Director, Service and Operations Management

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 a Director, Service and Operations Management will lead and oversee the Change, Problem, and Incident Management functions, while also taking on responsibility for day-to-day IT Operations Management. This role focuses on implementing and improving the department’s priorities through their processes, tools, and metrics to ensure operational excellence, service reliability, and enhanced customer satisfaction. The director will also collaborate with cross-functional teams to align service and operational strategies with business objectives.

Responsibilities:

Service Management

• Oversee Change Management processes, including running Change Advisory Board (CAB) meetings to support infrastructure and application changes.

• Manage the Incident Management process, ensuring timely resolution, root cause analysis, and governance.

• Implement and improve Problem Management practices to minimize recurring issues and improve system reliability.

• Define and monitor OKRs (Objectives and Key Results) for service management functions.

Operations Management

• Lead IT operations, including system monitoring, observability, and proactive issue management to ensure high availability.

• Oversee operational processes such as endpoint management (e.g., Intune, JAMF), platform performance management, and infrastructure monitoring.

• Ensure 24x7 operational coverage by optimizing resources and processes for global time zones.

• Collaborate with the Global Service Desk to ensure Level 1 support aligns with operational goals.

Team Leadership

• Build and manage a high-performing, cross-functional team to address both service and operational needs.

• Provide coaching, mentorship, and career development opportunities for team members.

Enhancements & Innovation

• Drive adoption of operational tooling and enhancements, including monitoring, observability, and automation platforms to reduce manual effort.

• Explore and implement automation opportunities in service delivery and IT operations workflows.

Stakeholder Collaboration

• Partner with business leaders, IT stakeholders, and external vendors to align service and operational strategies with organizational priorities.

• Collaborate with service owners to ensure seamless integration between IT services and operational processes.

Reporting and Metrics

• Develop and deliver monthly operational reviews, including insights on service reliability, incident trends, and operational efficiency.

• Establish, monitor, and improve KPIs for both service and operations functions.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.

• Minimum of ten (10) years of experience in Service Management, Incident Response, or IT Operations.

• Minimum of six (6) years of leadership or managerial experience overseeing both service and operational teams.

• Certifications:

  • ITIL v3 or later certification required.

  • Six Sigma or operational excellence certifications (e.g., TQM) highly desirable.

• Technical Expertise:

  • Strong knowledge of IT infrastructure, monitoring tools, and endpoint management solutions.

  • Hands-on experience with service management tools (e.g., ServiceNow) and operational platforms.

• Exceptional problem-solving and analytical skills to address complex service and operational challenges.

• Stro