Operations Service Manager

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-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.

Zayo is seeking an Operations Service Manager to be the primary operational interface and customer advocate for assigned large, strategic accounts. The Operations Service Manager partners closely with Customer Success, Sales and cross-functional operational teams to drive a superior, differentiated and sustained customer experience.

Provides proactive and reactive operational leadership throughout the customer lifecycle by maintaining awareness of service health, identifying trends and chronic issues, assessing operational risk, and driving appropriate corrective actions. Coordinates, develops and delivers operational reviews, Root Cause Analysis/Reason for Outage (RFO) activity, Service Improvement Plans (SIP), and other customer-specific operational initiatives.

Leads cross-functional coordination across NCC/NOC, Service Assurance, Engineering, Field Operations, Service Delivery, Product and other organizations to increase visibility, establish accountability, remove barriers and drive issues impacting the assigned customer base toward resolution.

Maintains a strong understanding of assigned customers' services, network environment, SLAs, operational expectations, escalation requirements, known risks and chronic conditions in order to effectively advocate for the customer internally and set appropriate expectations externally.

May train and mentor peers and partner with management on strategic initiatives and process improvements.

Location: This role will consider applicants that currently reside in the continental United States in the Eastern and Central Time Zones.

Please Note - Evergreen Job Posting: At Zayo, we're always looking for great talent to continually build our network of talented professionals to support current and future business needs. This is an evergreen job posting intended to establish a pipeline of qualified candidates for current or potential opportunities within our organization. While there may not be an immediate opening for this position, we encourage interested candidates to apply for consideration as relevant opportunities become available. Applications may be reviewed on an ongoing basis, and members of our Talent Acquisition team may contact candidates whose qualifications and experience align with current or future hiring needs.

Responsibilities

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Serve as the primary customer-facing operational point of contact for significant service assurance issues, chronic service conditions, operational escalations and service improvement initiatives.

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Provide proactive and reactive operational leadership by identifying emerging risks, escalating concerns appropriately, engaging necessary resources, establishing clear ownership and driving actions through resolution.

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Serve as the operational subject matter expert and customer advocate for assigned accounts, with strong technical fluency across relevant Zayo products, services, operational processes and Service Level Agreements.

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Maintain working knowledge of assigned customers' network and service footprint, operational requirements, escalation expectations, business-critical services, known vulnerabilities and recurring service concerns.

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Develop and deliver regular operational reviews that provide meaningful insight into network and service performance, including performance trends, chronic issue analysis, recurring failure patterns, service risks, areas of improvement and