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Manager, Service Delivery

Manager, Service Delivery

Location: Denver,CO     Department: Service Delivery

Job Number: MR-1152

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Manager, Service Delivery                                        

Denver, CO

Exempt

Reports To: Director, Client Project Management

 

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 under the Enterprise Segment 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 the 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
  • 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
  • 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

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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