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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 Solution Delivery Manager position provides more complex written and verbal customer support for Lumen customers internal and external and partners with single contact resolution. The Senior Solution Delivery Manager will provide excellent support to customers directly via click to chat and e-mail thru Lumen.com and the Enterprise Portal, through timely and accurate communications striving to go above and beyond on every interaction.

The Main Responsibilities

+ Accountable for timely project completion and delivery

+ Develops project progress and status reports for customer

+ Coordinate and facilitate solutioning calls and project meetings including internal resources, external resources and design engineers

+ Effectively communicates order status, risks and issues to customers to prevent escalations by presenting options and recommendations for resolution

+ Validate Planning scope and set accurate project milestones. Work with all project stakeholders to drive towards timely milestone completion

+ Responsible for engaging and/or scheduling delivery resources

+ Assess/Manage risk, impacts and potential alternatives and escalate as required to the appropriate level of management

+ Utilize the change control process to track schedule changes

+ Creates, gathers, and organizes content in support of executive and organizational communications.

+ Ability to quickly understand technical aspects of products & service from both a functionality and operations perspective

+ Develop, plan and manage implementation activities for highly complex projects/programs and external/internal customers

+ Set program objectives and establish clear measures to successfully define and meet project deliverables and timelines

+ Responsible for building and maintaining business relationships, which includes working with all levels and organizations of the company to maintain and provide status of key projects

+ Identify business needs and make solution recommendations with strong problem solving and analytical skills and provide consistent feedback on improvement opportunities related to current business process

What We Look For in a Candidate

+ Bachelor’s Degree or 3+ years of related experience

+ Experience with one or more of the following technologies: SD-WAN, SASE, Transport, Internet, MPLS, Managed Services, Voice (PRI, SIP, Porting, etc.), Security, Cloud and Virtualization Technologies, Managed Enterprise Services, Meraki.

+ Self-motivated, able to manage and prioritize multiple tasks, projects, and clients in parallel in a time sensitive environment.

+ Ability to communicate effectively, strong customer communication skills are a requirement.

+ Ability to professionally deal with remote client relations through phone, email & online sources in order to enhance the Partner experience.

+ Moderate telecommunications technical knowledge required, demonstrated ability to use and apply business acumen. Working knowledge of Microsoft Office Suite

+ Ability to work effectively in cross-functional teams such as Sales, Marketing, Engineering, Finance, Product, Operations and Support.

+ Basic understanding of data networking like IP addresses, NAT, routing and WAN/LAN.

Preferred:

+ 4+ years of direct project management experience

+ CAPM or PMP Certification

+ Passionate and innovative with a proven track record of success; an action-oriented, strategic, and creative thinker with a detailed focus on implementation and on-going execution of training programs in the field.

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

$66,375 - $88,500 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 WY

$69,694 - $92,925 in these states: CO HI MI MN NC NH NV OR RI

$73,013 - $97,350 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA 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 (https://jobs.lumen.com/global/en/benefits-statement)

Bonus Structure

\#LI-Remote

\#LI-AW1

Requisition #: 340486

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 (https://jobs.lumen.com/global/en/faq) . 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.