Senior Manager, Service Delivery 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.
The Senior Manager, Service Delivery is responsible for managing a dedicated team of Service Delivery Project Managers in support of an assigned Sales vertical. In this role you will be accountable to accurate forecasting of installs and related budgets, reporting on operational metrics inclusive of on-time-performance and meantime to install and managing the workload volume and output of your team. The Director, Service Delivery will also be responsible for all communications related to customer installations, both internal and external, as well as driving conversations in quarterly business reviews and customer meetings.
Provide management and oversight to a team of Service Delivery Project Managers
Manage Salesforce pipeline and reporting for a dedicated vertical
Provide monthly, quarterly, Install/Churn forecasting and manage to monthly/quarterly/yearly budgets
Manage teams to meet or exceed Zayo’s goals related to delivery installations
Develop internal process and task-based reporting and analysis for downstream stakeholders
Establish installation communication, governance, and expectations that create positive customer experiences. Ensure timely and accurate delivery
Coordinate and lead internal planning calls to ensure all orders and customer projects stay on track
Create a positive onboarding experience and project management workflow
Serve as the escalation point for Service Delivery concerns
3-5 years delivery experience in Service Delivery Management
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
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
Competitive compensation - $100,000 - $130,000
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts
Generous paid time off policy including paid parental leave