Service Delivery Manager
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, dedicated Internet access, and colocation services. Zayo owns and operates a Tier 1 IP Backbone and 44 carrier-neutral data centers. Through its Cloudlink service, Zayo provides low latency private connectivity that attaches enterprises to their public cloud environments. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
Position Description
The Manager, Service Delivery is responsible for managing the desired and stated results for a team of Service Delivery Coordinators under the xxx Product Group. The SDC role is to project manage the installation of services for Zayo, in addition to technical support for specific accounts.
Responsibilities
- Determine and document the new projects kick off process with 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 (Systems Engineering, Networking, Interco, Operations)
- 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
- Lead infrastructure development projects and/or software development projects
- Responsible for wide array of reporting and tracking
- Performance reviews of team members
- Potentially own some types of orders from signature to billing
- 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 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 colocation intervals, as well as some costs
- Understanding of network components (what types of network a colocation might need or purchase)
- Responsible for wide array of reporting and tracking
- Skills and knowledge acquired in each of the following areas: Project Management, Change Management, Release Management, Configuration Management, 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
- Demonstrated experience in leading infrastructure development projects and/or software development projects
- Exceptional interpersonal, organizational and communication skills (verbal and written)
- Excellent presentation skills and strong soft 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
- “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