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 com