Manager, Service Delivery

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Job Overview

The Manager, Service Delivery at T-Mobile leads a team of Service Delivery Specialists responsible for executing standardized B2B service deliveries across SMB and SLED/FED environments. This role ensures consistent delivery performance by balancing customer experience, throughput demands, and compliance requirements within defined operational frameworks. By proactively monitoring execution health and intervening to prevent delivery drift or compliance risks, the manager drives predictable outcomes and sustained team effectiveness. The position also coordinates cross-functionally to resolve delivery blockers and maintain smooth transitions to lifecycle support teams. Through strong people leadership, operational rigor, and a focus on continuous improvement, this role supports T-Mobile's commitment to reliable, high-quality service for commercial and public-sector customers.

Job Responsibilities

• Leads a team of Service Delivery Specialists to execute standardized B2B service deliveries across SMB and SLED/FED environments, ensuring consistent delivery performance and adherence to operational frameworks.
• Monitors execution health proactively and intervenes to prevent delivery drift or compliance risks, driving predictable outcomes and sustained team effectiveness.
• Balances customer experience, throughput demands, and compliance requirements to maintain high-quality service for commercial and public-sector customers.
• Coordinates cross-functionally to resolve delivery blockers and facilitate smooth transitions to lifecycle support teams.
• Implements operational rigor and continuous improvement initiatives to enhance service delivery processes and team performance.
• Supports compliance with defined operational frameworks and company policies, ensuring all service deliveries meet regulatory and internal standards.
• Develops and mentors team members through strong people leadership, fostering a culture of accountability and professional growth.

Education and Work Experience

• Bachelor's Degree Business Administration, Information Technology, or Related Field (Required)
• Master's/Advanced Degree Business Administration, Information Technology, or Related Field (Preferred)
• 4-7 years Managing service delivery teams in a B2B environment, ensuring operational consistency and compliance with defined frameworks (Required)
• 2-4 years Leading cross-functional coordination to resolve delivery blockers and facilitate smooth transitions between operational teams (Required)
• 4-7 years Implementing process improvements and monitoring execution health to drive predictable outcomes and sustained team effectiveness (Required)

Knowledge, Skills and Abilities :

• Service Delivery Knowledge of standardized B2B service delivery models and methodologies, including Agile, waterfall, and ITIL, to ensure consistent execution across SMB and SLED/FED environments. (Required)
• Leadership Ability to build, inspire, and manage high-performing teams, driving operational rigor and continuous improvement in service delivery. (Required)
• Cross Functional Relationships Skill in coordinating with internal and external stakeholders to resolve delivery blockers and facilitate smooth transitions to lifecycle support teams. (Required)
• Operations Management Experience in monitoring execution health, balancing customer experience, throughput, and compliance within defined operational frameworks. (Required)
• Problem Solving Ability to proactively identify, analyze, and intervene in delivery drift or compliance risks to ensure predictable outcomes. (Required)
• Process Improvement Knowledge of Lean and other continuous improvement techniques to drive cost and quality enhancements in service delivery. (Required)
• Reporting Analysis Skill in defining and using metrics and scorecards to manage service performance and report to stakeholders. (Required)
• Customer Service Ability to maintain a customer-focused approach, ensuring reliable and high-quality service for commercial and public-sector clients. (Required)
• Negotiation Ability to negotiate and resolve conflicts, aligning strategies and outcomes across teams and stakeholders. (Required)
• Compliance Knowledge of regulatory and operational compliance requirements relevant to service delivery in telecommunications and public sector environments. (Required)

• At least 18 years of age
• Legally authorized to work in the United States

Travel

Travel Required (Yes/No): Yes (15-20%)

DOT Regulated

DOT Regulated Position (Yes/No): No

Safety Sensitive Position (Yes/No): No

Base Pay Range: $97,800 - $176,400

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out

Never stop growing!

As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.