Senior Director Service Delivery

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

 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.

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