Federal Service Manager

Verizon • Alexandria, VA

1d • Hybrid

About The Position

Under general direction of a Program Manager, the Federal Service Manager (SM) acts as the customer advocate for the DISA / DITCO for the Office of the Secretary of Defense (OSD), Pentagon Force Protection Agency (PFPA), Pentagon Joint Service Provider (JSP), Defense Health Agency (DHA), Patuxent River Naval Air Station and Philadelphia Naval Station and Naval District Washington (NDW) supporting general account management and post project implementation. The Military Program SM serves as the primary customer interface for trouble escalation and is responsible for maintaining customer relationships and improving customer satisfaction. The SM will coordinate efforts for customer issue resolution, often requiring considerable coordination of cross-functional team members and high levels of functional integration. The SM is responsible for post project implementation customer advocacy with responsibilities for assigning individual responsibilities, identifying appropriate resources and ensuring timely issue resolution. The SM will be responsible for issue related escalations to all levels of leadership within Verizon or outside of Verizon as required for issue resolution. The SM will ensure adherence to quality standards and work with team members to craft or improve processes as required for issue resolution or quality enhancement. The SM is responsible for assisting the Program Manager with maintaining lifecycle relationships with a dedicated client base for support of a wide range of technologies and services, billing support, and customer inquiry response. The SM will routinely communicate with company executives and serve as an escalation point of contact for all service related matters to ensure customer satisfaction.

Requirements

• Bachelor’s degree or four or more years of work experience.
• Three or more years of relevant work experience.
• Three or more years of Federal government experience.
• Three or more years of service management experience.
• Eligibility to obtain and maintain a government issued Secret security clearance.
• Experience leading and escalating within cross-functional teams.

Nice To Haves

• A degree.
• Five or more years of relevant work experience.
• Five or more years of Federal government experience.
• Five or more years of experience working under the WITS3 Contract.
• Five or more years of service management experience.
• Five or more years escalating within Verizon departments and escalating within external corporations.
• Working knowledge of a diverse range of Verizon product offerings.
• Demonstrated capabilities of multi-tasking, prioritizing, working independently and driving issues to resolution.
• ITIL v3 certification.
• Six sigma yellow belt certification.
• Proven track record of success in driving change and leading process improvement efforts and excels in identifying new areas of opportunity.
• Experience managing multiple projects simultaneously.
• Strong communication and presentation skills.

Responsibilities

• Act as the customer advocate for the DISA / DITCO for the Office of the Secretary of Defense (OSD), Pentagon Force Protection Agency (PFPA), Pentagon Joint Service Provider (JSP), Defense Health Agency (DHA), Patuxent River Naval Air Station and Philadelphia Naval Station and Naval District Washington (NDW) supporting general account management and post project implementation.
• Serve as the primary customer interface for trouble escalation.
• Maintain customer relationships and improve customer satisfaction.
• Coordinate efforts for customer issue resolution, often requiring considerable coordination of cross-functional team members and high levels of functional integration.
• Responsible for post project implementation customer advocacy with responsibilities for assigning individual responsibilities, identifying appropriate resources and ensuring timely issue resolution.
• Responsible for issue related escalations to all levels of leadership within Verizon or outside of Verizon as required for issue resolution.
• Ensure adherence to quality standards and work with team members to craft or improve processes as required for issue resolution or quality enhancement.
• Assist the Program Manager with maintaining lifecycle relationships with a dedicated client base for support of a wide range of technologies and services, billing support, and customer inquiry response.
• Routinely communicate with company executives and serve as an escalation point of contact for all service related matters to ensure customer satisfaction.

Benefits

• Health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance.
• Matched 401(k) savings plan.
• Up to 8 company paid holidays per year.
• Up to 6 personal days per year.
• Paid parental leave.
• Adoption assistance.
• Tuition assistance.
• Other incentives.
• Opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc.
• Up to 15 days of vacation per year (for newly hired employees), which grows with additional service.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level