SR LEAD TECHNICAL ACCOUNT MANAGER

Lumen
Singapore
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsEducation: bachelorsSkills: ["Communication","Leadership","Customer focus","Problem-solving","Presentation"]

Senior IT service delivery leader responsible for ensuring high-quality delivery of IT services (infrastructure, SAP, cloud, networking, security) to customers; drives SLA compliance, leads cross-functional teams, and oversees 6–18 month improvement programmes, with a focus on customer relationships and operational excellence.

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FursaFursa
Lumen
Lumen
6 months ago

SR LEAD TECHNICAL ACCOUNT MANAGER

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Job Summary

Senior IT service delivery leader responsible for ensuring high-quality delivery of IT services (infrastructure, SAP, cloud, networking, security) to customers; drives SLA compliance, leads cross-functional teams, and oversees 6–18 month improvement programmes, with a focus on customer relationships and operational excellence.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key 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 analysis (RCA) reports.
  • •Engage directly with customers to understand operational challenges and areas of concern, document feedback, and identify actionable improvements.

Pay and Benefits

Perks:Health InsuranceDentalVision401kWellness StipendEducation Program

Key Requirements

  • •Bachelor's degree in Information Technology, Computer Science, or a related discipline; advanced certifications such as ITIL or PMP are preferred.
  • •At least five years of experience in IT service delivery management, overseeing diverse technology environments.
  • •Strong understanding of public cloud environments like AWS, Azure.
  • •Comprehensive understanding of IT infrastructure, enterprise applications (including SAP), cloud technologies, networking, and managed security services.
  • •Demonstrated success in managing SLA-driven environments and achieving operational excellence.
Experience:5+ years
Education:Bachelor's
Skills:CommunicationLeadershipCustomer focusProblem-solvingPresentation
Certifications:ITILPMP
Tech Stack:SAPAWSAzureCloudNetworkingSecurityIT infrastructure

Company Brief

Lumen
Provides integrated communications, network, edge cloud, and security services to enterprise, government, and carrier customers, operating a global fiber network and delivering connectivity and managed IT solutions.
Industry: Telecommunications
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Monroe, United States
WebsiteLinkedIn