Director, Service Assurance Platforms

Zayo Group

4d•$142,600 - $219,400•Remote

About The Position

The Director of Service Assurance Platforms leads the product management, engineering, delivery, operation, and modernization of the technology platforms supporting Zayo’s Network Operations Center and service-assurance processes. The role is the technology owner for ServiceNow Telecommunications Service Management and related capabilities, including telecommunications service operations, event and incident management, major incident and problem management, customer-impact analysis, service-level management, and service-assurance workflows. The Director leads a multidisciplinary product and engineering organization responsible for designing, integrating, releasing, operating, and supporting the Service Assurance platform. The platform connects network events and alarms with network and service inventory, customer services, locations, contracts, incidents, SLAs, and customer communications. Working with NOC and Service Assurance business leaders, the Director ensures these teams have a reliable, scalable, automated, and service-centric platform for their work; the business leaders remain accountable for day-to-day network operations and incident response. The position owns platform strategy, roadmap, investment planning, engineering and delivery practices, integrations, reliability, security, data governance, user adoption, and team development. Success is measured through platform availability, release quality, automation, incident outcomes, customer-impact visibility, adoption, data quality, reliability, technical-debt reduction, cost optimization, and roadmap value.

Requirements

Bachelor’s degree in Computer Science, Engineering, Telecommunications, Information Systems, or a related discipline.
At least 12 years of experience in enterprise platforms, telecommunications technology, ServiceNow, OSS/BSS, service assurance, or network operations systems.
At least 5 years of leadership experience managing product, platform-engineering, application-development, or technology-support teams.
Significant experience with ServiceNow TSM, TSOM, ITSM, ITOM, Event Management, CMDB, Service Mapping, or related capabilities.
Experience leading both technology delivery and production support for a business-critical enterprise platform.
Strong understanding of telecommunications service assurance, network events, incidents, services, inventory, topology, and customer impact.
Experience integrating ServiceNow with network-management, inventory, customer, field-service, data, and communications platforms.
Demonstrated experience developing product roadmaps and translating operational requirements into platform capabilities.
Experience with software-development lifecycle, DevSecOps, testing, release management, observability, and platform operations.
Strong executive communication, stakeholder management, financial management, and organizational leadership skills.

Nice To Haves

Experience in fiber, optical transport, Ethernet, IP, internet, cloud connectivity, or managed network services.
ServiceNow architecture, implementation, or product-owner certification.
Experience with ServiceNow Telecommunications Service Operations Management.
Experience with AIOps, event correlation, network observability, topology, and automated remediation.
Experience managing ServiceNow upgrades and reducing complex customization.
Familiarity with ITIL, SRE, platform engineering, and product operating models.
Experience supporting highly available, 24×7 operational platforms.

Responsibilities

Own the Service Assurance platform vision, strategy, roadmap, investment planning, and lifecycle management.
Serve as senior technology product owner for ServiceNow Telecommunications Service Management and related ServiceNow capabilities.
Partner with Network Operations and Service Assurance leaders to translate business needs into platform capabilities, automation, and operational improvements.
Establish governance, prioritization, and investment decisions aligned with customer impact, operational efficiency, risk reduction, and business priorities.
Manage platform budgets, software licensing, technology partners, and vendor relationships.
Lead a multidisciplinary team across product management, architecture, development, integrations, data, analysis, and support.
Drive Service Assurance capability design, development, integration, testing, release, and enhancement.
Establish engineering, DevSecOps, release-management, and quality practices supporting scalability, reliability, maintainability, and security.
Deliver reusable, enterprise-scale solutions for multiple network domains, products, customer segments, and operational teams.
Own integration strategy connecting ServiceNow with monitoring, inventory, customer, workforce-management, communications, and analytics platforms.
Improve event management, service-impact analysis, incident management, workflow automation, outage communications, and operational visibility.
Advance automation, observability, AI, and operational intelligence to improve incident detection, prioritization, and resolution.
Ensure platform data and workflows provide reliable visibility into network services, customer impact, locations, SLAs, and operational performance.
Own availability, security, resiliency, support, and operational performance for a platform supporting 24×7 network operations.
Establish service-level objectives, monitoring, escalation procedures, support processes, and disaster-recovery capabilities.
Lead platform incident and problem management, technical-debt reduction, and reliability and user-experience improvements.
Establish governance for CMDB, service models, topology data, operational data, and platform configuration standards.
Partner with Architecture, Inventory, and Data teams to improve data quality, accuracy, and trustworthiness.
Simplify workflows and improve productivity for NOC engineers, service-assurance analysts, incident managers, and customer operations teams.
Lead training, adoption, change-management, and continuous-improvement initiatives.
Build, mentor, and develop a high-performing Service Assurance product and engineering organization.
Define accountabilities across product management, architecture, engineering, testing, platform operations, and support.
Manage external implementation partners, software vendors, managed-service providers, and ServiceNow partners.
Establish platform ownership and a product operating model; assess the current implementation, architecture, integrations, data quality, support model, and technical debt.
Create a prioritized multi-year roadmap with measurable operational outcomes and improve stability, reliability, integrations, automation, engineering practices, and NOC user experience.