Lifecycle Optimization & Reporting Manager

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 #VTeamLife.

What you'll be doing...
You'll find opportunities and new ways to make the customer experience even better. You will be tasked with working in collaboration with the customer's change control process to initiate, submit, track and control change control activity in the support of the customer's infrastructure. This role will utilize existing Verizon applications and the customer's application (such as ServiceNow). Additionally, this role will work closely with the Service Assurance, Engineering, PM and Service Management teams.

In this role, you will...

• Interface with Customer operations team and follow change management processes as established by and documented in PPM.

• Notify Customer of all required software or firmware patches as suggested by the equipment manufacturers.

• Coordinate, plan and schedule all required software or firmware releases.

• Adhere to Customer change control processes, procedures and tools to handle, in a standardized manner, all requests for changes to applications, procedures, processes, system and service parameters, and the underlying platforms.

• Provide active participation and involvement with Customer change management process activities, to include meeting attendance, change advisory boards and improvement initiatives.

• Ensure effective change management practices for test plans, implementation plans, back-out plans and, when required, user acceptance plans, as defined in the M&P Manual.

• Maintain procedures and practices in order to provide updates to the Verizon CMDB, when appropriate, for updating configuration items and relationship plans as defined in the M&P Manual.

• Ensure NOC provides change control and metrics data for performance reporting.

• Use commercially reasonable efforts to notify Customer prior to, and after, the implementation changes made to Customer's production environment according to the following notification schedule:

• Emergency change (change required to remediate an outage where one or more user is impacted and the ticket is marked as a Severity One).

• Urgent change (Customer desires the change in twenty four (24) hours).

• Normal change implementation (completed within 3-5 business days).

• Provide prior written notification of the need for scheduled maintenance, which must be mutually agreed by the Parties in writing in advance.

• Process changes through change database and track all change approvals.

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. To be eligible for this position, you must be within a 60 minute commute of one of the locations listed on the job opening.

What we're looking for...
You think creatively to solve problems and you like to gather information from lots of people and sources to get different ideas. You seek data to identify trends and to gain insights. You take pride in making an impact-especially on customers. You understand customer service and know that customer happiness is king. You thrive on building and shaping new processes to bring about efficiency. You share your ideas effectively and flex your delivery and the content to meet the needs of different audiences. People trust you and come to you for advice and your expertise.

You'll need to have...

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

• Six or more years of relevant work experience.

• Six or more years of experience managing network lifecycle for enterprise customers

• Six or more years overseeing project management resources, incident management, and change management during the network lifecycle for enterprise customers

• Six or more years of experience with P&L tracking for enterprise network lifecycle projects

• Experience successfully managing complex global environment

• Experience providing project or technical support in the development, analysis and maintenance of systems, software, processes, products or equipment. Assignments may involve more difficult issues; therefore uses experience, expertise and skills to solve problems that are more difficult but infrequent.

• Advanced Excel Experience

Even better if you also have...

• A degree.

• Improved processes and organizational efficiency. Ideally, with a focus on customer satisfaction.

• Influenced and motivated diverse teams and stakeholders in different locations, with varying interests.

• Managed complex process change implementations.

• Lean Six Sigma Greenbelt or higher.

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.

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

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 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. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.