IT Manager, Service Delivery and Product Ops at Zayo

| Greater Boulder Area
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Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-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.

Job Profile

Responsible for operational, department & program planning and oversight, ensuring strategic alignment and integration of activities across multiple organizations and functions. The Service Delivery and Product Ops IT Manager will be responsible for supporting, enhancing, and automating processes related to Zayo’s Service Delivery and Product Operations. Seek to improve processes and applications with the goal of delivering the highest level of service to our customers. Manages a team of Business System Analysts, is accountable for the performance and results of his/her team. Plans and assigns work to various team members. Reports status of projects or issues. Responsible for hiring and developing his/her team, manages business stakeholder relationships.

Responsibilities: 

Stakeholder management

  • Responsible for providing comprehensive input to stakeholders to support decision making

  • Proactively communicates issues and risks and escalate conflicts, proposing options for resolution

  • Able to drive effective conflict resolution between stakeholders

  • Manages all stakeholder communications with respect to project and operations status

  • In addition to building effective working relationships with stakeholders, the manager partners with stakeholders to execute against agreed-upon commitments

  • Responsible for managing stakeholder escalations/priority shifts to resolution and/or senior management escalation

Project/Program Management

  • Responsible for producing and/or validating project plans, provided by project managers & technology professionals

  • Responsible for ensuring projects deliver on time and budget by holding contributors accountable for delivering on project milestones and deliverables

  • Responsible for identifying project execution risks and project-related issues, suggesting mitigation plans for resolution to management

  • Responsible for project resource allocation and management

  • Collects, analyzes, organizes and presents data on projects and operations to senior management

  • Develops and executes against operational KPIs

  • Drives innovation among the team


Resource Management

  • Works closely with Dev Managers and Project Managers to track resource allocation and utilization for assigned projects

  • Decisions are guided by policies, procedures and business plan; receives guidance and oversight from his/her manager

System Optimization

  • Utilizes subject matter expertise and data from analysis, to propose system improvements to leadership

  • Oversees implementation of approved system improvement recommendations within functional area

  • Identifies and proposes improvement ideas

  • Creation/refinement of efficient processes, standards, and policies

  • Monitors violations, and designs a remediation plan to ensure adherence

Application Support

  • Supports and trains resources and oversees quality in triage and troubleshooting practices

  • Leads troubleshooting efforts on critical issues with cross functional teams through resolution

  • Identifies improvements to address repeat issues

  • Reviewer for assessing adherence to new security architectures to guidelines

People Management

  • Is accountable for the performance and results of direct reports

  • Is responsible for:

    • the performance management of team members, including disciplinary actions and hire/fire recommendations

    • talent development, including quarterly conversations, career pathways conversations and individual development/growth plans

  • Models the Zayo Culture and Values

Qualifications:

  • Bachelor's degree in programming, computer science, MIS or equivalent experience.

  • 5+ years of experience leading teams and business systems analysis projects.

  • 2+ years' experience working in the telecom environment required.

  • Experience administering SalesForce Environment.

  • Demonstrated ability to effectively communicate both technical and non-technical issues and resolve problems at all levels of the organization both internally and externally.

  • Proven ability to document highly complex processes, procedures, and/or policies.

  • Deep understanding of business process and operating models as well as customer process and mission.

  • Expert in SDLC; expert understanding of at least one methodology and strong conceptual understanding of at least one other (Waterfall, Agile, etc.).

  • Solid foundation in project management methodologies with experience managing small to medium sized projects.

  • Highly motivated with an eagerness to learn new technologies, be part of a collaborative team, and maintain a transformational and creative mindset.

  • Certified Business Analysis Professional (CBAP) or Project Management Professional (PMP) desired.

Rewards

  • Competitive compensation

    • Base salary range: $78,113-$84,995 

    • Full-time Zayo employees are also eligible for discretionary quarterly short-term and long-term incentive cash bonuses which are based on the performance of the Company, an employee’s business segment, and the individual employee

  • Excellent benefits including health, dental, vision, 401 (k), disability and life insurance

  • Fitness membership discounts

  • Generous paid time off policy including paid parental leave

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM

Location

Our Boulder campus is located in the 29th Street Mall where employees can benefit from access to restaurants, retail, fitness and more!

What are Zayo Perks + Benefits

Zayo Benefits Overview

Zayo Group is committed to providing our employees with a benefits program that is both comprehensive and competitive. Our benefits program offers health care, dental and vision coverage, as well as financial secruity to our employees and their families.

Culture
Volunteer in local community
Partners with Nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Accounts (FSAs) enable you to put aside money for important expenses & help reduce your income taxes at the same time. Zayo employees can contribute up to $2,650 annually.
Disability Insurance
If you are out of work for an extended period or time due to a disabling injury or illness, disability insurance covers 60% of annual salary up to $5000 monthly maximum payout.
Dental Benefits
Dental exams can help you & your dentist detect problems in the early stages when treatment is simpler & costs are lower. Regular exams are an important part of maintaining your medical health.
Vision Benefits
The vision plan covers routine eye exams and also pays for all or a portion of the costs of glasses or contact lenses if you need them.
Health Insurance Benefits
Each person's health care needs are different. That's why our medical plan offers multiple options (3) so that you can choose the coverage level best-suited to your personal situation.
Life Insurance
Your family depends on your income for a comfortable lifestyle and for the resources necessary to make their dreams a reality! Zayo offers Basic Term Life and AD&D as well as supplemental insurance.
Wellness Programs
Team workouts
Do you love working out? So do we which is why Zayo offers access to group fitness sessions and company-sponsored events, such as the B Strong Ride.
Retirement & Stock Options Benefits
401(K)
Zayo Group offers a 401(k) plan through Fidelity. Eligible employees may join the plan as soon as administratively feasible after their date of hire and may contribute up to the IRS limit of $19,000.
401(K) Matching
Zayo matches 50% of employee contributions up to 4% with a cap at 2% match.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Zayo provide 12 weeks paid maternity leave, 2 weeks paid paternity leave, and 4 weeks paid adoptive/foster leave.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Zayo Group offers the option to elect Commuter Benefits which helps you pay for public transportation and parking costs while commuting to and from work using pretax dollars.
Company Outings
Game Room
Some Meals Provided
Happy Hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Parking
Parking is available at Zayo offices.
Recreational Clubs
Love sports? So do we! We offer a variety of options to get involved with your co-workers outside of the office.
Fitness Subsidies
We strongly believe that there is nothing more important than the health and well-being of our employees and families. To promote health and fitness, Zayo has partnered with GymPass.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
The tuition reimbursement program provides an opportunity for Zayo employees to further their education and to apply to be reimbursed for eligible education expenses.
Diversity Program
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
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