Service Delivery Rep III

Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.

At Lumen, you'll work on infrastructure customers rely on today and build for what's next, where performance, security, and resilience matter.

This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you're ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today.

The Role

The Service Delivery Representative is responsible for ensuring a positive customer experience through the effective orchestration of tasks associated to implementing a service. Responsibilities include guiding customers through the Lumen implementation process for new orders, serving as the single point of contact for the duration of each implementation for all updates, and internal resource coordination to meet customer want dates.

Location

This is a work from home position within the U.S.

The Main Responsibilities

• Provide excellent customer service throughout the lifecycle of client implementation.
• Planning and managing projects according to project standards set by the business and the customer.
• Complete all operational and organizational tasks/processes independently and autonomously in projects.
• Owner for assigned continuance implementations -- must command and control the orchestration of the successful decommission of services.
• Schedule and chair update meetings if necessary.
• Manage collaboration with the (internal and external) units involved in the project as well as serving as the customer's first point of contact.
• Functional management of project employees and project managers within the scope of overall project management.
• Manage order risk through comprehensive mitigation assessment and planning techniques.
• Coordinate the work efforts of multiple functional teams to ensure all milestones are met.
• Manage the work efforts with 3rd party vendors to make sure all milestones are met.
• Track and measure implementation progress to provide customer with project/order status and escalate client-impacting issues.
• Participate in company sponsored and individual training efforts to refine and improve existing skill sets and gain new relevant skills.
• Execute on directives deemed necessary by management.

What We Look For in a Candidate

Required skills:

• Sound inter-personal skills -- (ability to not only work within a team environment, but also drive critical situations)
• Ability to demonstrate analytical and problem-solving skills
• Strong written, oral, and presentation skills -- (ability to lead client meetings with key senior personnel, must be able to adapt communication style to the audience)
• Ability to effectively coordinate internal resources to accomplish key milestones
• Working knowledge of Lumen internal departments, process flows, product offerings, systems, portal, and customer satisfaction initiatives
• Excellent time management skills - (ability to set priorities and multitask as necessary)
• Ability to make sound decisions -- (ability to effectively balance logic with data to make sound decisions)
• Proficient in Microsoft Office programs
• Associate's degree or equivalent experience

Desired skills:

• PMP training -- seeking project management related certification
• ITIL V2 / V3 knowledge -- seeking V3 certification
• Competency in one or more technical areas

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

• $47,736 - $63,750 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
• $50,204 - $66,938 in these states: CO HI MI MN NC NH NV OR RI
• $52,595 - $70,125 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.

Life at Lumen

Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.

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.

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.