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. 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:

LI-Remote

Requisition #: 341873

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.

Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.

To learn more about Life at Lumen and how we live the Lumen 8, please visit:

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 . 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.

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.

To review Lumen’s Privacy Notice, please visit:

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.