Director Service Delivery

Director Service Delivery - Federal

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 Director Service Delivery - Federal plays an integral role in the company's long-term success by strategically positioning the Project Management and Customer Care organization to provide an exceptional customer experience, effectively manage customer retention, and drive revenue growth for Public Sector Federal customers. Providing thought leadership with frequent interaction with cross-organizational Senior Leadership and Executive Management Teams.

Transformative leader with an outside in view of world class Customer Experience. Innate ability to partner and influence key organizations such as IT, Process Innovation and Product to garner continuous improvement within the Care Center. Analytical mind that strategically utilizes data and KPI's to aggressively drive the organization to new heights.

The Main Responsibilities

Leadership & Team Development

• Builds and manages a high-performance team tailored to government service delivery.
• Hires, retains, and develops top talent, ensuring the right skills align with public sector requirements.

Customer Care & Engagement

• Strengthens relationships with government clients through proactive engagement, meetings, escalations, and executive briefings.
• Develops strategies to enhance customer service factors, retention, and satisfaction.
• Implements service improvement plans based on customer feedback and key performance indicators.

Service Delivery & Operational Excellence

• Leads customer-facing teams in executing government service agreements efficiently and effectively.
• Oversees service processes to ensure compliance with contractual obligations, timelines, and government expectations.
• Drives continuous improvement initiatives, refining methods and procedures to align with industry best practices.
• Assists staff to define, meet and exceed overall customer service goals, objectives and strategies that will ultimately be measured by customer revenue and retention performance.
• Assists in defining data reporting requirements that measure key internal metrics that directly correlate to customer satisfaction.
• Prepares service improvement plans in response to consumer satisfaction survey results.
• Responsible for customer engagement activities to include but not limited to customer meetings, escalations, executive read-outs and related customer relationship management activities.

Technology, Data & Training Optimization

• Drives the use of customer service technologies for accurate data collection and reporting.
• Supports training programs focused on compliance, service excellence, and public sector customer care best practices.

What We Look For in a Candidate

Education Qualifications: 10+ years related experience and with 5+ years experience at the managerial level. Bachelor's degree or equivalent. Master's degree or greater is preferred. U.S. Citizen and U.S. Based. Must have or can obtain a Government Security clearance.

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: $149,084 - $198,779 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. $156,539 - $208,718 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $163,993 - $218,657 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.

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 11/01/2025