
  • Sound judgment in setting client expectations and managing sensitive client situations
  • Must be proactive, able to work with little direction and highly organized
  • Ensure that service level agreements for resolution of client inquiries and service delivery issues are met or exceeded

  • 5 to 7 years of experience applying your technical background in a client-facing role.
  • Strong hands-on or conceptual-level understanding of telecommunications, virtualization, networking, Microsoft & UNIX technologies, hardware & software, and ability to learn custom applications.
  • A college degree is preferred in business, technology, or programming.
  • Strong relationship development skills and issue resolution capabilities.
  • Excellent documentation, communication and interpersonal skills.
  • ITIL certified preferred

Equal Employment Opportunity

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

Job ID: 340262