Senior Director Service Delivery

at  Lumen

ABOUT LUMEN

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.
Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.
We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

THE ROLE

Responsible for direct oversight of the customer facing and project management turning up customer network services. This leader will also be responsible for provide leadership and creating the strategic direction to an integrated team across multiple locations and will partner with other cross-functional organizations, including Sales, Service Activation, Access Management, Carrier Relations, Customer Financial Services, Service Management, Legal and Internal Audit to coordinate activities in order to ensure service delivery, profitability, growth and, ultimately, customer satisfaction.

THE MAIN RESPONSIBILITIES

Lead and facilitate the effective collaboration and communications with internal organizations, Specifically North American Operations. Partners across organizations to resolve business issues.
Provide oversight and direction to the industry’s best vendor management employees while ensuring the Company is optimizing our resources.
Provides thought leadership in the design, creation, and implementation of change programs to meet or exceed the Service Delivery organization’s customer experience, timeliness, quality and cost goals. This includes the delivery against monthly revenue targets for both off-net and on-net services.
Leads by example by creating an effective and motivated leadership team.
Handles escalations quickly and communicates with customers to restore confidence.
Build and maintain an effective Customer Care organization equipped to proactively address customer requests in an effective and efficient manner.