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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 function as the primary operations interface by serving as the critical customer advocate and liaison for large, strategic accounts. Our Operations Service Manager interfaces with multiple technical resources across the business to drive a superior, differentiated and sustained customer experience.
This role ensures operational continuity and scalability across functional teams during all stages of the lifecycle by coordinating, driving and delivering operations reviews, Request for Outage (RFO) and Service Improvement Plans (SIP). The Operations Service Manager serves on cross-functional teams to raise awareness, drive for results and resolve issues impacting assigned customer base. This role may also train and mentor lower level peers and partner with management to share strategic responsibilities and team leadership.
APPLICANTS MUST RESIDE IN BENTONVILLE, ARKANSAS
Responsibilities:
Act as an escalation point, sometimes after hours, when standard processes are not meeting customer expectations. Once engaged, serves as primary communication for operational life cycle issues by pulling in necessary resources to address ongoing issues.
Serves as customer advocate, technical resource and Subject Matter Expert for internal company departments for assigned customer base and develops communication strategies with intern departments by staying well-versed in customer and internal SLA's and operational processes in order to assist operations and sales in setting proper customer expectations based on defined Service Level criteria.
Defines and develops custom reporting and delivers regular operations review that illustrate network performance by highlighting positive performance trends and identifying areas for service improvement opportunities.
Partners with Network Control Center (NCC) to identify, create, implement, and track post mortem analysis and preventive measures and then takes the lead in presenting that information to the customer.
Defines and communicates key Service Assurance process gaps that will be measured and tracked via Service Improvement Plans (SIP). Facilitates both internal and external meetings associated to SIP until initiatives are resolved.
Qualifications:
Bachelor's Degree or 5 plus years of relevant job experience - Field of Study: Engineering, Telecommunications or other relative technological field
Minimum of 5 (five) years of telecom industry experience with knowledge of Voice, Transport, IP, Data, Fiber and Managed Services
Ability to execute job responsibilities independently and confidently with high proficiency
Strong technical and operational background and understanding of troubleshooting and configuration protocols
Strong understanding of operations processes and systems across all internal organizations as well as industry best practices
Exceptional customer-facing skills with an innate ability to empathize with customers
Strong analytical skills and ability to convey that information succinctly and clearly
Strong interpersonal, teamwork, conflict resolution and negotiation skills
Strong time management, organizational, and prioritization capabilities
Excellent oral and written communications skills internally and customer-facing
Well-versed in communicating at both the technician as well as executive levels
Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships
Ability to challenge the status quo with a focus on continuous improvement
Highly motivated, self-starter who can thrive independently or in a team environment
Primarily office environment 8 to 5 with some business travel and after hours support
Must be willing to work on-call via cell phone, including weekends and holidays
Some travel may be necessary - travel is limited at customer or direct reports request (10% of the year)
Some weekend/holiday work may be necessary
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.
Zayo is an Equal Opportunity/Affirmative Action employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. EEO IS THE LAW Zayo invites any applicant and/or employee to review the Company’s written Affirmative Action Plan. This plan is available for inspection upon request by emailing our People Ops team.Full Time
Filmed Entertainment
$99k-124k (estimate)
05/25/2024
07/24/2024
zayo.com
ENCINITAS, CA
3,000 - 7,500
2007
Private
ASHLEY DIAN CARNEY DAVIS
$1B - $3B
Filmed Entertainment
Zayo is an infrastructure and communication company that provides fiber, bandwidth connectivity and colocation management solutions for enterprises.
The job skills required for Operations Service Manager include Initiative, Written Communication, Innovation, Teamwork, Continuous Improvement, Time Management, etc. Having related job skills and expertise will give you an advantage when applying to be an Operations Service Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Operations Service Manager. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Operations Service Manager positions, which can be used as a reference in future career path planning. As an Operations Service Manager, it can be promoted into senior positions as a Senior Operations Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Operations Service Manager. You can explore the career advancement for an Operations Service Manager below and select your interested title to get hiring information.
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Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Operations Service Manager job description and responsibilities
Operations managers oversee the organizational activities of businesses, government agencies, non-profit groups, and other organizations.
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Responsible for all department managers and supervisors, with review/approval responsibility for all operations employees.
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Oversee all functions such as Sales & Operations, Finance, HR, Customer Service, Procurement.
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Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Operations Service Manager jobs
An operations manager needs to make sure focus remains on the organizational objective, rather than the narrow focus of different department and division goals.
04/20/2022: Detroit, MI
Operations managers need to be adaptable to any scenario, and need the skills to support them throughout.
04/17/2022: Port Arthur, TX
Operations managers need to be strong communicators as their jobs entail communicating with people at different levels.
05/04/2022: Santa Barbara, CA
Knowledge of organizational effectiveness and operations management are vital for this role.
05/13/2022: Dallas, TX
Vital quality of an efficient Operations Manager is understanding of finance.
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