Zayo Group

Compensation

Full 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 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. Our Technical Service Manager (TSM) role is a critical customer‑facing function that enables white‑glove service delivery and ensures a seamless customer experience across Managed Services and Tier‑1 accounts. This position is essential to maintain operational quality, safeguard customer satisfaction, and protect key performance outcomes. Our TSM acts as the concierge for Tier‑1 customers, providing the highest level of engagement and operational oversight across service delivery, support, and lifecycle management. This role directly influences operational KPIs, customer satisfaction, and successful onboarding of Managed Services customers. Collaborating with our network engineering & operations teams, the TSM will refine and continuously improve practices, Knowledge Base articles, and automation - ensuring smooth adoption, increased resiliency, and operational excellence across the enterprise. NOTE: The team is open to this role working in a remote capacity within the United States. Key Responsibilities of the TSM Role Perform all TSM responsibilities for Tier‑1 accounts, including: Drive day-to-day Incident, Problem & Root Cause Analysis management Owns Incident, Problem (+RCAs), and Service Level Management practices Perform trend analysis and reporting on incidents, problems, RCAs, changes, and service level trends Facilitate regular client service management / operations meetings Prepare and present periodic metrics reporting reviews/improvements with IT teams Drive continuous improvement through the identification of opportunities to enhance the quality, productivity, and culture of owned practices Ensure end‑to‑end ownership of the Managed Services Onboarding process: Support Day-2 Service Assurance onboarding requests from Project Management Organization Facilitate user acceptance testing for AIOPs alert to incident pipeline Coordinate Service Deliver to Service Assurance handoff processes Drive and improve monitoring of production services, platform, infrastructure, and other critical services TSM ensures Problem Management follow through and the continuous improvement through the identification of opportunities to enhance the quality, productivity, and culture of owned practices. This role is essential to maintaining service onboarding velocity, operational efficiency, and the high‑touch customer experience expected by Zayo’s strategic accounts. Core Qualifications & Skills Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, Communications or a related technical field. Preferred certifications include ITIL v4 Expert/Master, Project Management Professional (PMP), or product specific certifications (Arista, Fortinet, Palo Alto, Versa). Five to ten (5-10) years in technical support, service, or IT roles, with 3–5 years in an executive/customer success, supervisory, or managerial capacity. Experience in the telecommunications industry, a plus Proven ability to manage client relations, strong communication, project management, customer orientation, and the ability to work under pressure. Experience in vendor management and technical documentation. Deep understanding of IT infrastructure, network administration, security practices, and cloud technologies. Knowledge of IT Service Management (ITSM) frameworks (ITIL, COBIT) and CRM/ticketing systems like Salesforce, Zendesk, Jira, or ServiceNow. Excellent written and verbal communication skills. Estimated base salary range: $68,100 - $104,700 USD/annually. #LI-AF1 The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan. Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off. The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled. Benefits, Rewards & Wellness Excellent Health, Dental & Vision Insurance Retirement 401(k) Savings Plan 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. Are You Ready to Think Big? At Zayo, we’re ambitious and authentic. Teamwork is how we get things done, whether it’s our focus on exceeding customer expectations or celebrating and growing our unique and dynamic culture. Our employees are driven and committed, with many options to connect and engage in our inclusive environment. Welcome Zayo is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.