IT Manager, Service Delivery and Product Ops at Zayo
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.
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.
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
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
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
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
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
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
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.
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