Federal Service Manager

Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What you’ll be doing...

This Federal Service Manager role resides within the Public Sector, VBG organization, providing post-sales, life-cycle relationship, governance and support to solve a wide range of issues or challenges. The Federal Service Manager serves in a customer relationship management role based on intimate awareness of customer purpose, mission and objectives. Responsible for the onboarding, adoption, outreach, expansion and retention of customers based on success outcomes. Performs analysis of issues or problems and monitors defined KPIs (Key Performance Indicators) across several technologies and implements action plans when metrics fall below agreed KPIs. Special attention and focus on partnering with Incident Management to resolve business challenges and growing customer’s relationship with Verizon. Responsible for coordinating the establishment of customer specific success plans that align with customer target outcomes, for providing analytical support, tracking projects (e.g., assisting in budget analysis and financial analysis, drafting cost estimates, work statements and billing). Support the efficient collection, storage, transfer, manipulation, reporting of data as well as the need to deliver information for use by decision makers. This role is situated in the United States only.

Responsibilities include, but are not limited to:

• Identifying opportunities within Health & Human Services and associated Operating Divisions that can drive new revenue growth through a keen awareness of customer’s motivation for buying & target outcomes.

• Establishing of positive customer relationships to drive trust and loyalty.

• Presenting Verizon performance information to executive level customers.

• Identify new or existing solutions that achieve customer goals.

• Resolving complex business problems or escalations by collaborating with internal and external stakeholders as needed.

• Developing and delivering quarterly program reviews. (QPR’s)

• Acting as escalation POC to the customer for all service related matters and lead efforts to escalate across internal functional groups to resolve service or client business impacting issues.

• Accountable for all issues related to service areas: repair, ordering/MACD, billing, VEC enablement

• Investigating of the underlying cause of incidents, and prevention of incidents of a similar nature from recurring

• Consulting with Verizon subject matter experts and Network Engineering and Network Analysis organizations to reduce number of incidents

• Coordinating fault resolution with the technical experts (e.g. on-site technicians, third party vendors, external telecom service providers, etc.).

Task order responsibility requirements:

• Organization of programs and activities in accordance with the mission and goals of the organization

• Leadership of strategic projects related to operational capacity, contractor capabilities, and system support, including operations related to Repair, Testing, and Fulfillment operations.

• The contractor’s Key Personnel will be responsible for providing project updates to senior HHS leadership and ensuring projects are implemented on schedule.

• Understanding customer requirements, suggesting appropriate products or services, and educating the customer on the use of EIS products

• Coordinating with other departments on behalf of the customer account

• Monitoring ongoing service management issues to ensure performance commitments are met Establishing periodic status meetings and formal program reviews between the Contractor and HHS, including any applicable subcontractors, to discuss status of the services

• Addressing customer concerns related to any product or service provided by the contractor under the EIS contract

• Managing and tracking Service Orders (SO) for upgrades and new services

• Providing first and last invoice reviews for the services, supporting resolution of open billing or credit action items, and researching billing disputes and issues

• Providing incident-based dispatches within the specified response service level agreement for break/fix and repair maintenance

What we’re looking for...

You can keep the big picture in mind but have an eye on all the steps to the finish line. You view obstacles as puzzles you’d like to tackle. You are not afraid to ask questions to ensure you understand things clearly. You like working in a dynamic environment and recognize that it comes with lots of ambiguity. You are happiest when all the i’s are dotted and t’s are crossed and enjoy the challenge of bringing order to chaos.

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.

• Three or more years of relevant work experience.

• The ability to ascertain a GSA Public Trust security clearance.

• Technical understanding of telephony products and services, including all TPV solutions in relation to UCaaS & Conferencing.

• Understanding of VZ product suite and internal organizational processes.

• Knowledge of service management processes and related support teams.

• Willingness to be on call for after-hours support as needed.

• Thorough understanding of Verizon Products & Solutions.

Even better if you have one or more of the following:

• An MBA degree.

• Background with or selling directly to the Federal Government.

• Managing and influencing senior client relationships.

• Prior Public Sector service management, technical account management, or account manager experience.

• Advanced proficiency in Google product suite.

• Excellent organizational, verbal, and written communication/presentation skills.

• Ability to work comfortably in a dynamic environment with changing priorities.

• Experience with complex Managed Services Accounts and Customized Telecommunication Services and program delivery.

• Ability to work through complex business and client challenges and collaborate on developing and implementing solutions.

• Strong customer relationship management skills with an ability to relate to customers easily and probe to understand customer challenges and needs.

• Strong organization and project management skills, with an ability to track and manage multiple projects at once.

• Strong data synthesis skills, with an ability to draw insights from a diverse set of indicators.

• Strong collaborative leadership, with an ability to coordinate multiple clients and internal stakeholders in achieving account goals

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

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. 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 page to learn more.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $76,000.00 and $155,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.