Head of ServiceNow & Middleware

Company Description

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.

Zayo is seeking a visionary and execution-driven head of ServiceNow & Middleware to lead the strategy, delivery, and evolution of our ServiceNow Platform, with a strong focus on Telecommunications Order Management (SOM/OM) and Service Assurance capabilities. This leader will be instrumental in driving digital transformation across our telecom operations, enabling scalable automation, real-time visibility, and seamless customer and service lifecycle management.

Responsibilities:

• Own and drive the roadmap, architecture, and implementation of ServiceNow modules including Order Management for Telecom, Service Assurance, CMDB, FSM, ESM, and custom applications.

• Partner with business leaders across Product, Engineering, Service Delivery, and Operations to translate business goals into scalable platform capabilities.

• Lead cross-functional teams including Product Managers, Architects, Developers, and QA to deliver platform enhancements on-time and with high quality.

•  Guide integration strategy between ServiceNow and ecosystem tools (e.g., Salesforce, ESRI, SiteTracker, Snowflake, Network Inventory Systems, BSS/OSS platforms).

• Ensure adherence to ITIL and TM Forum standards, championing process automation and operational excellence.

• Manage platform governance, compliance, security, and performance at scale.

• Serve as a thought leader in ServiceNow innovation, identifying opportunities to leverage emerging capabilities (AI, Flow Designer, Predictive Intelligence, Automation Engine, etc.). •    Define and track KPIs that demonstrate platform value and performance to executive leadership.

• Manage API platforms like Apigee or MuleSoft for enterprise integration.

• Ensure seamless connectivity between front-office, back-office, and infrastructure systems.

• Drive automation initiatives to enhance operational efficiency and reduce manual workflows.​

Qualifications:

• 12+ years of IT experience with 5+ years in a senior leadership role focused on enterprise platforms.

• Deep hands-on experience leading large-scale ServiceNow implementations, especially Order Management for Telecom (OMT), SOM, or Service Assurance modules.

• Strong telecom industry background with domain knowledge in BSS/OSS, Fulfillment, Provisioning, and Network Inventory

• Proven success in leading cross-functional teams and managing multi-million dollar programs with Agile/DevOps methodologies

• Demonstrated experience in platform strategy, architecture oversight, and vendor engagement

• Excellent communication, stakeholder management, and executive reporting skills

• Expertise in API design, integration, and management tools such as Apigee or MuleSoft.

• Experience with workflow automation and microservices architecture.

Preferred Qualifications:

• Certified ServiceNow System Administrator and/or Implementation Specialist

• Experience with TM Forum frameworks (e.g., SID, eTOM, Open APIs)

• Background in platform modernization, cloud-native architectures, or data-driven service operations

Estimated Base Salary Range: $190,000 - $220,000 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.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.