Military Fellowship IT Service Manager

Verizon; Basking Ridge (NJ); Hybrid; USD 90,000 - 115,000; Full time

Job summary

Verizon cherche un membre pour son équipe de gestion des services informatiques, responsable du développement et de l'implémentation d'un framework ITSM. Le candidat idéal doit avoir une expérience solide en ITIL, gérer des processus de services et avoir des compétences exceptionnelles de communication technique. Ce rôle hybride offre une flexibilité de travail avec un minimum de jours au bureau par mois.

Qualifications

• Expérience ITIL et certification requises.
• 4+ ans d'expérience avec ITSM.
• Compréhension des processus d'incidents, changements et problèmes.

Responsibilities

• Gérer l'implémentation et la maintenance des processus ITSM.
• Développer et mettre en œuvre des politiques ITSM.
• Optimiser la performance du service desk.

Skills

ITIL experience/certification

Process improvement

Communication skills

Technical concepts translation

Data-informed insights

Education

Bachelor's degree

Tools

ServiceNow

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.

Must be a current participant of the Department of Defense Skillbridge Program or of the Hiring our Heroes Corporate Fellowship Program.

What you’ll be doing...

As a member of the IT Service Management Office (ITSMO), you will be responsible for helping to develop, implement, and maintain a comprehensive ITSM framework aligned with the Corporate Systems Platform Services organization's goals and objectives.

• Managing ITSM Implementation and Maintenance:

  • Championing the adoption of ITIL best practices across the organization, ensuring alignment with industry standards and frameworks.
  • Continuously monitoring and evaluating the effectiveness of ITSM processes, identifying areas for improvement and driving ongoing optimization.

• Developing and Implementing ITSM Policies and Procedures:

  • Collaborating with stakeholders to define and establish clear and concise ITSM policies, procedures, and guidelines.
  • Ensuring compliance with regulatory requirements and industry standards, mitigating risks and enhancing overall service delivery.

• Working with the CSG IT Service Desk:

  • Helping to maintain service level agreements (SLAs) with internal and external stakeholders, ensuring timely and reliable service delivery.
  • Continuously monitoring service desk performance metrics, identifying trends, and implementing improvements to enhance customer satisfaction.

• Managing and Coordinating Problem Management:

  • Implementing and overseeing the problem management process, ensuring prompt resolution and effective communication.
  • Collaborating with technical teams to identify root causes of recurring problems, implementing corrective and preventive measures.

• Working with Stakeholders to Identify and Prioritize IT Service Improvements:

  • Engaging with stakeholders to gather feedback, identify service gaps, and prioritize IT service improvements.
  • Developing and implementing service improvement plans, aligning with the organization's strategic objectives.

What we’re looking for...

• ITIL experience/certification.
• Working understanding and experience in ITSM including incident, change and problem management.
• Process improvement, reprioritization of deliverables, and digital transformation.
• Communication and translation of highly complex technical concepts and processes to the language of business.
• Deep knowledge of IT systems and Network Technology and processes, including legacy and new technology.
• Ability to drive business results with data-informed insights.
• Exceptional technical, verbal, and written communication skills, with a proven ability to present to internal and external audiences.

You’ll need to have:

• Must be a current participant of the Department of Defense Skillbridge Program or of the Hiring our Heroes Corporate Fellowship Program.
• Bachelor’s degree or four or more years of work experience.
• Four or more years of relevant work experience.

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

• ITIL working experience.
• Working level experience with ServiceNow and ITSM practices.
• Experience working with Corporate and Enterprise systems.
• Experience supporting and managing solutions on mobile, Open System, SaaS, and/or Integration platforms.

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.