Manager, MSC Service Improvement

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Job Overview
The Magenta Services Center is T-Mobile's multi-tower Shared Services Organization (SSO) spanning HR, Finance, and Accounting operations. This Manager role exists to bring structure, discipline, and operational maturity to a Service Management team that is actively moving from a foundational state to a fully governed, high-performing Service Management capability within the Magenta Services Center as a whole.


This is not a maintenance role. The person who thrives here is an experienced Shared Services practitioner who understands service delivery architecture end-to-end; from how services are defined, catalogued, and leveled, to how knowledge is captured and shared, to how processes are continuously improved through structured Continuous Improvment projects. They are also fluent in using AI tools as a natural part of how they work, leveraging them to accelerate analysis, scale execution capacity, and extend the impact of a lean team. You will operate independently from day one, partnering directly with the Sr. Manager of the Magenta Services Center to build and govern a Service Management operating model, own the Service Catalog and SLA framework, establish Knowledge Management practices, and drive measurable process improvement across service towers.

** This is a hybrid role (3 days/week in the office) and will be based in Overland Park, KS. **

Why this role exists:

The Magenta Services Center is accelerating its transformation, and the Service Management team needs to move on three fronts simultaneously: define and govern services through a structured Service Catalog and SLA framework; capture and scale institutional knowledge across towers; and drive active Continuous Improvement without sacrificing quality. This Manager owns all three: building the foundation that makes Magenta Services Center services transparent, measurable, and always improving.

Job Responsibilities:

• Continuous Improvement Execution: Lead structured CI projects using Lean and Six Sigma (DMAIC) methodologies. Own the end-to-end improvement cycle from process analysis and root cause identification through solution design, implementation, and results measurement. Build and maintain a CI pipeline prioritized by business impact. Leverage AI-assisted tools to accelerate analysis, surface patterns, and scale CI capacity across towers.

• Process Design, Analysis & Optimization: Conduct current-state process mapping and gap analysis across service towers. Identify waste, redundancy, and inconsistency in workflows. Develop improvement roadmaps that are practical, sequenced, and tied to measurable outcomes.

• Service Catalog & Service Level Management: Own the end-to-end lifecycle of the MSC Service Catalog — define, structure, and maintain service definitions across all value streams. Establish and govern Service Level Agreements (SLAs) and associated KPIs. Lead regular service performance reviews with VSO leads and Business Partners. Ensure the catalog reflects current service offerings and drives accountability across delivery teams.

• Knowledge Management: Design and govern the Magenta Services Center Knowledge Management framework. Establish standards for process documentation, Standard Operating Procedures (SOPs) maintenance, and knowledge accessibility across service towers. Drive the transition of institutional knowledge from individual ownership to shared, self-service capability, supporting onboarding, cross-training, and operational continuity.

• Stakeholder Engagement & Communication: Partner with Value Stream leaders and Business Partners across HR, Finance, and Accounting to align on priorities, communicate service performance, and drive adoption of structural and process changes. Provide clear executive-level updates on CI initiatives, catalog changes, SLA performance, and governance milestones.

Education and Work Experience:

• Bachelor's Degree plus 3 years of related work experience
  OR advanced degree with 1 year of related work experience
  OR combination of education and experience deemed equivalent (Required)

• Acceptable areas of study include Business Administration, Finance, Accounting or related field (Preferred)

• 4-7 years Related