Responsibilities
- Drives the strategy, design, and lifecycle management of Lumen’s Managed Network Services (MNS) portfolio, with a focus on defining the managed service frameworks that surround enterprise network offerings. This role is responsible for driving the strategy and leading the development of advanced-level managed service offerings to complement Lumen’s wide array of digital products. Collaborates across Product Development, Network Engineering, Operations, Compliance, and Customer Success to build scalable, automated, and outcome-driven services that align with enterprise transformation needs and integrate seamlessly with Lumen’s security and cloud portfolios.
- Drives the strategy and roadmap for the managed services layer of Lumen’s MNS portfolio, including Network-as-a-Service (NaaS) frameworks, SD-WAN and hybrid WAN managed services, Managed LAN/WAN operations, Cloud on-ramp and interconnect services, Edge-to-cloud connectivity, AI-powered network assurance and AIOps
- Defines the service wrapper, including operational processes, SLAs, incident management models, telemetry, customer reporting, and support models.
- Partners with Engineering to consume and integrate infrastructure capabilities — but does not own physical device selection (e.g., routers, firewalls, access devices).
- Develops onboarding workflows, lifecycle support frameworks, performance monitoring, and incident response standards to support a repeatable managed experience.
- Builds customer-facing documentation and tools that clarify what is delivered as a service (e.g., service guides, SLA definitions, support expectations).
- Aligns MNS with Lumen’s SASE and MSS portfolios, enabling cohesive service bundles (e.g., SD-WAN + SASE) and integrated lifecycle experiences.
- Collaborates with NOC, provisioning, and service delivery teams to ensure smooth and consistent customer implementation and support.
- Works with Compliance and Legal to ensure service operations support applicable regulatory and security standards.
- Owns managed service financial performance metrics such as attach rates, recurring revenue growth, churn reduction, and margin optimization.
- Leads cross-functional initiatives to define productization standards, service handoffs, and knowledge transfer to delivery and operations teams.
- Creates training and enablement resources for Sales, Solution Architects, and Delivery to support positioning and scaling of MNS offers
Requirements
- 8+ years in a leadership role in networking, telecom, or IT services with a strong background in managed service design or service delivery frameworks
- Bachelor’s degree in engineering, Networking, Computer Science, or related field
Nice to Have
- Proven success in building or operationalizing network offerings such as SD-WAN, LAN/WAN, hybrid WAN, or cloud interconnect
- Experience creating Network-as-a-Service models and defining service-level engagements for enterprise customers
- MBA or advanced technical degree preferred
- Deep understanding of network management principles, ITIL-based service operations, and SLA design
- Ability to define delivery workflows and manage service orchestration, automation, and customer experience
- Strong collaboration skills with ability to align product, engineering, operations, and compliance teams
- Financial acumen including pricing, cost modeling, and managed service profitability metrics
- Effective communicator capable of articulating service value to internal stakeholders and customers
Work Arrangement
Hybrid
Additional Information
- Travel: ~20% as needed
