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Off-net Service Delivery Escalations Manager

Off-net Service Delivery Escalations Manager

Location: Boulder,CO     Department: Service Delivery

Job Number: MR-1154

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Off-net Service Delivery Escalations Manager

Boulder, CO


Reports To: Director, Operations


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 Off-net Service Delivery Escalations Manager is responsible for project management of the off-net escalations for the Access Management Group.


  • Management of Expedited & Escalated Type II / Off-net orders and processes
  • First level escalation for Off-net Service Delivery Coordinators (SDCs) for Vendors
  • Creating Reports and Dashboards in Salesforce to report delivery intervals & order volumes for team
  • Creating, Defining, and refining the Off-net Service Delivery process by working across multiple internal functional groups including Sales, Outside Plant (OSP), Inside Plant (ISP), Design, Field Operations, Sales Engineering, Service Delivery Coordinators for the PG’s, and other Product Group contacts. 


  • Knowledge of basic telecommunication services and project management skills are a must. Telecommunication services include: SONET based services, Ethernet, Wavelengths, and other voice and data services.
  • Excellent communication skills (phone and email)
  • Ability to manage through obstacles with the goal of timely installation of Type II / Off-net Orders exceed both customer expectations and internal revenue objectives
  • Strong skills using Microsoft office produce: Excel, Outlook, Word
  • Strong skills using internal office applications (SalesForce and Metasolve)


  • 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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