IT Manager, Service Delivery and Product Ops at Zayo group in Boulder, Colorado

Posted in Other 8 days ago.

Job Description:

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.

Job Profile

Responsible for operational, department & program planning and oversight, ensuring strategic alignment and integration of activities across multiple organizations and functions. The Service Delivery and Product Ops IT Manager will be responsible for supporting, enhancing, and automating processes related to Zayo's Service Delivery and Product Operations. Seek to improve processes and applications with the goal of delivering the highest level of service to our customers. Manages a team of Business System Analysts, is accountable for the performance and results of his/her team. Plans and assigns work to various team members. Reports status of projects or issues. Responsible for hiring and developing his/her team, manages business stakeholder relationships.


Stakeholder management

  • Responsible for providing comprehensive input to stakeholders to support decision making

  • Proactively communicates issues and risks and escalate conflicts, proposing options for resolution

  • Able to drive effective conflict resolution between stakeholders

  • Manages all stakeholder communications with respect to project and operations status

  • In addition to building effective working relationships with stakeholders, the manager partners with stakeholders to execute against agreed-upon commitments

  • Responsible for managing stakeholder escalations/priority shifts to resolution and/or senior management escalation

Project/Program Management

  • Responsible for producing and/or validating project plans, provided by project managers & technology professionals

  • Responsible for ensuring projects deliver on time and budget by holding contributors accountable for delivering on project milestones and deliverables

  • Responsible for identifying project execution risks and project-related issues, suggesting mitigation plans for resolution to management

  • Responsible for project resource allocation and management

  • Collects, analyzes, organizes and presents data on projects and operations to senior management

  • Develops and executes against operational KPIs

  • Drives innovation among the team

Resource Management

  • Works closely with Dev Managers and Project Managers to track resource allocation and utilization for assigned projects

  • Decisions are guided by policies, procedures and business plan; receives guidance and oversight from his/her manager

System Optimization

  • Utilizes subject matter expertise and data from analysis, to propose system improvements to leadership

  • Oversees implementation of approved system improvement recommendations within functional area

  • Identifies and proposes improvement ideas

  • Creation/refinement of efficient processes, standards, and policies

  • Monitors violations, and designs a remediation plan to ensure adherence

Application Support

  • Supports and trains resources and oversees quality in triage and troubleshooting practices

  • Leads troubleshooting efforts on critical issues with cross functional teams through resolution

  • Identifies improvements to address repeat issues

  • Reviewer for assessing adherence to new security architectures to guidelines

People Management

  • Is accountable for the performance and results of direct reports

  • Is responsible for:

    • the performance management of team members, including disciplinary actions and hire/fire recommendations

    • talent development, including quarterly conversations, career pathways conversations and individual development/growth plans

  • Models the Zayo Culture and Values


  • Bachelor's degree in programming, computer science, MIS or equivalent experience.

  • 5+ years of experience leading teams and business systems analysis projects.

  • 2+ years' experience working in the telecom environment required.

  • Experience administering SalesForce Environment.

  • Demonstrated ability to effectively communicate both technical and non-technical issues and resolve problems at all levels of the organization both internally and externally.

  • Proven ability to document highly complex processes, procedures, and/or policies.

  • Deep understanding of business process and operating models as well as customer process and mission.

  • Expert in SDLC; expert understanding of at least one methodology and strong conceptual understanding of at least one other (Waterfall, Agile, etc.).

  • Solid foundation in project management methodologies with experience managing small to medium sized projects.

  • Highly motivated with an eagerness to learn new technologies, be part of a collaborative team, and maintain a transformational and creative mindset.

  • Certified Business Analysis Professional (CBAP) or Project Management Professional (PMP) desired.


  • Competitive compensation

    • Base salary range: $78,113-$84,995

    • Full-time Zayo employees are also eligible for discretionary quarterly short-term and long-term incentive cash bonuses which are based on the performance of the Company, an employee's business segment, and the individual employee

  • Excellent benefits including health, dental, vision, 401 (k), disability and life insurance

  • Fitness membership discounts

  • Generous paid time off policy including paid parental leave