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 experience within a financial, shared services or operational setting (Preferred)

Knowledge, Skills and Abilities:

• Shared Services Fluency - Can articulate tiered service delivery, multi-tower governance, and SLA management from lived experience (Required)

• Service Catalog Design & Governance - Has designed, structured, or governed a service catalog in an SSO or GBS environment - knows how to translate operational activities into structured, consumable service definitions with clear ownership and scope (Required)

• Service Level Management - Experience defining SLAs, building KPI measurement frameworks, conducting service performance reviews, and managing SLA breach escalations (Required)

• Knowledge Management - Has designed or operated a KM framework: documentation standards, SOP governance, knowledge repositories, and self-service capability that reduces dependency on individual knowledge holders (Required)

• Lean / Six Sigma - Practitioner-level: has run kaizen events, built process maps, led DMAIC projects with documented results. Not a facilitator — an executor. (Required)

• AI & Emerging Tool Fluency - Comfortable using AI-assisted tools such as Claude and ChatGPT in a work context. Not required to be an expert on AI, expected champion AI-enabled improvements and analysis through experimentation and augmenting capacity to deliver. (Required)

• ITIL / Service Management - Understands and has applied incident, problem, change, and request management in an operational SSO context (Required)

• Process Analysis - Skilled in current-state process mapping, waste identification, root cause analysis, and process redesign (Required)

• Independent Execution - Capable of operating without a team for extended periods — self-directed, resourceful, and comfortable with ambiguity (Required)

• Executive Communication - Translates complex operational issues into clear, concise narratives for senior stakeholders (Required)

• Change Management - Navigates organizational resistance and drives adoption of new structures, service definitions, and ways of working (Required)

• Tool Adoption - Experience improving uptake of partially-adopted tools in complex, multi-stakeholder environments (Preferred)

• Agile for Operations - Familiarity with applying Agile or iterative methods to operational improvement and service design initiatives (Preferred)

Licenses & Certifications:

• Lean Six Sigma Green Belt - Active certification; must be able to demonstrate application in a prior role (Required)

• Lean Six Sigma Black Belt - Strongly preferred for candidates with under 7 years of SSO experience (Preferred)

• ITIL Foundation (v3 or v4) - Demonstrates foundational service management knowledge, required if Service Catalog and SLA experience is limited (Preferred)

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

Travel:
Travel Required (Yes/No): No

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $97,000 - $175,000

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

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 and 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ359104&paradox=1

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 www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

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