SR LEAD TECHNICAL ACCOUNT MANAGER

Job description

Lumen is the trusted network for AI. We’re transforming how businesses connect, secure, and scale in an AI-driven world. By connecting people, data, and applications quickly, securely, and effortlessly, we help organizations move faster and unlock what’s next. At Lumen, people power progress. Our culture is built on teamwork, trust, and transparency, giving you the flexibility, support, and opportunity to make a lasting impact. We’re looking for top-tier talent ready to take on the challenge. Join us in building the future. The Role The IT Service Delivery Manager is responsible for ensuring the consistent and high-quality delivery of a broad range of IT services to customers, including infrastructure, applications such as SAP, cloud environments, network solutions, and managed security services. This role oversees daily operations, maintains compliance with service level agreements (SLAs), and builds strong customer relationships by pinpointing service challenges and initiating continuous improvement efforts. Key duties include leading regular service reviews, coordinating cross-functional teams, and developing strategic improvement plans and projects within a 6 to 18-month timeframe. The Main Responsibilities Supervise the delivery and performance of various technology services, including IT infrastructure, SAP and other business applications, cloud platforms, networking solutions, and managed security services. Ensure that all customer-facing services consistently fulfill or surpass contractual SLAs. Manage daily operational processes such as incident, problem, and change management to ensure seamless service delivery. Conduct weekly and monthly service reviews with customers, including the presentation of SLA dashboards, ticket resolution statistics, response times, and root cause analysis (RCA) reports. Engage directly with customers to understand operational challenges and areas of concern, document feedback, and identify actionable improvements. Develop, propose, and oversee improvement plans and strategic projects that align with both customer needs and organizational objectives, with a focus on initiatives to be implemented within a 6- to 18-month period. Collaborate with both internal teams and external vendors to resolve service issues and maintain continuous service availability. Maintain thorough documentation of service performance, review outcomes, and ongoing improvement initiatives. What We Look For in a Candidate Bachelor’s degree in Information Technology, Computer Science, or a related discipline; advanced certifications such as ITIL or PMP are preferred. At least five years of experience in IT service delivery management, overseeing diverse technology environments. Strong understanding of public cloud environments like AWS, Azure. Comprehensive understanding of IT infrastructure, enterprise applications (including SAP), cloud technologies, networking, and managed security services. Demonstrated success in managing SLA-driven environments and achieving operational excellence. Strong analytical abilities to interpret SLA dashboards and performance metrics. Excellent communication and presentation skills suitable for both technical and non-technical audiences. Proven leadership and team coordination capabilities. Customer-focused approach with a proactive attitude toward solving problems and driving continuous improvements. Experience in project planning and execution, especially in environments involving multiple stakeholders. Performance Metrics Achievement rates of SLAs across all managed services. Ticket resolution and response times that meet established targets. Timely and accurate completion of root cause analyses (RCAs). Effective identification and implementation of improvement plans and strategic projects. Customer satisfaction ratings and feedback collected during service reviews. Upsell of services in accounts being managed. Opportunities for Growth Lead and execute upsellable improvement initiatives and strategic projects. Drive transformation across technology portfolios and expand the range of service offerings. Develop expertise in emerging IT solutions and industry best practices. Advance into senior leadership positions within service management or technology operations. Compensation What to Expect Next Requisition #: 341362 The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions. We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know. We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive. 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: