Service Delivery, Lead Escalation

Service Delivery, Lead Escalation

Location: Boulder or Denver,CO     Department: Service Delivery

Job Number: CH-3395

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Service Delivery, Lead Escalation


We are currently seeking an experienced Service Delivery, Lead Escalation team member to join our team in Denver or Boulder, CO.



Job Description

The Service Delivery, Lead Escalation point is the primary liaison between internal departments (Service Delivery, Engineering, OSP, ISP, Access Mgmt, etc) when dates are missed or customer escalations are received.  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.


Job Responsibilities:

  • Level 1 escalation contact; drive internal teams for delayed or missed delivery of key elements of project implementation including equipment, fiber, Infrastructure, and 3rd party vendors;
  • Post Mortem review monthly with internal teams on delivery of installs;
  • Handle and resolve customer problems that are escalated for management attention;
  • Interface directly with the customer to communicate resolution on escalation type requests for on-going project status & issues and response to questions.  The communication vehicle will be via face-to-face meetings, email and/or conference calls at regularly scheduled intervals;
  • Manage and Process Records only and Disconnect orders in Salesforce



Education and Experience:

  • Bachelors degree or equivalent experience
  • 4+ years telecom experience (operations experience is a plus)


Abilities and Skills:

The ideal candidate will possess some or all of the following characteristics:

  • Excellent written and verbal communication skills
  • Effective time management skills
  • 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 Word/Excel)
  • Computer acumen
  • Excellent customer communication skills


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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