Manager Service Delivery II - Public Sector

Service Delivery Manager Public Sector

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.

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

The Lumen Service Delivery Public Sector team manages the install life cycle of Federal Executive Branch (Civilian and DoD), and State, Local and Education (SLED) customer orders with the goal to consistently deliver on promises made. Orders are managed holistically within the team including order entry for orders associated with federal contract vehicles to ensure compliance by taking orders entered via a secure portal and securely transferring them to Service Delivery OE systems for processing. The Public Sector team provides project management and customer care manager oversight of orders from the point of order entry through activation. The team collaborates closely with Lumen's Public Sector sales, PMO and Base Management teams with the goal of providing high-quality customer experience.

Main Responsibilities

• Ensure technical order validation meets all customer and solutions requirements
• Conduct all necessary pre-testing prior to CPE installations
• Drive a +95% Activation success
• Meet monthly revenue targets and forecast to deliver CPE installations on time
• Drive quality assurance to 98+% and drive process compliance to 100%
• Manage a weekly order tracker to ensure contract compliance and facilitate weekly meeting to ensure orders are entered and moved to billing timely
• Coordinate with the Service Delivery IMS PMO Group for larger projects where required
• Build and develop a high-performance team
• Hire and retains the best talent in the right roles
• Empowers direct reports to make decisions and take action
• Demonstrates Lumen values, maintains a positive open demeanor, encourages diversity of thought, and moves team forward in continuous improvement and operational excellence
• Provides timely information, communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration in a fun work environment
• Develops short-term and long-term objectives, align with department goals and strategies that raise and maintain customer service factors, customer retention and customer revenue
• Drive and embrace change, have a growth mindset, and not settle for the status quo
• Manage, lead, and support activities of the Public Sector team
• Hire and manage performance of assigned departmental employees
• Ensure the assigned employees are trained on current products, processes, and systems
• Employee development, formalized and scheduled training programs for assigned employees
• Develop, implement, and monitor departmental goals and KPIs

What We Look For in a Candidate

Minimum of 10+ years of experience in one or more of the following : Telecommunications and Networking technologies : IP, Ethernet, Voice, SDWAN, Cisco and Juniper router, network testing tools, Ordering / Billing, Provisioning, Testing, Troubleshooting, Repair, Process Development, Systems implementations, Service Delivery or Business Development, Operational review, Key Performance Indicators, SLAs, Operational efficiencies and reporting.

Knowledge of Provisioning systems, Salesforce, internal Lumen systems (preferred).

Strong communication (oral and written), leadership, organizational, presentation, project management and team building skills.

5+ years proven leadership capability.

Results focused on aligning with revenue conversions, monthly targets, quality management and well versed in a broad set of networking and information technology subjects.

Public Trust BI with Agency Suitability may be required to support Public Sector business.

Applicants selected will be subject to a government security investigation and must meet eligibility requirements and either currently possess an active security clearance or be clearable to obtain one.

Compensation : 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.

Location Based Pay Ranges :

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.

Equal Employment Opportunities : 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, gender expression, marital status, family status, pregnancy, or other legally protected status.