Lead, Service Delivery, Verticals
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.
Position Description
The Lead, Service Delivery is responsible for developing and managing the overall strategy and operational activity of the Service Delivery Coordinator team for Zayo. The Service Delivery Coordinator team is responsible for project managing the Zayo Large Enterprise/Vertical Customer installations and solutions that exceed customer expectations.
Responsibilities
- Organizational development and overall strategy for a subsect of Delivery Coordinator teams
- Engagement with Customers related to solutions, installations, operational partnerships
- Provide leadership to Service Delivery Coordinator team, focusing on proactive and productive engagement internally and externally
- Manage Salesforce pipeline and reporting
- Coordination of internal teams to ensure orders fulfill, customer expectations are met
- Develop internal process and task-based reporting and analysis
- Create a positive onboarding experience and project management workflow
- Manage a geographically distributed team dedicated to the delivery and activation of customer services
- Create and Develop realistic and executable strategic business plans for the division
- Develops leaders at all levels of the organization, serves as mentor and coach to continually grow and develop the overall employee competency level
- Consistent model of the company core values, continually aligning and enhancing the culture of the organization to create stronger customer service, employee loyalty and customer retention
- Resolving issues effectively; seeing real problems, being comfortable with conflict, calling out the problems and solving the problems in a practical and healthy manner
- Dependably demonstrating a relentless obsession with a Customer First Approach and Customer Experience
- Full accountability for managing the entire Customer Journey of Service Delivery across all layers
- Escalation point for Service Delivery and Customer concerns
Qualifications
- 10+ years delivery experience as an Applications Director, Technical Director, or Project Management Director
- 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, Salesforce
- Telecom industry experience a plus
- Ability to travel to client sites including international travel
Rewards
Competitive compensation
Base salary range: $127,793-$144,586
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
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time