Tech Enablement Senior Manager, Managed Network Services

About the position The Tech Enablement Senior Manager for the Managed Network Services (MNS) team at Verizon is a pivotal role responsible for the strategic development of the ServiceNow platform and its integration with various network technologies, including SD-WAN/SD-LAN, AIOps, and network performance monitoring. This position requires close collaboration with product management, Verizon IT, product engineering, and network teams to ensure that the Managed Network Services products not only meet customer needs but also align with Verizon's overarching business objectives. In this role, you will be an integral part of the Verizon Business Group's Technology Solutions organization, influencing the Managed Services technology stack, support systems, and tooling design to enhance customer experiences. You will work closely with the Product Management team to define customer requirements for a streamlined Managed Network Services offering, driving these requirements with IT and vendor organizations to deliver TSOM capabilities leveraging ServiceNow solutions. Your responsibilities will include developing and executing the product roadmap for Managed Network Services, identifying new features, enhancements, and integrations. You will collaborate with product management and marketing to align technical capabilities with go-to-market strategies for Managed Network Services products. Additionally, you will work with customer success teams to ensure successful deployment and adoption of Managed Network Services products by customers. Staying informed about the latest trends and developments in the Managed Network Services market will be crucial, as will conducting competitive analysis to track the strengths and weaknesses of competitors' products. You will also refine the MNS technology, platform, and tooling capabilities from an outside-in approach to address customers' business outcomes. This includes designing, configuring, and maintaining the TSOM module within the ServiceNow platform to meet the specific needs of telecommunications operations, customizing ServiceNow modules, forms, and workflows to automate service management processes, and improving operational efficiency. Providing technical expertise and support for TSOM-related issues, troubleshooting problems, and implementing timely solutions will be part of your daily tasks. Furthermore, you will develop and maintain documentation, user guides, and training materials for TSOM processes and procedures, while keeping abreast of industry trends, best practices, and new technologies in telecommunications service management and ServiceNow platform capabilities.

Responsibilities

• Develop and execute the product roadmap for Managed Network Services, identifying new features, enhancements, and integrations.

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• Collaborate with product management and marketing to align technical capabilities with go-to-market strategies for Managed Network Services products.

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• Work with customer success teams to ensure successful deployment and adoption of Managed Network Services products by customers.

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• Stay up-to-date on the latest trends and developments in the Managed Network Services market and identify opportunities for innovation.

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• Conduct competitive analysis to identify and track the strengths and weaknesses of competitors' products.

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• Refine the MNS technology, platform, and tooling capabilities from an outside-in approach to address customers' business outcomes.

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• Design, configure, and maintain the TSOM module within the ServiceNow platform to meet the specific needs of telecommunications operations.

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• Customize ServiceNow modules, forms, and workflows to automate service management processes and improve operational efficiency.

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• Provide technical expertise and support for TSOM-related issues, troubleshooting problems, and implementing solutions in a timely manner.

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• Develop and maintain documentation, user guides, and training materials for TSOM processes and procedures.

Requirements

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

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• Six or more years of relevant work experience.

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• Six or more years of Product Management experience in building B2B advanced networking, SaaS or telecommunications products.

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• Deep data and analytic orientation for evidence-based decision making.

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• Deep knowledge of industry leading Managed Service solutions and automation.

Nice-to-haves

• ServiceNow certification(s) related to TSOM or IT Service Management (ITSM).

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• Ability to conceptualize new, innovative applications/services and justify design, build, and/or buy decisions using solid ROI analysis.

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• Experience with understanding consumer insights, market trend analysis, usability testing, A/B testing, rapid prototyping and analytics.

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• Conducting system testing, performance tuning, and optimization to ensure optimal functionality and user experience.

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• Experience working in a dynamic environment where diverse perspectives are respected and considered for creative solutions to difficult problems.

Benefits

• Health and wellness benefits

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• Short term incentives

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• 401(k) Savings Plan

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• Stock incentive programs

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• Paid time off

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• Parental leave

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• Adoption assistance

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• Tuition assistance

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• Other incentives

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