Job Description

Senior Manager, Service Delivery

Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Our Senior Manager, Service Delivery is responsible for managing a dedicated team of Service Delivery Project Managers in support of an assigned Sales vertical. (Carrier customer accounts) In this role you will be accountable to accurate forecasting of installs and related budgets, reporting on operational metrics inclusive of on-time-performance and meantime to install and managing the workload volume and output of your team. Our Director, Service Delivery will also be responsible for all communications related to customer installations, both internal and external, as well as driving conversations in quarterly business reviews and customer meetings.

Responsibilities

• Provide management and oversight to a team of Service Delivery Project Managers
• Manage Salesforce pipeline and reporting for a dedicated vertical
• Provide monthly, quarterly, Install/Churn forecasting and manage to monthly/quarterly/yearly budgets
• Manage teams to meet or exceed Zayo's goals related to delivery installations
• Develop internal process and task-based reporting and analysis for downstream stakeholders
• Establish installation communication, governance, and expectations that create positive customer experiences. Ensure timely and accurate delivery
• Coordinate and lead internal planning calls to ensure all orders and customer projects stay on track
• Create a positive onboarding experience and project management workflow
• Serve as the escalation point for Service Delivery concerns

Qualifications

• 5+ years in people management, preferably in Service Delivery required
• 3-5 years experience in Telecom Service Delivery required
• Skills and knowledge acquired in each of the following areas: Project Management, Change Management, Release Management, Configuration Management, Systems Integration, Systems Development Life Cycle Methodologies, Quality Assurance and Testing, Requirements Gathering, Systems Analysis and Design
• Project Management skills including Estimating, Scope Management, Budget Management, Time Management, Risk Management, Change Management, Issue/Conflict Resolution, Communication Management, Quality Management, Testing Plans, Training Plans, Team Management
• Exceptional interpersonal, organizational and communication skills (verbal and written)
• Excellent presentation skills and strong soft skills
• Excellent verbal and written communications skills, relationship management, client facing, negotiation, team building, and problem-solving; with experience in presentation to senior levels of the organization
• Ability to anticipate and build contingency plans
• Problem-solving skills
• Ability to handle stressful situations with perseverance and professionalism
• Ability to multi-task efficiently
• Be a "self-starter" committed to customer satisfaction/project delivery and able to respond to rapid change within the business.
• Expertise in MS Project, Visio, MS Office suite.
• Preference is given to candidates with education industry knowledge or experience
• Ability to travel to client sites including international travel
• Estimated base salary range: $95,700 - $147,200 USD/annually.
• The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.
• Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

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