Service Delivery Manager-SMB

At T-Mobile we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant employee stock purchase plan 401(k) and access to free year-round money coaches. Thats how were UNSTOPPABLE for our employees!

Job Overview
The Service Delivery Manager SMB at T-Mobile is responsible for overseeing the execution of standardized B2B service deliveries for small and medium business customers. This role ensures consistent high-quality delivery outcomes by managing multiple concurrent engagements and maintaining strict adherence to established delivery models and timelines. By proactively identifying and resolving delivery flow issues the position safeguards throughput and customer satisfaction. The Service Delivery Manager coordinates closely with internal teams and stakeholders to drive accountability and resolve blockers efficiently. Through clear communication and seamless transition management this role directly enhances the customer experience and supports T-Mobiles commitment to operational excellence.

Job Responsibilities:

• Oversees the execution of standardized B2B service deliveries to ensure consistent and high-quality outcomes for small and medium business customers
• Manages multiple concurrent service delivery engagements by maintaining strict adherence to established delivery models and timelines
• Identifies and resolves delivery flow issues proactively to safeguard throughput and enhance customer satisfaction
• Coordinates closely with internal teams and stakeholders to drive accountability and resolve blockers efficiently
• Communicates clearly and manages seamless transitions between delivery phases to directly enhance the customer experience
• Monitors and reports on service delivery performance metrics to ensure operational excellence and continuous improvement

Education and Work Experience:

• Bachelors Degree Business Administration Information Technology or Related Field (Required)
• Masters/Advanced Degree Business Administration Project Management or Related Field (Preferred)
• 4-7 years Managing service delivery for B2B customers including overseeing multiple concurrent engagements and ensuring adherence to delivery models and timelines (Required)
• 2-4 years Coordinating with cross-functional internal teams and stakeholders to resolve delivery issues and drive accountability (Required)
• 2-4 years Implementing process improvements and proactively identifying and resolving service delivery flow issues to enhance customer satisfaction (Required)

Knowledge Skills and Abilities:

• Communication Ability to clearly convey information manage customer expectations and facilitate seamless transitions between teams to enhance customer experience. (Required)
• Project Management Skill in managing multiple concurrent service delivery engagements ensuring adherence to standardized processes and timelines. (Required)
• Problem Solving Proficiency in proactively identifying analyzing and resolving delivery flow issues to safeguard throughput and customer satisfaction. (Required)
• Cross Functional Relationships Ability to coordinate and collaborate effectively with internal teams and stakeholders to drive accountability and resolve blockers. (Required)
• Customer Service Demonstrated commitment to delivering high-quality service outcomes and enhancing customer satisfaction for SMB clients. (Required)
• Attention To Detail Ability to maintain strict adherence to established delivery models and ensure accuracy in execution. (Required)
• Organization Skill in managing multiple engagements simultaneously and prioritizing tasks to meet deadlines. (Required)
• Telecommunications Knowledge of wireless technologies and telecommunications industry standards relevant to B2B service delivery. (Required)
• Change Management Ability to facilitate and manage transitions and changes in service delivery processes to maintain operational excellence. (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: $74400 - $134100

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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