Remote New

Senior Director Service Delivery

Lumen Technologies
$ - $ yearly
United States
Jun 06, 2025
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 Director of Public Sector Service Delivery is responsible for overseeing the execution and optimization of service operations, ensuring compliance with government contract requirements, and driving customer satisfaction. This role collaborates across internal teams and agencies to enhance service efficiency, security, and operational effectiveness within public sector engagements. The Main Responsibilities Leadership & Team Development Builds and leads a specialized team focused on service delivery excellence in the public sector. Develops and empowers direct reports to proactively address challenges, ensuring operational efficiency and compliance. Fosters a collaborative and adaptive culture, maintaining high-performance standards in government-focused service operations. Public Sector Customer Engagement & Satisfaction Establishes and maintains strong relationships with public sector clients, ensuring seamless service delivery and swift issue resolution. Manages customer escalations and executive-level engagements to reinforce confidence in service operations. Develops and implements service improvement plans in response to customer feedback and satisfaction metrics. Government Security & Contract Compliance Maintains and enforces security standards and tools to safeguard government data. Ensures service delivery aligns with contractual requirements and regulatory compliance, including federal, state, and local government mandates. Oversees risk mitigation strategies to protect sensitive information while maintaining operational efficiency. Service Delivery & Operations Management Leads a multi-functional team including Design, TDE, Build, Off-Net, Federal Implementation, Scheduling, Test and Activation resources to ensure timely and high-quality execution of government contract obligations. Drives process improvements to optimize service efficiency while maintaining compliance with public sector requirements. Collaborates with key internal stakeholders-including Sales, Solutions Architect, Customer Engagement, CCM and Fed PMO to streamline delivery motions and operational challenges. Strategic Planning & Financial Oversight Defines service delivery strategies that align with budget constraints, staffing models, and performance benchmarks in government contracts. Leads cross-functional initiatives to drive continuous improvement and align with government expectations. Technology, Data & Training Optimization Defines key metrics that directly correlate with customer satisfaction and contractual obligations. Oversees training programs to ensure service teams are proficient in government service delivery standards and compliance measures. Vendor & Resource Management Manages vendor relationships, ensuring optimal resource utilization and alignment with government contract provisions. Drives change management initiatives to meet or exceed public sector service delivery goals for quality, security, and cost-effectiveness. What We Look For in a Candidate Must be a U.S. Citizen and U.S. Based. Must have or can obtain a Government Security Clearance or equivalent Suitability as needed. Bachelor's Degree or equivalent work experience. 10+ years telecommunications experience required. Public Sector experience highly preferred. 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: $171,447 - $228,596 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY. $180,020 - $240,026 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $188,592 - $251,456 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA. 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. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. Learn more about Lumen's: Benefits Bonus Structure #LI-EL1 Requisition #: 338546 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 FAQ page. 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. Application Deadline 06/07/2025