What you’ll be doing...

As a Service Manager, you’ll help drive operational excellence for assigned accounts by effectively managing the relationship between the customer and Verizon business through understanding the customer’s culture, behaviors, and business drivers. You’ll be responsible for identifying and understanding customers’ service needs by working with them to establish appropriate expectations and utilizing all appropriate Verizon resources and subject matter experts to meet the needs of the customer.

This position serves as a primary point of contact for assigned government accounts. You’ll work closely with other service managers, project managers, sales teams, and the 9-1-1 Customer Care Center in support of assigned customer accounts. You’ll be accountable for fully understanding and communicating customer requirements to various internal and external suppliers of products and services. You’ll also monitor service levels and customer satisfaction and provide regular reports. You’ll need to be available on a 24x7 basis to take calls from customers to ensure service failures are restored quickly. You’ll meet frequently with customers to review service quality results and pending service activities. You’ll work with sales and customer service account teams to develop revenue opportunities. You’ll also be responsible for achieving outstanding customer service levels.

You’ll be highly visible and accessible to the customer, focusing on the goal of providing World Class Customer Service. You’ll be accountable for providing proactive/value add support, along with ongoing support of the core responsibilities for your assigned customer base of accounts.

*Note: Part of this role will require you to be located at the client’s site in Brooklyn, NY.*

What we’re looking for...

Communicating with others comes naturally to you. You know that different team members and stakeholders have different needs and you flex your style and approach to be most effective. People trust you and come to you for advice and counsel. You thrive in dynamic environments with multiple, highly visible projects with multiple competing priorities.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Experience with large-scale IT systems.
  • Experience in engineering or an engineering support function.

Even better if you have:

  • A degree.
  • Bachelor’s degree in engineering, computer science, or other related discipline.
  • Prior experience managing relationships for a large enterprise account.
  • Experience supporting clients in the state or local government sector.
  • ITIL certification.
  • PMP or other related certifications.

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.

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.