Service Delivery Manager, Government

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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-Mobiles 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-Mobiles reputation for reliable compliant and high-quality service delivery by maintaining documentation and reporting for regulated environments.

Education and Work Experience:

• Bachelors Degree Business Administration Information Technology or Related Field (Required)
• Masters/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

Travel:
Travel Required (Yes/No): Yes (15-20%)

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

Base Pay Range: $84200 - $151800

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidates 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 employees 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 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 dont 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-Mobiles amazing benefits check out.

Never stop growing!
As part of the T-Mobile team you know the Un-carrier doesnt have a corporate ladderits more like a jungle gym of possibilities! We love helping our employees grow in their careers because its that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity youre living our values while investing in your career growthand we applaud it. Youre 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.

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