CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world's best networking company by solving customers' increased demand for reliable and secure connections. The company also serves as its customers' trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
The Sr. Director of Service Excellence will report to the VP Hybrid Cloud Services and is responsible for partnering across the Strategic Planning & Transformation (SP&T) organization and leading their teams to positively impact the customer experience. This individual will lead the teams responsible for Workplace, Collaboration, Service Desk, Identity and Access Management, Executive Support and various ITIL Services. They will serve as both a catalyst for change and the advocate for standardization, ensuring that CenturyLink has the appropriate capabilities, operating models, and solutions that enable the company's business goals, strategies and imperatives.
Development, documentation and socialization of the team's business aligned and customer focused roadmaps and service portfolios.
Modernize existing capabilities while striving for simplicity, consistency, and efficiency.
Advocates hybrid cloud delivery strategies (SaaS, PaaS, IaaS, etc.).
Drive utilization of effective automation across the numerous processes and workflows.
Prepare and track budgets, projects and staffing plans. Provides cost transparency for the full suite of technology and solutions ensuring the teams investments are optimized and aligned.
Manages demand & service delivery with suppliers ensuring business demand translates into appropriate resourcing, while meeting or exceeding expectations.
Ensures solutions are resilient, secure, available, extensible with an established support model.
Streamline provisioning and enablement processes; devices, identity/access management, workplace software, collaboration solutions, etc.
Create insightful metrics to measure the services and improvement plans.
Champion a culture of innovation and continuous improvement through vocal advocacy and visible hands-on leadership
Evolve communications to be customer centric and meaningful. Know who we are communicating to and tailor the message.
Foster a culture focusing on the customer experience and how we will evolve it.
Provides direction and directives to direct reports in the performance of their duties, establishing work priorities, and in achieving company initiatives.
Other duties as assigned
12+ years of IT experience.
7+ years of people leadership experience.
Ability to create an innovative vision for the organization by understanding strengths, weaknesses, opportunities and threats.
Identifies trends and opportunities to enhance business performance.
Strong vendor management and outsourcing experience.
Practical experience with ITIL.
Excellent interpersonal, influencing, and strategic planning skills. Advance financial analysis capabilities.
Relevant Certifications are a Plus:
MCSE, MOS, MCSA, MCSD, PMP, etc.
Bachelors or Equivalent
Alternate Location: US-Colorado-Broomfield
Requisition #: 219828
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/
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, 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.
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.
Nearest Major Market: Denver
Job Segment: Service Desk, Cloud, Cyber Security, Customer Service, Technology, Security