Director, Professional Services - Contact Center & CX solutions
Location: Boston, Massachusetts
Internal Number: 583889-1K
When you join Verizon
Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose 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...
Verizon Business Groupis looking for a Managing Director of Professional Services that will be responsible for building, leading, and managing a team of consultants, architects, and program managers. The Director will focus on Communications Service Provider technologies, including communication, customer experience, networking, and data center technologies (including unified communications, contact center, structured cabling, local area networking (LAN), wireless LAN, network virtualization, software defined networking, and cloud/data center). The Director will be responsible for strategy and overall P&L accountability of a global practice with a global ecosystem of partners, and they must be capable of recruiting, leading, inspiring, and mentoring high-performing talent.
The Director will:
Serve as a technology and business delivery leader for a product and services portfolio within Verizon’s Professional Services organization, including but not limited to Business Development, Delivery Leadership, and Operational Management across consulting, delivery and products for your portfolio.
Will proactively reach out to internal customers and peers to establish trusting relationships; strive to understand goals of business/technology, take broad POV, effectively manage requests, and help to understand tradeoffs and make difficult decisions.
Will effectively present strategic direction to internal customers and direct reports; seek to differentiate and improve customer experience in proactive manner; let others speak; and, seek to understand others viewpoints.
Will develop clear goals for the team and align the business unit behind them to drive results; focus on enabling the team to make decisions and demonstrate support for their team.
Will seek to understand direct reports career aspirations, strengths, and opportunity areas before providing guidance; define capabilities and expectations for role(s) based on needs; and, provide context on situations when delivering feedback.
Strategic responsibilities to include:
Ideation, creation, and launch of new services that take advantage of Verizon’s strategic investments and technology advancements; ability to maintain a roadmap of services and versions, including new offerings and enhancements to existing services.
Engaging with business partners to refine requirements and strategies to help drive business goals/objectives and lead the team to deliver and support innovative solutions.
Assisting in the construction of an overall Go-To-Market message of service offerings.
Driving an end-to-end delivery framework, which is focused on achieving customer business outcomes by leveraging industry leading technologies along with professional services focused on advisory, implementation, integration, and adoption services.
Operational responsibilities to include:
Ensuring the practice area uses sound practices and processes for implementing custom developed and packaged solutions.
Developing, implementing, and maintaining a team organization that ensures skills and capacity for project and enhancement work while providing superior support for production applications.
Maintaining knowledge of best practices in networking, information technology, and cloud/data center technologies.
Promoting a risk-aware culture and ensuring efficient and effective risk and compliance management practices by adhering to required standards and processes.
Implementing and driving strong project financial management discipline in your portfolio to proactively mitigate project cost overruns and impacts.
Providing SME/delivery input to the solution and service roadmaps and go-to-market and channel strategies for new offerings and enhancements to existing services for your portfolio.
What we’re looking for...
Bachelor's degree, preferably in information technology or computer science, and/or equivalent work experience; MBA or Masters degree strongly desired
8+ years of Communications, Customer Experience, Networking, Data Center, Cloud, and/or Consulting Implementation Services
Strong management experience
Experience with deployment of large multi-national network solutions
Domain and technical experience in unified communications, contact center, structured cabling, local area networking, wireless LAN, network virtualization, software defined networking, cloud/data centerunified communications, contact center, structured cabling, local area networking, wireless LAN, network virtualization, software defined networking, cloud/data center
Demonstrated ability to solve problems and determine appropriate actions
Ability to complete projects with little direction
Ability to meet tight deadlines and thrive in a multi-project environment
Excellent verbal and written communication skills with C-level gravitas
Even better if you have…
Experience at a Professional Services company or large System Integrator
Experience with industry technologies
This role can be located in other valid US Verizon locations.
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.
COVID-19 Vaccination Requirement
Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons).