Lead Operations Service Manager

Lead Operations Service Manager

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 Lead Operations Service Manager (OSM) functions as the primary operational interface to assigned customers within Lumen by serving as the critical customer advocate and liaison for large strategic customers by effectively managing key network lifecycle activities and bridging gaps. Interfaces with multiple disciplines and technical resources across the business to drive a superior, differentiated, and sustained customer experience. Ensures operational continuity and scalability across functional teams during all stages of the lifecycle by coordinating, driving and delivering operations reviews, scorecards, Requests for Outage (RFO), and Service Improvement Plans (SIP). Acts as escalation point and once engaged, serves as primary communicator for operational lifecycle issues such as tickets, GCR's, audits, configurations, diversity, etc. by pulling in necessary resources to address, own, and mitigate ongoing issues. Well-versed in customer and internal SLAs and operational processes to assist operational and sales teams in setting proper customer expectations based on defined service level criteria. Trains and mentors lower-level peers and partners with management to share strategic responsibilities and team leadership. Facilitates cross-functional teams to raise awareness, drive for results, and resolve issues impacting both assigned customers as well as the larger customer base.

The Main Responsibilities

• Acts as escalation point, sometimes after hours, when standard processes are not meeting customer expectations. Once engaged, serves as primary communicator for operational lifecycle issues by pulling in necessary resources to address ongoing issues.
• Defines and develops custom reporting and delivers regular operations reviews that illustrate Lumen's network performance by highlighting positive performance trends and identifying areas for service improvement opportunities.
• Serves as customer advocate, technical resource, and subject matter expert for internal company departments for assigned customer base and develops communications strategies with internal departments by staying well-versed in customer and internal SLAs and operational processes in order to assist operational and sales teams in setting proper customer expectations based on defined service level criteria.
• Partners with repair centers to identify, create, implement, and track postmortem analysis and preventive measures and then takes the lead in presenting that information to the customer.
• Defines and communicates key service delivery, service management or service assurance process gaps that will be measured and tracked via service improvement plans (SIPs). Facilitates both internal and external meetings associated with SIP until initiatives are resolved.
• Understands and communicates large scale upgrade projects and other change management or global change request events that will impact assigned customers, while also maintaining accurate and thorough customer contact lists for proper planned maintenance notifications.
• Maintains critical customer information on public drive and ensures OSM is flagged in key systems.

What We Look For In A Candidate

Bachelor or advanced degree or applicable work experience in lieu of degree. Industry/process certifications a plus: ITIL, Six Sigma, Cisco, Juniper, SIP, MEF, etc. 10+ years of telecom industry experience with expert working knowledge in voice, transport, IP and data with 5+ years in service management working at lead level. Excellent technical and operational background and understanding of troubleshooting and configuration protocols. Comprehensive understanding of operations processes and systems across all internal Lumen organizations as well as industry best practices. Exceptional customer-facing skills. Excellent analytical skills. Excellent interpersonal, teamwork, conflict resolution and negotiation skills. Strong time management, organizational, and prioritization capabilities. Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining excellent relationships. Ability to challenge the status quo with a focus on continuous improvement.

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: $103,711 - $138,281 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. $108,896 - $145,195 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $114,082 - $152,109 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.