Service Delivery Manager-SMB

Job Overview

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

• Oversees the execution of standardized B2B service deliveries to ensure consistent and high-quality outcomes for small and medium business customers
• Manages multiple concurrent service delivery engagements by maintaining strict adherence to established delivery models and timelines
• Identifies and resolves delivery flow issues proactively to safeguard throughput and enhance customer satisfaction
• Coordinates closely with internal teams and stakeholders to drive accountability and resolve blockers efficiently
• Communicates clearly and manages seamless transitions between delivery phases to directly enhance the customer experience
• Monitors and reports on service delivery performance metrics to ensure operational excellence and continuous improvement

• Bachelor's Degree Business Administration, Information Technology, or Related Field (Required)
• Master's/Advanced Degree Business Administration, Project Management, or Related Field (Preferred)
• 4-7 years Managing service delivery for B2B customers, including overseeing multiple concurrent engagements and ensuring adherence to delivery models and timelines (Required)
• 2-4 years Coordinating with cross-functional internal teams and stakeholders to resolve delivery issues and drive accountability (Required)
• 2-4 years Implementing process improvements and proactively identifying and resolving service delivery flow issues to enhance customer satisfaction (Required)

• Communication Ability to clearly convey information, manage customer expectations, and facilitate seamless transitions between teams to enhance customer experience. (Required)
• Project Management Skill in managing multiple concurrent service delivery engagements, ensuring adherence to standardized processes and timelines. (Required)
• Problem Solving Proficiency in proactively identifying, analyzing, and resolving delivery flow issues to safeguard throughput and customer satisfaction. (Required)
• Cross Functional Relationships Ability to coordinate and collaborate effectively with internal teams and stakeholders to drive accountability and resolve blockers. (Required)
• Customer Service Demonstrated commitment to delivering high-quality service outcomes and enhancing customer satisfaction for SMB clients. (Required)
• Attention To Detail Ability to maintain strict adherence to established delivery models and ensure accuracy in execution. (Required)
• Organization Skill in managing multiple engagements simultaneously and prioritizing tasks to meet deadlines. (Required)
• Telecommunications Knowledge of wireless technologies and telecommunications industry standards relevant to B2B service delivery. (Required)
• Change Management Ability to facilitate and manage transitions and changes in service delivery processes to maintain operational excellence. (Required)

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

Travel Required:

No

DOT Regulated Position:
No

Safety Sensitive Position:
No

Base Pay Range: $74,400 - $134,100

Corporate Bonus Target: 15%

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

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…