Job Description

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.
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 Senior Manager, Managed Services, plays a pivotal role in driving the net revenue growth of our Managed Services offerings across the Network, Cloud & Infrastructure, and Security product/services portfolio. This position is also responsible for managing our Advanced Managed Services, which are provided on top of our shared managed services to strategic clients across our product portfolio. Key responsibilities include overseeing the service delivery function, ensuring alignment with business objectives, maintaining client satisfaction, meeting or exceeding contractual SLAs, continuously improving service delivery and operations, and ensuring operational efficiency.

• Drive Revenue Growth: Increase managed services revenue through churn prevention and upselling additional services.

Strategic Alignment with Sales: Collaborate with sales teams to develop account strategies and meet with targeted clients to build partnerships and grow services revenue. * Contract Negotiation and Vendor Management: Perform contract negotiations and manage vendor relationships.

• Client Relationship Management: Foster strong client relationships and achieve Trusted Advisor status across assigned accounts.
• Team Management: Lead a team of Client Service Partners, Technical Account Managers, Technical Operations Managers, and Operations Managers to ensure governance and oversight of managed services operations.
• On-boarding and Transition Management: Ensure successful on-boarding and transition of new clients for managed services across network, cloud, infrastructure, and security.
• Operational Stability: Promote client operational stability through incident trend analysis, problem management, and the development and execution of cure plans.
• Service Level Agreement (SLA) Management: Directly and indirectly manage operational teams to ensure SLAs are met for clients.
• Operational Efficiency: Ensure efficiency and effectiveness in the Lumen operational support model through regular audits, contact management, and client-specific support procedure coordination.
• Operational Efficiency through Innovation: Drive operational efficiency through platform engineering, automation, and enhancing AIOps capabilities.

Join us in shaping the future of Lumen managed services and making a lasting impact on our clients and the industry.
The Main Responsibilities

• Develop and implement the overall service delivery strategy, ensuring alignment with the organization's goals and client requirements.
• Manage and mentor the service delivery team, fostering a collaborative and high-performance environment for operational excellence.
• Define, track, and analyze service performance metrics, identifying areas for continuous improvement and implementing changes to enhance service quality.
• Provide program management expertise in managing Service Level Agreements (SLAs) and other aspects of client contractual agreements.
• Ensure the service delivery team coordinates regular client communications, including weekly and monthly reporting, timely crisis management, and resolution.
• Develop high-quality and standardized service delivery reporting templates to be leveraged across client accounts, improving efficiency through automation initiatives.
• Identify and implement operational process improvements to streamline operations, enhance efficiency, and reduce costs.
• Identify and mitigate potential risks to service delivery, ensuring the successful execution of projects and initiatives.
• Build and maintain strong relationships with strategic clients, acting as a point of contact and ensuring client satisfaction.
• Serve as a 24/7 escalation point for production-impacting incidents for key strategic clients.
• Ensure the service delivery team proactively performs client communication to foster a high-touch relationship. Prepare, schedule, and facilitate regular client service reviews according to established best practices. These reviews highlight existing client services, opportunities for new business, the status of account plans, and service levels.
• Drive client participation in NPS surveys and achieve high NPS ratings on assigned accounts. Implement account recovery plans for client accounts with detractors.
• Communicate effectively with peers, superiors, subordinates, and C-Level Executives both internally and externally with clients.
• Facilitate collaboration between internal teams and external stakeholders, ensuring effective communication and alignment to deliver seamless transitions and support services.
• Resolve issues pertaining to billing, accounts receivable, credit requests, and billing disputes.
• Facilitate the order process for client moves, adds, changes, and deletions.
• Coordinate change management activities by liaising with clients, Global Change Management, and the LUMEN Service Center (activities include patching, LUMEN standard maintenance, and client-specific changes).
• Develop, implement, and maintain best-practice standards, policies, procedures, and associated training plans to ensure optimal daily operations.
• Maintain collaborative relationships with key engineering, sales, and operational organizations.
• Manage managed services teams effectively, including personnel, budget, and technology, to ensure efficient and cost-effective service delivery and operations.

What We Look For in a Candidate

• Minimum of 10 years of experience in Information Technology and Services.
• 10+ years of technical experience in professional and managed services of large and complex IT solutions.
• Qualified and certified in ITIL / ITSM (IT Service Management) with a proven track record in service delivery management and 24x7 operations.
• Comprehensive knowledge of Hosting, Cloud, Network, Applications, Database, and Security technologies.
• Proven expertise in transition management for large complex IT outsourcing contracts.
• Executive management and presentation skills.
• Strong initiative with analytical and problem-solving skills, and the ability to make complex decisions in potentially ambiguous situations.
• Excellent interpersonal, organizational, leadership, and client relationship management skills.
• Strong team-player with collaboration skills in international, culturally diverse, and virtual teams.
• BS level technical degree or equivalent experience; Computer Science or Engineering background preferred.

Compensation
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 #: 339015
Background Screening
If 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 . 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 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 (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.
Disclaimer
The 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.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
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.