Service Delivery Manager

Job Overview

The Service Delivery Manager - SMB at T-Mobile is responsible for overseeing the execution of standardized B2B service deliveries for small and medium business customers. This role ensures consistent, high-quality delivery outcomes by managing multiple concurrent engagements and maintaining strict adherence to established delivery models and timelines. By proactively identifying and resolving delivery flow issues, the position safeguards throughput and customer satisfaction.

The Service Delivery Manager coordinates closely with internal teams and stakeholders to drive accountability and resolve blockers efficiently. Through clear communication and seamless transition management, this role directly enhances the customer experience and supports T-Mobile's commitment to operational excellence.

• 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

No

• DOT Regulated Position:
  No
• Safety Sensitive Position:
  No

$74,400 - $134,100

Corporate Bonus Target: 15%

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, 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.

The pay range for this role varies within this range based on location, qualifications, and experience. T-Mobile offers 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 – about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually.

Additional benefits include 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,…