Senior Manager Service Delivery

$111,480 - $148,630/Yr

Lumen Technologies - Jefferson City, MO

Full-time - Senior

Remote - Jefferson City, MO

Telecommunications

About the position

The Senior Manager Service Delivery at Lumen is responsible for overseeing the performance and activities of Customer Care Managers, ensuring timely service delivery to customers, and managing key performance indicators (KPIs) through data and analytics. This role involves collaboration with sales and planning teams, employee development, and building relationships with customer operation leadership teams.

Responsibilities

• Manage, lead, and support activities of the Customer Care Managers / Service Delivery for Hyperscaler-level customers.
• Engage with sales and planning teams to identify scope and interval for high capacity deployments.
• Leverage data, analytics, and insights in managing internal metrics and milestones, as well as during customer business reviews.
• Formalize employee development and scheduled training programs for assigned employees.
• Build and foster relationships with customer operation leadership teams.

Requirements

• Minimum of 5+ years of experience in Telecommunications, Ordering/Billing, Provisioning, Repair, Process Development, Service Management or Business Development.
• Proven leadership capability.

Nice-to-haves

• Bachelor's degree in Business Administration or related field, or equivalent education and experience.
• Proven ability in managing large teams.
• 5 years of experience with CenturyLink products, processes and support functions with experience working with Billing, Repair Centers and Ordering & Provisioning Operations organizations.
• Strong communication (oral and written), leadership, organizational, presentation, project management and team building skills.
• Results focused and well versed in a broad set of networking and information technology subjects.
• Demonstrated ability to support large accounts.
• Data and statistical analysis Proficient in MS Excel, PowerPoint, Word, Visio. Process gap identification and improvement.

Benefits

• Health insurance coverage
• Life insurance coverage
• Dental insurance coverage
• Vision insurance coverage
• 401k benefit for retirement savings plan
• Paid holidays
• Paid time off (PTO)
• Flexible scheduling
• Professional development opportunities
• Employee discount programs