Service Delivery Senior Manager

Zayo Group

About The Position

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-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. Our Senior Manager, Service Delivery is responsible for managing a dedicated team of Service Delivery Project Managers in support of an assigned Sales vertical. (Carrier customer accounts) 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. Our 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.

Requirements

5+ years in people management, preferably in Service Delivery required
3-5 years experience in Telecom Service Delivery required
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
Problem-solving skills
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.
Ability to travel to client sites including international travel

Nice To Haves

Preference is given to candidates with education industry knowledge or experience

Responsibilities

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