Senior Manager Service Delivery

$111,480 - $148,630/Yr

Lumen Technologies - Dover, DE

Full-time - Senior

Remote - Dover, DE

Telecommunications

About the position

As a Senior Manager Service Delivery at Lumen, you will oversee the management of KPIs, data, and analytics to support a team of Customer Care Managers. Your role will focus on ensuring timely service delivery to customers while collaborating with peers and leadership on priorities, escalations, and risk mitigation. This position is designed for a leader who can drive performance and foster 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 to manage 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.
• 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 proficiency in MS Excel, PowerPoint, Word, Visio.
• Process gap identification and improvement.

Benefits

• Health insurance coverage
• Life insurance coverage
• Voluntary lifestyle benefits
• Short-term incentives or sales compensation
• Long-term incentive eligibility for Director and VP positions