Director Service Delivery

Benefits

• Health insurance

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The Lumen Service Delivery Public Sector team manages the project management and implementation of Federal and State and Local & Education (SLED) projects that provides leadership to plan, manage and deliver all aspects of one or more Program(s)/ Projects(s) crossing multiple disciplines. The position leads a Public Sector project team that consists of Managers, project management (PM), project coordinator (PC) and customer care manager (CCM), overseeing solution implementation and customer orders with the goal to consistently deliver on promises made. . In addition, to the oversight of a Project implementation team, the role also oversees customer orders from the point of order entry through activation and invoice initiation. The team collaborates closely with Lumen’s Public Sector sales, PMO and Customer Experience teams with the goal to provide a high-quality customer experience.

The Service Delivery Director plays an integral role in the company's long-term success by strategically positioning the implementation Program Management Office (iPMO) organization to provide an exceptional customer experience, effectively manage customer retention, drive revenue growth, and provide thought leadership with frequent interaction with cross-organizational senior leadership and executive management teams.

• Transformative leader with an outside in view of world class customer experience
• Innate ability to partner and influence key organizations such as IT, Process Innovation and Product to garner continuous improvement within the organization.
• Analytical mind that strategically utilizes data and KPI's to aggressively drive the organization to new heights

The Main Responsibilities

• Large revenue scope with complex product needs
• Builds a high-performance team; hires and retains the right talent in the right roles
• Develops and empowers direct reports to make decisions and take action
• Demonstrates Company's values, maintains a positive open demeanor, encourages different points of view, and moves the team forward through change
• Provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration
• Defines and is accountable to overall budget, staffing requirements, spending strategies, and P&L (profit and loss) that provide for growth yet drives cost efficiencies
• Develops short-term and long-term objectives, goals and strategies that raise and maintain customer service factors, customer retention and customer revenue
• Assists staff to define, meet and exceed overall customer service goals, objectives and strategies that will ultimately be measured by customer revenue and retention performance
• Drives the development and supports training programs and curriculums that focus on customer satisfaction and retention
• Drives the optimal use of customer service tools and technology for value-added data collection
• Assists in defining data reporting requirements that measure key internal metrics that directly correlate to customer satisfaction
• Leads the implementation of technologies that produce accurate, value-added reporting that provide relevant information to customer satisfaction
• Promotes and implements initiatives in support of industry leading benchmarks for measuring exceptional customer service and customer retention factors
• Prepares service improvement plans in response to consumer satisfaction survey results
• Responsible for customer engagement activities to include but not limited to customer meetings, escalations, executive read-outs, and related customer relationship management activities
• Strategic identification and implementation of major initiatives that have significant cross-organizational impact
• Drives continuous improvement practices across the customer service organization by working with key internal stakeholders, including methods and procedures (M&Ps), Service Improvement Plans (SlPs), etc.

What We Look For in a Candidate

Minimum Qualifications:

• Bachelor’s degree or a minimum of 10+ years of experience in one or more of the following: Telecommunications, Ordering/Billing, Provisioning, Repair, Process Development, Service Delivery or Business Development
• 10+ years direct personnel management experience with increasing responsibilities
• Strong Knowledge of Project Management Principles
• Proven leadership capability and communication at the C-level
• 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
• Must be articulate and willing to present status and reports to customers.
• Experience in defining and documenting processes, and driving continuous improvement.
• Federal Public Trust BI with Agency Suitability may be required to support Public Sector business; candidate will need to be clearable
• Strong knowledge of Lumen service delivery processes and systems.
• Proficiency in Microsoft Project, Excel, Visio, Powerpoint, and Word

Preferred Qualifications:

• 15+ years of people manager experience
• Masters degree in related field
• Experience in Federal / SLED program implementation and transition space a plus
• Ability to occasionally travel
• Advanced knowledge in Microsoft suite of tools and systems
• Knowledge of Project Management PMO standards and processes/PMP Certification
• Agile and/or Lean experience

When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Salary Range
Salary Min :115740
Salary Max :257280

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.