Technical Product Manager, Service Delivery

Zayo Group

About The Position

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 highly skilled and experienced Technical Product Manager to drive the strategic direction and development of our technology solutions for Network Service Delivery. This role will be pivotal in shaping the future function of our systems. Overall software/systems responsibilities spans those used in service delivery project management, Inside Plant Management, Critical Infrastructure, and Outside Plant Management. The tool stack includes SiteTracker, ServiceNow, Salesforce, in-house applications for producing customer facing deliverables, open source software, and other enterprise applications. You will be responsible for the overall architectural design and user experience of these systems, ensuring they are integrated, scalable, and optimized to support our service delivery operations and enhance customer experiences. The ideal candidate possesses a strong software engineering background, a proven track record of managing complex technical products, and excellent communication and collaboration skills.

Requirements

Bachelor's degree in Computer Science, Engineering, a related technical field or equivalent experience.
Minimum of eight (8) years of experience in product management, with a focus on technical or infrastructure products.
Strong software engineering background with a solid understanding of software development principles and practices, with preferred 5+ years in a production software team.
Proven experience in designing and implementing complex system architectures.
Strong understanding of APIs, integration patterns, and data management principles.
Expert level SQL, and working with open source tooling such as Prometheus and Grafana.
Proficiency in Python to write ad-hoc scripts and prototypes for working with data sets, testing integrations and concepts.
Excellent ability to write clear, concise, and detailed technical requirements and specifications.
Previous experience working with Salesforce and ServiceNow APIs
Excellent communication, presentation, and interpersonal skills, with the ability to effectively communicate with both technical and non-technical audiences.
Proven ability to lead and influence cross-functional teams.
Ability to manage multiple projects and priorities in a fast-paced environment.
Strong analytical and problem-solving skills.

Nice To Haves

Multiple years with a company providing infrastructure based products, such as IaaS, PaaS, CSPs
Adjacent experience with any type of physical construction, such as telecom, utility, or building construction and associated practices and workflows
Experience with user-centered design principles.

Responsibilities

Product Strategy and Vision: Work with the Product Manager to define and communicate the long-term product vision and strategy for Service Delivery technology, aligning with overall business goals and keeping a keen eye on how AI and automation can generate outsized efficiencies.
Stakeholder Communication: Effectively communicate product vision, roadmap, and progress to both technical and non-technical stakeholders.
Stakeholder Management: Work with the Product Manager to collaborate with a wide range of stakeholders, including engineering, project management, field teams, and executive leadership, to gather requirements, define priorities, and ensure alignment.
System Architecture: Drive the overall architectural design of systems, including SiteTracker, ServiceNow, Salesforce, homegrown tools, and documentation platforms leading with integration. Ensure long term scalability, security, and performance of architecture and integrations.
Technical Requirements: Translate business needs into detailed technical requirements and specifications, including data models, workflows, integrations, and user interfaces. Diving into code and APIs as needed to deeply understand problems.
Cross-Functional Collaboration: Work closely with engineering, design, and quality assurance teams to ensure successful product development, delivery, and launch.
Vendor Management: Evaluate and manage third-party vendors and technology solutions for novel solutions to improve performance and cost.
Release Planning: Work with software engineering to oversee product releases, ensuring smooth deployments, minimal disruption to operations, and effective communication to stakeholders.
Performance Monitoring: Define and track key performance indicators (KPIs) to measure product success, identify areas for improvement, and drive iterative development.
Customer Discovery: Run discovery sessions with both internal and external customers to discover and define use cases and needs.
Documentation and Training: Ensure the creation and maintenance of comprehensive technical documentation and customer-facing deliverables, and facilitate user training as needed.
Research and Innovation: Stay up-to-date with the latest technology trends (especially AI) in project management, document managed, process optimization and related areas and identify opportunities to leverage them to improve our products and services.