Job description
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
Manager Service Delivery – Public Sector, Federal
The Lumen Service Delivery Public Sector team manages the install life cycle (LBGUPR GET Journey) 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 (Networx, EIS, …) 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 (PM) and customer care manager (CCM) 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 to provide a high-quality customer experience.
The scope of this position is to lead the Federal Service Center (FSC) team responsible for taking EIS and Networx Federal contract vehicle portal orders and enter them into Service Delivery Order Entry (OE) systems. Due to the sensitive unclassified nature of these contracts, security compliance is a significant concern which requires a dedicated team to process service and equipment orders. In addition to providing order entry services for Public Sector Federal team orders, the team also supports order entry for very large Federal contract projects managed by the Service Delivery iPMO team. Activities supported by the team include:
- Generate notifications for order tracking including
- Order Received Acknowledgment (ORA)
- Service Order Confirmation (SOC)
- Firm Order Commitment Notice (FOCN)
- Service Order Complete Notice (SOCN)
- 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 (iPMO) for larger projects where required
The Main Responsibilities
- Builds and develops 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, 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
- Special projects as assigned
- Data analysis and performance reporting creation and delivery
- Engage and escalate through Provisioning Team, Federal PMO and Sales leadership teams as necessary to meet the needs of the Public Sector Program and the customers it supports
What We Look For in a Candidate
- Minimum of 5+ years of experience in one or more of the following: Telecommunications, Ordering/Billing, Provisioning, Repair, Process Development, Service Delivery or Business Development
- Strong communication (oral and written), leadership, organizational, presentation, project management and team building skills
- 5+ years proven leadership capability
- Results focused 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. Candidate will need to be clearable.
- Experience with Lumen products, processes and support functions with experience working with Billing, Repair Centers and Ordering & Provisioning organizations
- Ability to occasionally travel
- Proficient in Microsoft suite of tools and systems
What to Expect Next
Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
Requisition #: 328119
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
72540
161520
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.
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