Principal Service Delivery Readiness Manager

Principal Service Delivery Readiness Manager

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This position is a headcount neutral position and requires specialized skills unique to the Implementation & Customer Success team within Eric Lavin's organization. The Principal Service Delivery Readiness Manager ensures that complex B2B customer engagements are fully delivery-ready before execution begins, protecting T-Mobile from financial and service-continuity risks. This role operates upstream of Service Delivery, validating customer readiness, resolving dependencies, and shaping executable commitments during late-stage sales and Day-0 planning.

By enforcing rigorous readiness standards and driving accountability across customers, internal teams, and partners, the role prevents high-risk, unready work from entering execution. The Principal Service Delivery Readiness Manager engages with senior executives and cross-functional stakeholders to provide authoritative guidance in high-visibility environments. Through these efforts, the role safeguards revenue, service stability, and long-term customer outcomes for T-Mobile.

Job Responsibilities:

• Ensures complex B2B customer engagements are fully delivery-ready by validating customer readiness and resolving dependencies prior to execution
• Prevents high-risk and unready work from entering execution by enforcing rigorous readiness standards and driving accountability across customers, internal teams, and partners
• Shapes executable commitments during late-stage sales and Day-0 planning by collaborating with cross-functional stakeholders and senior executives
• Safeguards T-Mobile from financial and service-continuity risks by identifying and mitigating potential issues before service delivery commences
• Provides authoritative guidance in high-visibility environments by engaging with senior executives and cross-functional teams to support decision-making
• Drives accountability for readiness across internal teams, customers, and partners by establishing clear standards and monitoring compliance
• Supports long-term customer outcomes and service stability by continuously improving readiness processes and standards

Education and

Work Experience:

• Candidate must be an employee in Implementation & Customer Success within Eric Lavin's organization (Required)
• Bachelor's Degree Business Administration, Project Management, or Related Field (Required)
• Master's/Advanced Degree Business Administration, Operations Management, or Related Field (Preferred)
• More than 10 years Managing complex B2B service delivery readiness or program management for large-scale technology, telecom, or media organizations, including validating customer and operational readiness prior to execution. (Required)
• 4-7 years Leading cross-functional teams and driving accountability across internal stakeholders, customers, and partners to resolve dependencies and shape executable commitments in high-visibility environments. (Required)
• 4-7 years Presenting complex risk, governance, and operational topics to senior executives, including communicating tradeoffs and driving alignment for decision-making in dynamic business environments. (Required)

Knowledge, Skills and Abilities:

• Problem Solving Ability to identify, assess, and resolve complex delivery readiness issues, dependencies, and risks in high-stakes B2B customer engagements. (Required)
• Communication Strong written and verbal communication skills to convey authoritative guidance and readiness standards to senior executives, customers, and cross-functional teams. (Required)
• Project Management Expertise in managing late-stage sales and Day-0 planning processes, ensuring all delivery prerequisites are met before execution. (Required)
• Cross Functional Relationships Ability to build and maintain effective relationships with internal teams, partners, and customers to drive accountability and resolve readiness dependencies. (Required)
• Strategic Thinking Skill in shaping executable commitments and enforcing readiness standards to protect revenue, service stability, and long-term customer outcomes. (Required)
• Negotiation Ability to negotiate and influence stakeholders to align on delivery commitments and resolve conflicts in high-visibility environments. (Required)
• Analytics Proficiency in analyzing customer data, readiness metrics, and risk factors to inform decision-making and readiness validation. (Required)
• Attention To Detail Meticulous attention to detail in validating customer readiness and ensuring all requirements are satisfied prior to execution. (Required)
• Wireless Knowledge of wireless technologies…