Regional Service Delivery Manager
Company : Corporation / Salary : $Negotiable
Assist when the normal Verizon process does not meet the customer’s needs or expectations.
Responsibilities include maintaining comprehensive circuit and large scale network design documentation, analyze design requests, interacting with users to gather additional application requirements, ensure network diversity and redundancy objectives are met.
Participate in ongoing network management requests, to include development and testing of disaster recovery plans.
Will prepare, deliver and present root cause analysis reports (RCAs), operational overviews, monthly service level reporting i.
e. MTTR, SLA, network availability, etc. to the customer and other support teams.
Will provide a point of escalation for customer operational issues including driving internal failure resolution processes to meet company and specific customer's objectives.
The Service Delivery / Problem Manager acts as the customer advocate and communicates consistently and appropriately in relation to the performance of the products and services provided by Verizon or third parties, including ensuringSLAadherence.
The Service Delivery / Problem Manager will serve as a consultant to the customer to continually drive optimization, stability and durability of the customer’s network while working with all appropriate Verizon and third party organizations to provide the customer with World Class Customer Service.
Additionally, the position requires the Service Delivery / Problem Manager is to be accessible to the customer on a 24X7 basis, and provide the customer with back up contact information when applicable.
Bachelor's degree in engineering or equivalent technical training and 8-10 years telecommunications industry experience including 4-6 years in customer facing or technical support position in the telecomm industry or a comparable organization.
Must possess strong communication skills in both verbal and written form and display the ability to negotiate with all levels of the company.
Strong set of skills in MS Excel, MS Word, MS PowerPoint and MS Access.
Cross functional knowledge of Verizon and it's subsidiaries and applicable third parties.
Must have experience in data / voice network design and engineering.
Must possess excellent verbal and written communication skills.
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