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.