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.

What you’ll be doing...

The SLA Manager is responsible for ensuring that service level agreements (SLAs) are met or exceeded. This includes defining, tracking, and reporting on SLAs, as well as identifying and implementing opportunities for improvement. The SLA Manager will work closely with internal teams and external customers to ensure that service levels are aligned with business objectives.

Responsibilities will include:

• Define and negotiate SLAs with customers.

• Track and report on SLA performance.

• Identify and implement opportunities for improvement.

• Work with internal teams to ensure that service levels are met.

• Manage customer expectations and communications regarding SLAs.

• Escalate SLA issues as needed.

What we’re looking for...

You’ll need to have:

• Bachelor's degree in Business, Information Technology or a related field, or four or more years of work experience.

• Three or more years of relevant work experience in service management or a related field.

• Strong understanding of SLA concepts and best practices.

• Experience with SLA reporting and analysis.

• Ability to work independently and as part of a team.

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

• Excellent communication and interpersonal skills.

• Experience with ITIL or other service management frameworks.

• Project management experience.

• Experience in the telecommunications industry.

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.

You want more out of a career. A place to share your ideas freely. We power and empower how people live, work and play by connecting them to what matters most. If that inspires you, start the next chapter of your career here.