Service Delivery Manager

***When you join Verizon**

Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect across the globe. We're a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward - and you can too. Dream it. Build it. Do it here.
*** What you’ll be doing...**

You will own our relationship with one or more strategic Federal Government clients who operate large, highly secure corporate and e-commerce systems. Working with small teams of client delivery employees, you will deliver projects, maintain operational stability and ensure overall client happiness. The strategic relationships you develop with clients, third-party vendors and service delivery partners will be critical to our overall success.
- Advocating for the customer using a deep understanding of their systems, business priorities and strategic direction.
- Handling daily operations to ensure the delivered performance and services match customer needs.
- Consulting with clients on challenges with their systems to deliver operational improvements and a tailored customer experience.
- Facilitating problem solving and technical resolution meetings between internal client engineers and the client.
- Ensuring consistent increases in service and system performance over the lifecycle of the business relationship.
- Leading and mentoring directly and indirectly client delivery personnel including engineers, project and account managers.

Where you'll be working...

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.
*** What we’re looking for...**

You understand customer priorities and can translate them into business plans. As an authority in customer systems, you align capabilities to deliver complex solutions with continually high levels of customer service. You enjoy solving problems and driving every day to ensure client satisfaction.

You’ll need to have:

- Bachelor’s degree or four or more years of work experience.
- Four or more years of relevant work experience.
- Four or more years of experience in Client Services Management for Network and Cyber Security (NOC and SOC).
- Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Services).
- Willingness to travel occasionally to client sites.
- Australian Security Clearance (baseline or NV1 or higher).

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

- A degree.
- Ability to plan, execute and build relationship across the customer and Verizon management team.
- Strong program management, from monitoring/governing across contracted deliverables.
- Strong performance quality and resolutions mindset.
- Strong leadership skills to identify client’s needs, develop and execute actions.
- Strong team player, but still a self-starter - ability to lead by example.
- Strong negotiation skills with experience getting win-win solutions for clients.
- Customer Success best practice knowledge and experience.
- Supported complex, multi-divisional, multi-geographical customers.
- Ability to persuade, inspire and motivate others - strong interpersonal skills.
- Solid analytical, strategic thinking and problem solving skills.
- Ability to thrive in an ambiguous multi-tasking environment and can adjust priorities on the fly.
- Experience closing sales deals at the executive level.
- Ability to facilitate and enable growth on the account/revenue, underpinned by outstanding customer service outcomes.
- Experience with strategic business development - building and executing business cases.
- Ability to create structure in ambiguous situations and design effective processes.
*** Diversity & Inclusion**

We're proud to be an equal opportunity employer. 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.

**COVID-19 Vaccination Requirement**

Please note, in countries where there is a COVID-19 related government order or rule, Verizon is required to ensure that all employees accessing our workplace comply with these mandatory requirements. If you work in one of these locations, you will be required to provide us with your vaccination status prior to joining. If this, or any other COVID related requirement applies in your location, we will notify you about this before you start work.