SR LEAD TECHNICAL ACCOUNT MANAGER

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…