Director Service Delivery

As a Director of Business Operations, you will be the operating backbone for our Public Sector Service Delivery organization. You'll lead the transformation portfolio-driving operating rhythm, KPI transparency, capacity planning, process improvement, and AI enabled ways of working-so teams can deliver secure, compliant, and exceptional outcomes for our State, Local & Education (SLED) and Federal customers. You will partner closely with Service Delivery leaders, Digital/AI Centers of Excellence, IT, Product, Finance, and HR to turn strategy into measurable results.

What you'll do

Run the business

*Own the operating rhythm (QBRs/MBRs/SBRs), annual/quarterly planning, and exec reporting; harmonize targets, OKRs, and budgets across Public Sector Service Delivery.
*Stand up a consistent KPI framework and dashboarding for delivery, customer experience, quality, productivity, and financial performance; drive weekly performance management with clear actions and owners.
*Lead headcount planning, workforce mix (FTE/contract), capacity modeling, and location strategy in partnership with Finance and HR.
*Transform the business
*Lead the transformation portfolio and PMO for Public Sector Service Delivery (prioritization, funding, benefits realization, and change management).
*Reengineer core processes (order to in service, escalation handling, field operations, and customer engagement) using Lean/Kaizen, value stream mapping, and automation.
*Build and scale AI enabled workflows (e.g., knowledge search, case summarization, agent assist, process automation, intelligent QA, and demand forecasting) in partnership with Lumen's AI/Governance & C4E teams.
*Establish responsible AI guardrails, success metrics, and adoption plans; upskill teams on generative AI and copilots to measurably reduce cycle time and rework.
*Deliver measurable improvements in CSAT/NPS, TTV, SLA attainment, costtoserve, and backlog health.
*Public Sector excellence
*Ensure delivery practices meet public sector expectations for reliability, security, and compliance; coordinate with Security/Compliance and Contracts on requirements and agency specific standards.
*Partner with Sales, Product, and Customer Engagement on executive briefings and "save" motions; translate agency mission needs into delivery innovations.

What you'll bring (Required)
*10+ years of experience in operations, service delivery, or business transformation; 5+ years leading managers and cross functional programs at scale.
*Demonstrated success running an operating cadence with execlevel stakeholders and turning performance insights into actions that move KPIs.
*Hands on track record applying AI/automation to real business workflows (e.g., Microsoft 365 Copilot/Copilot Studio, Azure OpenAI, Power Automate/UiPath, conversational agents, process mining/telemetry) to improve quality, speed, and cost.
*Strong program/portfolio leadership (intake, prioritization, funding, benefits tracking) and organizational change management (communications, training, adoption).
*Fluency in data driven management (SQL/BI familiarity, experimentation, A/B testing) and in building durable dashboards for nontechnical users.
*Excellent executive communication; ability to influence without authority across Product, IT, Security/Compliance, Finance, and Customer facing teams.
*Working knowledge of public sector delivery norms and compliance frameworks; ability to navigate regulated customer environments.
*Nice to have (Preferred)
*Experience in telecom/network, cloud, or managed services delivery.
*Lean Six Sigma (Green/Black Belt) or similar continuous improvement credentials.
*Experience with ServiceNow, Salesforce, Jira, or equivalent delivery stacks.
*Familiarity with federal/state procurement and delivery (e.g., SLED, Fed/SLED contract vehicles).
*Prior responsibility for P&L elements (budgeting, forecasting, cost to serve).
*How you'll measure success (first 6-12 months)
*Operating rhythm established: QBR/MBR cadence live with standardized KPI views and actions.
*AI at work: AI/automation use cases in steady state (e.g., case summarization, agent assist, backlog triage) with quantified outcomes (e.g., -15% handle time, -20% rework).
*Transformation portfolio: Intake prioritization benefits tracking in production; quarterly benefits realized and audited.
*Customer experience: Improved SLA attainment and measurable uptick in CSAT/NPS on targeted journeys.
*Talent & culture: Team adoption of new tools and practices; leaders independently running performance huddles and retros.
*Leadership competencies
*Operates with a customer back mindset; turns ambiguity into prioritized execution.
*Develop high performing teams; coaches leaders to scale new capabilities.
*Communicates crisp narratives grounded in data; influences outcomes across functions.
*Champions continuous improvement and responsible AI innovation.

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:

$149,084 - $198,779 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, and WY.
$156,539 - $208,718 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$163,993 - $218,657 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and 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
• Bonus Structure

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