Senior Director Service Delivery

About LumenLumen 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 RoleResponsible 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.LocationThis is a Work from home position within the U.S.The Main ResponsibilitiesLead 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.What We Look For in a CandidateRequired to interface directly and communicate crisply and accountably with our top customers, potentially involving C-level leadership. Expected to maintain executive level relationships with our vendors to manage top customer escalations and overall vendor performance improvement plans.CompensationThe starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.Location Based Pay Ranges$150380 - $200500 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.$158290 - $211050 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.$166210 - $221610 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.$174120 - $232160 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.Requisition #: 335114Background ScreeningIf you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Equal Employment OpportunitiesWe 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, gender expression, 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.DisclaimerThe job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.Salary RangeSalary Min :150380Salary Max :232160This 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. (https://jobs.lumen.com/global/en/compensation-information) 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. (https://centurylinkbenefits.com)Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.Application Deadline10/08/2024