Senior Vice President, Service Delivery And Managed Services

Senior Vice President, Service Delivery, Implementation & Managed Services (SDI & M&PS)

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 Senior Vice President, Service Delivery, Implementation & Managed Services (SDI & M&PS) is the executive owner of Lumen's enterprise order‑to‑activation engine and the managed & professional services portfolio. This leader ensures on‑time, first‑time‑right delivery; drives transformation and pioneers the use of AI to bring amazing employee and customer experience to life and oversees a global managed services organization delivering hosting, cloud, end‑user support, adaptive networking, security, and professional services.

The main responsibilities include:

• Serve as the senior executive point of accountability for customer satisfaction, guiding recovery plans, leading major escalations, and strengthening relationships with strategic enterprise.
• Drive a comprehensive operational transformation agenda—modernizing workflows, improving data integrity, deploying automation and AI enabled capabilities, and increasing throughput while elevating service quality.
• Shape the long term direction of Service Delivery, Implementation, and Managed Services by evolving service offerings, refining delivery models, and partnering closely with Product, Engineering and Sales to ensure competitiveness and alignment with market needs.
• Own financial accountability for the combined business, ensuring disciplined cost management, efficient resource utilization, and aligned pricing strategies that balance profitability with customer value and operational scalability.
• Lead, develop, and inspire a broad, multi tier organization by establishing clear expectations, fostering accountability, and building a collaborative, customer obsessed culture.
• Ensure accurate, transparent operational reporting and forecasting, overseeing dashboards, KPIs, interval projections, SLA/OLA compliance, and insights that guide enterprise decision making.
• Partner closely with Product, Engineering, Service Assurance, PMO, Sales, Legal, and Finance to drive aligned planning, uphold governance standards, and deliver cohesive, high impact outcomes across the customer lifecycle.

What we look for in a candidate:

• Required: 15+ years leadership experience across service delivery, implementation, and/or managed services. Proven ability to develop and improve KPIs and scale complex implementation and delivery programs. Demonstrated success deploying automation/AI and data‑driven operations. Strong executive presence and cross‑functional influencing capability. Financial ownership and commercial acumen including pricing strategy and margin management. Extreme customer obsession – demonstrated ability to go the extra mile and deliver outstanding customer experiences.
• Preferred: Background in managed security services, cloud/hosting, and complex enterprise delivery. Experience leading large‑scale organizational transformation.

Leadership competencies:

• Customer Obsession & Outcome Focus
• Operational Rigor & Clarity
• Transformation Mindset (Automation & AI Forward)
• Cross‑Functional Influence & Executive Communication
• Strategic Thinking & Prioritization
• High‑Accountability People Leadership & Talent Development

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 $273,787 - $365,050 in all states. 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.