Director, Service Delivery
Company Description
Zayo Group provides Communications Infrastructure services, including fiber and bandwidth connectivity, colocation and cloud services to the world’s leading businesses. In addition to high-capacity dark fiber, wavelength, Ethernet and other connectivity solutions, Zayo offers colocation and cloud services in its carrier-neutral data centers. Zayo provides clients with flexible, customized solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth and services.
Position Description
The Director, Cloud Service Delivery is responsible for managing a team of Technical Account Managers under the Cloud Product Group. The TAM role is to project manage the installation of Cloud services for Zayo, in addition to technical support for specific accounts.
The Director of this team is responsible for:
Responsibilities
- Kick off new projects with customers.
- Manage Salesforce pipeline and reporting.
- Coordinate internal planning calls to ensure all orders and customer projects stay on track.
- Develop internal process and task based reporting and analysis for downstream stakeholders (Systems Engineering, Networking, Fiber Solutions, zColo – our Data Center partner).
- Provide leadership and oversight of internal delivery team.
- Establish account communication, governance, and expectations that create positive customer transitions. Ensure timely and accurate delivery.
- Create a positive onboarding experience and project management workflow.
- Escalation point for Cloud Service Delivery concerns.
- Requires cloud technical support and coordination with customers and end-users required to support project management workflow and order delivery.
Qualifications
- 5+ years delivery experience as a Applications Director, Technical Director, or Senior Project Manager
- 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
- Demonstrated experience in leading infrastructure development projects and/or software development projects.
- Knowledge of ERP Applications
- 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
Rewards
- Competitive compensation
- Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
- Fitness membership discounts
- Generous paid time off policy including paid parental leave
Zayo is an Equal Opportunity Employer. Zayo does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.