Job Information
Lumen Senior Service Improvement Manager in Helena, Montana
About Lumen
Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.
Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.
We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.
The Role
The Senior Client Relationship Manager is responsible for maintaining and spearheading initiatives to enhance the quality and efficiency of services provided by LUMEN to LSEG. This role involves analyzing current service processes, identifying areas for improvement. Placing particular emphasis on Change and Problem Management. The ideal candidate will have a strong background in service management, ITIL proficient with excellent analytical and communication skills with a passion for continuous improvement.
Location
This is a work from home position within the U.S.
The Main Responsibilities
Change Management
Responsible for the process and governance of the Change Management framework.
Maintain and drive continuous improvement of the Change Enablement Program (established in 2019).
Oversea the successful execution and adherence to policy for circa 4300 changes annually (3500 for hosting and 800 in network (based in 2023 figures) within allowed tolerance, existing KPI metrics should be met or exceed.
Promote adherence to effective Change Management practices and cultivate a culture of excellence in change management. Provide relevant training and education across technical teams.
Engage with the customer for multiple weekly CABs, distribute the relevant CAB agendas, maintain a historical change log, and keep metrics up to date. ensure that Change Freezes are correctly captured and communicated to the relevant internal teams.
Provide Regular reporting and read outs on change management and quality auditing (Six Sigma).
Coordinate and support notable change activities; mitigate risk; review and approve testing and service assurance plan (before, during and after).
Serve as expert for the Change process, ensuring that all changes are processed and documented in accordance with corporate policies.
Review and widely report on failed or back-out changes; identify gaps and remediate.
Responsible for change quality (measure and improve); adhering to SLA requirements.
Problem & RCA
Responsible for the process and governance of the Problem Management framework.
Evaluate the existing Problem Management process, identify any gaps, and implement necessary changes with a focus on continuous improvement.
Identify and log problems based on change, incident and trend analysis, prioritize them according to their impact and urgency, and coordinate with relevant teams to gather necessary information and resources.
Drive Root Cause Analysis for ongoing issues working with the wider operations and specialist teams.
Chair Problem Advisory Board meetings. Ensure problem resolution is fully achieved, and the corresponding Service Improvement plans are effectively implemented.
Maintain comprehensive documentation of problems and their resolutions, ensuring clear communication with stakeholders about the status and progress of problem resolution efforts.
Service Improvement & Auditing (Non-Change and Problem)
Define and create an overall Service Improvement process and strategy for the account
Identify areas needing enhancement by analyzing performance data and gathering feedback from key stakeholders
Lead key customer event driven Service Improvement initiatives. Coordinate and drive any subsequent auditing with the wider teams
Evaluate the outcomes to assess the effectiveness of the improvements, documents the processes and results, and shares best practices with the team
Establish a continuous feedback loop to drive ongoing enhancements and maintain strong collaboration with stakeholders to support the improvement initiatives.
Stakeholder Management
Identify key stakeholders, understand their needs, and develop effective communication plans
Engage key stakeholders through regular meetings and feedback sessions meeting in person if possible
Monitoring stakeholder satisfaction and gather continuous feedback
Build strong relationships with stakeholders to foster a cooperative environment and provide regular updates on the impact of service improvement initiatives
Promote the Change Enablement & Problem Management Program and actively seek feedback.
What We Look For in a Candidate
Proven experience in managing and improving service processes, with a focus on Change and Problem Management.
In-depth knowledge and practical application of ITIL principles and practices.
Excellent analytical abilities to evaluate existing processes, identify gaps, and implement effective improvements.
Strong verbal and written communication skills to engage with stakeholders, provide training, and report on service improvement initiatives.
Ability to lead cross-functional teams, coordinate with various departments, and drive service improvement initiatives.
Expertise in Root Cause Analysis and Problem Management, with a track record of successfully resolving issues and implementing preventive measures.
A passion for continuous improvement, with the ability to develop and implement strategies to enhance service quality and efficiency.
Experience in identifying key stakeholders, understanding their needs, and maintaining strong relationships through effective communication and collaboration.
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
$82,969 - $110,625 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
$87,117 - $116,156 in these states: CO HI MI MN NC NH NV OR RI
$91,266 - $121,688 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:
Benefits (https://www.lumenbenefits.com/httpdocs2/index.html)
Bonus Structure
Requisition #: 336937
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 (https://jobs.lumen.com/global/en/faq) . 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.
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.
Application Deadline
02/13/2025