Director, Service Assurance Platforms

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.

The Director of Service Assurance Platforms will lead the product management, engineering, delivery, operation, and ongoing modernization of the technology platforms supporting the company’s Network Operations Center and service-assurance processes.

The role will serve as the technology owner for ServiceNow Telecommunications Service Management, including associated telecommunications service operations, event management, incident management, major incident management, problem management, customer-impact analysis, service-level management, and service-assurance workflow capabilities.

This Director will lead a multidisciplinary product and engineering organization responsible for designing, developing, integrating, releasing, operating, and supporting the Service Assurance platform. The platform will connect network events and alarms with network inventory, service inventory, customer services, locations, contracts, incidents, SLAs, and customer communications.

The Director will work closely with NOC and Service Assurance business leaders, who remain accountable for day-to-day network operations and incident response. This role is accountable for ensuring that those teams have a reliable, scalable, automated, and service-centric technology platform with which to perform their work.

What You'll Do

Shape the Service Assurance Strategy

• Own the vision, strategy, roadmap, investment planning, and lifecycle management of the Service Assurance platform.
• Serve as the senior technology product owner for ServiceNow Telecommunications Service Management (TSM) and related ServiceNow capabilities.
• Partner with Network Operations and Service Assurance leaders to translate business needs into platform capabilities, automation opportunities, and operational improvements.
• Establish governance, prioritization, and investment decisions aligned to customer impact, operational efficiency, risk reduction, and business priorities.
• Manage platform budgets, software licensing, technology partners, and vendor relationships.

Lead Platform Engineering & Delivery

• Lead a multidisciplinary team of product managers, architects, developers, integration engineers, data engineers, analysts, and support resources.
• Drive the design, development, integration, testing, release, and ongoing enhancement of Service Assurance capabilities.
• Establish modern engineering, DevSecOps, release-management, and quality practices that ensure scalability, reliability, maintainability, and security.
• Deliver reusable, enterprise-scale solutions that support multiple network domains, products, customer segments, and operational teams.

Modernize Service Assurance Operations

• Own the integration strategy connecting ServiceNow with monitoring, inventory, customer, workforce-management, communications, and analytics platforms.
• Improve event management, service-impact analysis, incident management, workflow automation, outage communications, and operational visibility.
• Advance automation, observability, AI, and operational-intelligence capabilities that improve incident detection, prioritization, and resolution.
• Ensure platform data and workflows provide reliable visibility into network services, customer impact, locations, SLAs, and operational performance.

Ensure Platform Reliability & Operational Excellence

• Own the operational performance, availability, security, resiliency, and support model for a platform supporting 24×7 network operations.
• Establish service-level objectives, monitoring, escalation procedures, support processes, and disaster-recovery capabilities.
• Lead platform incident management, problem management, and technical-debt reduction initiatives.
• Continuously improve reliability and user experience through feedback, automation, and operational insights.

Drive Data Governance & User Adoption

• Establish governance for CMDB, service models, topology data, operational data, and platform configuration standards.
• Partner with Architecture, Inventory, and Data teams to improve data quality, accuracy, and trustworthiness.
• Simplify operational workflows and improve productivity for NOC engineers, service-assurance analysts, incident managers, and customer operations teams.
• Lead training, adoption, change-management, and continuous-improvement initiatives to maximize platform value.

Build & Develop High-Performing Teams

• Build, mentor, and develop a high-performing Service Assurance product and engineering organization.
• Define clear accountabilities across product management, architecture, engineering, testing, platform operations, and support functions.
• Manage external implementation partners, software vendors, managed-service providers, and ServiceNow partners.
• Foster a culture of product ownership, operational excellence, innovation, customer focus, and continuous improvement.

Success in This Role

Key measures of success include:

• Platform availability and service-level performance
• Release quality and delivery predictability
• Automation and operational efficiency improvements
• Incident management effectiveness and restoration times
• Customer-impact visibility and service-assurance outcomes
• User adoption and satisfaction
• Data quality, CMDB maturity, and platform reliability
• Technical-debt reduction and cost optimization
• Business value delivered through the product roadmap

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, Telecommunications, Information Systems, or a related discipline.
• Minimum of twelve (12) years of experience in enterprise platforms, telecommunications technology, ServiceNow, OSS/BSS, service assurance, or network operations systems.
• Minimum of five (5) years of leadership experience managing product, platform-engineering, application-development, or technology-support teams.
• Significant experience with ServiceNow TSM, TSOM, ITSM, ITOM, Event Management, CMDB, Service Mapping, or related capabilities.
• Experience leading both technology delivery and production support for a business-critical enterprise platform.
• Strong understanding of telecommunications service assurance, network events, incidents, services, inventory, topology, and customer impact.
• Experience integrating ServiceNow with network-management, inventory, customer, field-service, data, and communications platforms.
• Demonstrated experience developing product roadmaps and translating operational requirements into platform capabilities.
• Experience with software-development lifecycle, DevSecOps, testing, release management, observability, and platform operations.
• Strong executive communication, stakeholder management, financial management, and organizational leadership skills.

Preferred Qualifications

• Experience in fiber, optical transport, Ethernet, IP, internet, cloud connectivity, or managed network services.
• ServiceNow architecture, implementation, or product-owner certification.
• Experience with ServiceNow Telecommunications Service Operations Management.
• Experience with AIOps, event correlation, network observability, topology, and automated remediation.
• Experience managing ServiceNow upgrades and reducing complex customization.
• Familiarity with ITIL, SRE, platform engineering, and product operating models.
• Experience supporting highly available, 24×7 operational platforms.

First-Year Priorities

In your first year, you will:

• Establish clear ownership and a product operating model for the Service Assurance platform.
• Assess the current ServiceNow implementation, architecture, integrations, data quality, support model, and technical debt.
• Create a prioritized multi-year platform roadmap with measurable operational outcomes.
• Improve platform stability, reliability, and operational performance.
• Enhance integration across events, incidents, network inventory, service inventory, and customer data.
• Increase automation for event enrichment, service-impact identification, routing, and incident creation.
• Establish a sustainable ServiceNow engineering, testing, release, and upgrade process.
• Improve the NOC user experience and reduce manual effort across operational workflows.

Estimated base salary range: $142,600 - $219,400 USD/annually.

Work Authorization Requirement: This position is not eligible for employment-based visa sponsorship. Zayo will not provide, transfer, or assume sponsorship for any employment visa or work authorization for this position now or in the future. 

#LI-Remote

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 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.

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.

As part of the application, hiring, onboarding, and/or employment process, Zayo or its affiliates, partners, and vendors may collect, store, and use biometric identifiers and biometric information (collectively, “Biometric Data”), such as fingerprints, facial geometry scans or other unique biological characteristics. Zayo uses CLEAR1, a third-party identity verification service, to verify applicant identity during the hiring process. CLEAR1 may collect Biometric Data, including facial geometry scans and/or other biometric identifiers, to authenticate your identity. Biometric Data will be retained pursuant to CLEAR1’s policies, which can be found here: https://www.clearme.com/clear1-credential-policy-crp. Zayo will not sell, lease, trade, or otherwise profit from any applicant's or employee's Biometric Data. By proceeding with your application, you acknowledge this disclosure. Prior to any collection of Biometric Data — including through CLEAR — you may be presented with a separate consent form and asked to provide your written authorization in accordance with applicable federal, state, and local laws, including the Illinois Biometric Information Privacy Act (BIPA), the Texas Capture or Use of Biometric Identifier Act (CUBI), and other applicable biometric privacy statutes.