CenturyLink Service Delivery Rep 3 in St Louis, Missouri

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Job Summary

The Service Delivery Rep 3 is responsible for ensuring a positive customer experience thru the effective orchestration of the tasks associated to implementing a service. Responsibilities include guiding customers through the CenturyLink implementation process for continuance orders whether OnDemand or Standard timelines apply, serving as the single point of contact for the duration of each implementation for all updates and internal resource coordination to meet customer want dates.

Job Description

Position Objectives:

•Provide excellent customer service throughout the lifecycle of client implementation

•Meet internal delivery milestones and ensure that client expectations are clearly established

•Successfully transition the implementation over to the support organization

Essential duties:

•Owner for assigned continuance implementations – must command and control the orchestration of the successful implementation of services

•Manage customer relationship by providing implementation process expertise and by managing client expectations for duration of the order

•Schedule and chair key milestone update meetings

•Manage order risk through comprehensive mitigation assessment and planning techniques

•Coordinate the work efforts of multiple functional resources through the to ensure all milestones are met

•Accurately forecast revenue associated to the implementation of services to support the management of revenue acceleration

•Track and measure implementation progress to provide senior management with project / order status and escalate client-impacting issues

•Provide a transition to the post-implementation/support organization at the completion of each project including verifying CMDB representation and performing appropriate hand-off activities

•Participate in company sponsored and individual training efforts to refine and improve existing skill sets and gain new relevant skills

•Execute on directives deemed necessary by management


Required skills:

•Sound inter-personal skills – (ability to not only work within a team environment, but also drive critical situations)

•Ability to demonstrate analytical and problem solving skills

•Strong written, oral, and presentation skills – (ability to lead client meetings with key senior personnel, must be able to adapt communication style to the audience)

•Ability to effectively coordinate internal resources to accomplish key milestones

•Working knowledge of CenturyLink internal departments, process flows, product offerings, systems, portal, and customer satisfaction initiatives

•Excellent time management skills - (ability to set priorities and multitask as necessary)

•Ability to make sound decisions – (ability to effectively balance logic with data to make sound decisions)

Desired skills:

•PMP Training – seeking project mgmt related certification

•ITIL V2 / V3 Knowledge – seeking V3 certification

•Competency in one or more technical areas

Education or Equivalent Experience:

•BS, or High School Diploma or Equivalent plus 1 to 2 years industry experience with minimum 1 year in a project management role.


Associates or Equivalent

Alternate Location: US-Missouri-St Louis

Requisition # : 196210

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/

EEO Statement

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.