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Global Service Delivery Coordinator

| Greater Boulder Area

Company Description

Zayo Group Holdings, Inc. (NYSE: ZAYO) provides communications domestic and global infrastructure solutions, including fiber and bandwidth connectivity, colocation and cloud infrastructure to the world’s leading businesses. Customers include wireless and wireline carriers, media and content companies, cloud providers, finance and professional services and other large enterprises. Zayo provides customers with flexible solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth.

Position Description

The Global Service Delivery Coordinator is the primary customer contact and a liaison between the company’s internal engineering, off-net, ISP and provisioning/service installation teams. The position involves heavy levels of internal and customer-facing communication. The primary objectives are providing excellent customer service and working with internal and external stakeholders to ensure on-time delivery in accordance with customer, and company expectations.

Responsibilities

  • Manage Global Reach orders through entire delivery process, from when the order is signed by a customer to when it goes to billing.
  • Proactively manage milestones and communications with Zayo customers throughout the delivery and post-delivery process.
  • Organize and coordinate internally with quoting/carrier relations, off-net delivery, ISP, product engineering, product infrastructure teams for the timely and accurate implementation of global complex projects.
  • Drive type 2 vendor project managers for the timely delivery of each segment of the global customer solution by understanding key elements of project implementation including network design, required equipment, building authorizations, internal financial transactions and third-party leases around the globe.
  • Manage cross-connects orders via various global data center portals.
  • Understand and follow Zayo and type 2 vendor escalation process.
  • Report on progress and project milestones.
  • Handle and resolve customer problems that are escalated for management attention.
  • Ability to maintain project management tools by using database management and leveraging Salesforce and Salesforce’s Analytic tool.
  • Prepare various reports for project implementation and customer service management.
  • Interface directly with customers to communicate implementation schedule, on-going project status, issues and responses to questions. The communication vehicle will be via face-to-face meetings, email, and/or conference calls at regularly scheduled intervals.
  • Provide post-installation support services, trouble ticket resolution, and effective communication with Zayo Network Operation Center.
  • Ability to work with Zayo Network Operation Center by providing knowledge and expertise of Zayo global infrastructure and type 2 vendor escalations.

Day-to-Day Tasks

  • Daily tracking/chatter follow-ups with off-net delivery, sales, and engineering.
  • Weekly e-mails and/or calls with customers.
  • Daily work with product engineering and ISP teams to ensure cross-connects are ordered on a timely manner.
  • Ensure final provisioning is done on Zayo side.
  • Attend customer final turn up calls.
  • Tracking and identifying vendor delays.
  • Daily follow ups with all involved into delivery (SE, ISP, and Provisioning)
  • Provide weekly updates to sales on SO level.

Qualifications

  • Bachelors’ Degree or equivalent experience
  • 2+ years in global telecom experience highly preferred
  • “Self-starter” committed to customer satisfaction/project delivery and able to respond to rapid change within the business
  • Ability to handle stressful situations with perseverance and professionalism
  • Ability to multi-task efficiently
  • Excellent written and verbal communication skills
  • Effective time management skills
  • Data analysis skills preferred
  • Responsible for wide array of reporting and tracking
  • Ability/willingness to operate in a fast-paced, demanding environment
  • Desire to grow within the company
  • Analytical/critical thinking ability
  • Familiarity with Microsoft Office suite (particularly Excel and Word)
  • Computer acumen

Rewards

  • Competitive compensation
  • Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
  • Fitness membership discounts
  • Generous paid time off policy including paid parental leave

Zayo is an Equal Opportunity Employer. Zayo does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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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 Group Perks + Benefits

Zayo Group 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
Open door policy
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
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.
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.
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
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.
Game Room
Our game room includes Ping Pong, Foosball, Shuffle Board, Video Games.
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
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.
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Promote from within
Mentorship program
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