Lumen Technologies · 13 hours ago

Senior Operations Service Manager

USA

Full-time

Remote

Senior Level

$81K/yr - $124K/yr

6+ years exp

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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 post mortem 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 to SIP until initiatives are resolved.

Understands and communicates large scale upgrade projects and other Change Management / 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.

Qualification

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