Manager, Service Delivery

| Greater Boulder Area

Company Description

Zayo Group Holdings, Inc. (NYSE: ZAYO) provides communications 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 Manager, Service Delivery is responsible for managing the desired and stated results for a team of Service Delivery Coordinators and designers under the Transport ISP Group. The SDC role is to project manage the installation of cross connects and colocation services for Zayo, in addition to technical support for specific accounts.

Responsibilities

  • Determine and document process with internal customers, while tracking adherence.
  • Manage Salesforce pipeline and reporting.
  • Coordinate internal planning calls to ensure all orders and customer projects stay on track.
  • Develop internal process and task based reporting and analysis for downstream stakeholders (Engineering, Planning, Interco, Other SD teams).
  • Identify employees with knowledge, ability, and result producing gaps, and create gap plan with manager. Also identify high performers with data backing, and seek enhanced opportunities for career growth.
  • Establish account communication, governance, and expectations that create positive customer transitions. Ensure timely and accurate delivery.
  • Create a positive onboarding experience and project management workflow.
  • Escalation point for Service Delivery concerns.
  • Requires technical support and coordination with customers and end-users required to support project management workflow and order delivery.
  • Project Management of Estimating, Scope Management, Budget Management, Time Management, Risk Management, Change Management, Issue/Conflict Resolution, Communication Management, Quality Management, Testing Plans, Training Plans, Team Management.
  • Anticipate and build contingency plans.
  • Responsible for wide array of reporting and tracking.
  • Performance reviews of team members.
  • Responsible for SLA adherence.
  • Others duties as needed or assigned.

Qualifications

  • 5+ years’ delivery experience as a Manager or Senior Project Manager.
  • Understanding of the Colocation and cross connect environment (ability to draw all aspects of a standard colocation environment).
  • Broad based financial understanding (install and churn ramifications, how to pull levers for both sides to impact financial metrics).
  • Understanding of cross connect intervals, as well as costs.
  • Responsible for wide array of reporting and tracking.
  • Exceptional interpersonal, organizational and communication skills (verbal and written).
  • 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.
  • “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.

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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Location

1821 30th Street, Boulder, CO 80301
1821 30th Street, Boulder, CO 80301

What are Zayo Group Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Perks & Discounts
Company Outings
Professional Development Benefits
Tuition Reimbursement

Additional Perks + Benefits

Life Insurance. Performance Bonus. Work From Home.

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