Service Delivery Manager

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Job Overview
The Service Delivery Manager – STR/ENT at T-Mobile is responsible for overseeing the day-to-day execution of complex B2B service deliveries for large customers, ensuring delivery performance meets critical financial and operational standards. This role manages the deployment and activation of telecommunications products and services, maintaining control through disciplined coordination and proactive risk management. By identifying and escalating execution risks, the Service Delivery Manager safeguards service stability and customer confidence throughout the delivery process. The position requires effective cross-functional collaboration with internal teams, vendors, and customer stakeholders to ensure seamless execution and transition to support teams. Through structured delivery practices, this role directly contributes to T-Mobile's reputation for reliable service and operational excellence in high-impact environments.

Job Responsibilities:

• Oversees the day-to-day execution of complex B2B service deliveries for large customers, ensuring delivery performance meets critical financial and operational standards
• Manages the deployment and activation of telecommunications products and services, maintaining control through disciplined coordination and proactive risk management
• Identifies and escalates execution risks to safeguard service stability and customer confidence throughout the delivery process
• Collaborates effectively with internal teams, vendors, and customer stakeholders to ensure seamless execution and transition to support teams
• Implements structured delivery practices to contribute to reliable service and operational excellence in high-impact environments
• Monitors and reports on key delivery metrics to ensure alignment with organizational standards and customer expectations
• Supports continuous improvement initiatives by analyzing delivery outcomes and recommending process enhancements

Education and Work Experience:

• Bachelor's Degree Business Administration, Information Technology, Telecommunications, or Related Field (Required)
• Master's/Advanced Degree Business Administration, Project Management, or Related Field (Preferred)
• 4-7 years Managing complex B2B service delivery projects for large enterprise customers, including deployment and activation of telecommunications products and services (Required)
• 4-7 years Leading cross-functional teams and collaborating with internal stakeholders, vendors, and customers to ensure seamless service execution and transition (Required)
• 2-4 years Identifying, assessing, and escalating operational risks in service delivery environments to maintain service stability and customer confidence (Required)

Knowledge, Skills and Abilities:

• Project Management Ability to plan, coordinate, and execute complex B2B service deliveries, ensuring disciplined deployment and activation of telecommunications products and services. (Required)
• Telecommunications Comprehensive understanding of wireless and telecom industry products, technologies, and service delivery processes. (Required)
• Risk Management Skill in proactively identifying, assessing, and escalating execution risks to safeguard service stability and customer confidence. (Required)
• Cross Functional Relationships Ability to collaborate effectively with internal teams, vendors, and customer stakeholders to ensure seamless execution and transition. (Required)
• Customer Service Commitment to maintaining high levels of customer satisfaction and confidence throughout the service delivery lifecycle. (Required)
• Communication Strong verbal and written communication skills for presenting information, coordinating activities, and managing stakeholder expectations. (Required)
• Attention To Detail Ability to maintain control of delivery processes through disciplined coordination and thorough documentation. (Required)
• Strategic Thinking Capacity to apply structured delivery practices and strategic approaches to drive operational excellence in high-impact environments. (Required)
• Process Improvement Skill in identifying opportunities to enhance service delivery practices and operational efficiency. (Required)

• 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: $95,400 - $172,000

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=REQ354656&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!

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 affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.