Director, Service Delivery

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-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.

The Director, Service Delivery is responsible for managing a dedicated team of Service Delivery Managers and Project Managers in support of an assigned product(s). 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. The 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.

Responsibilities

• Provide leadership and oversight to a team of Service Delivery Managers and 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

Qualifications

• 5+ years delivery experience as a Applications Director, Technical Director, or Senior Project Manager

• 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. 

• Preference is given to candidates with education industry knowledge or experience

• Ability to travel to client sites including international travel

Base pay range: $118,400 - $165,795, commensurate with experience

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.