Job Overview
The Service Delivery Manager - GOV is responsible for the disciplined execution of public-sector and regulated B2B service deliveries at T-Mobile. This role ensures deployment and activation activities are performed in strict alignment with policy, contractual, and compliance requirements. By managing risks, escalations, and cross-functional coordination, the Service Delivery Manager safeguards delivery integrity and service stability. Serving as the primary contact for customers and oversight stakeholders, this role communicates status and ensures compliant transitions to support teams. Through these efforts, the Service Delivery Manager directly supports T-Mobile's reputation for reliable, compliant, and high-quality service delivery in regulated environments.

Job Responsibilities:

• Oversees the disciplined execution of public-sector and regulated B2B service deliveries to ensure strict alignment with policy, contractual, and compliance requirements.
• Manages deployment and activation activities to guarantee timely and compliant service implementation for customers in regulated environments.
• Coordinates cross-functional teams to facilitate effective risk management, escalation handling, and resolution of service delivery issues.
• Serves as the primary contact for customers and oversight stakeholders to communicate status updates and delivery progress.
• Ensures compliant transitions of delivered services to support teams by verifying adherence to regulatory and contractual obligations.
• Safeguards delivery integrity and service stability by monitoring performance metrics and implementing corrective actions as needed.
• Supports T-Mobile's reputation for reliable, compliant, and high-quality service delivery by maintaining documentation and reporting for regulated environments.

Education and Work Experience:

• Bachelor's Degree Business Administration, Information Technology, or Related Field (Required)
• Master's/Advanced Degree Business Administration, Public Administration, or Related Field (Preferred)
• 4-7 years Managing service delivery for public-sector or regulated B2B clients, ensuring compliance with contractual and policy requirements (Required)
• 4-7 years Coordinating cross-functional teams to execute deployment and activation activities in telecommunications or similar regulated environments (Required)
• 2-4 years Handling risk management and escalation processes while serving as the primary customer contact for service delivery status and transition communications (Required)

Knowledge, Skills and Abilities:

• Regulatory Compliance Comprehensive understanding of public-sector and regulated service delivery requirements, including policy, contractual, and compliance standards. (Required)
• Project Management Ability to manage deployment and activation activities, ensuring disciplined execution and alignment with organizational objectives. (Required)
• Risk Management Skill in identifying, assessing, and mitigating risks and escalations throughout service delivery processes. (Required)
• Cross Functional Relationships Proven ability to coordinate and collaborate with multiple internal teams and external stakeholders to ensure seamless service delivery. (Required)
• Customer Service Experience serving as the primary contact for customers and oversight stakeholders, ensuring high levels of satisfaction and clear communication. (Required)
• Communication Excellent verbal and written communication skills for status updates, executive presentations, and transition documentation. (Required)
• Attention To Detail Ability to ensure all deployment and activation activities are performed accurately and in strict alignment with requirements. (Required)
• Process Improvement Skill in evaluating and enhancing service delivery processes to improve compliance, efficiency, and quality. (Required)
• Strategic Thinking Capacity to anticipate challenges, plan for compliant transitions, and support organizational reputation in regulated environments. (Required)

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

T-Mobile requires U.S. citizenship for certain roles within the organization. This role requires U.S. citizenship. Individuals hired into this role will be required to submit documentation proving U.S. citizenship within the first 7 days of hire - failure to do so will result in termination.

Travel:
Travel Required (Yes/No): No

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

Base Pay Range: $84,200 - $151,800

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=REQ363237¶dox=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!