Sr. Director, Service Management Office

Be unstoppable with us!
T-Mobile is synonymous with innovation–and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we’re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won’t stop!

Un-carrier® Responsibilities

• Monitoring and reporting out on Magenta Services performance to Magenta Services customer (i.e., Business Partner Teams served by Magenta Services). This includes the preparation of monthly performance/ operational reports for Magenta Services governance meetings
• Manage and maintain relationships with key stakeholders across the Elevate Service Delivery Model, including Business Partner Teams.  Leverage knowledge and experience to effectively set the strategy to drive best-in-class relationships, responding to customer issues and drive issue resolution.
• Manage issue resolution process end-to-end. This includes documenting the issue when it is raised by the Customer or Magenta Services, and working alongside the Value Stream Owner and Magenta Services Leader (as required) to categorize the issue, prioritize, assign for resolution, escalate as needed and report on progress
• Deploy the voice of the customer feedback to Magenta Services Customer to measure customer satisfaction, pain points and capture feedback to inform improvement opportunities. Drive improvement opportunities alongside the Value Stream Owner and Magenta Services Leader (as needed) and report out on progress to customers
• Update and maintain the Service Catalog for Magenta Services, which documents the services provided by Magenta Services to the customers.
• Manage Financial tools and templates for Magenta Services, including Cost Allocation Model, Cost Review and Budgeting, and Financial Reporting (Magenta Services P&L). Includes updates to templates as needed and reporting on Magenta Services financials (e.g., costs incurred) on a regular basis to Magenta Services Governance Teams.
• Monitor People and Talent Management processes alongside operational leadership (Value Stream Owners). Includes monitoring of performance management processes and role alignment/definitions and career framework, including any changes as needed.
• Partner with the Value Stream Owners and Magenta Services Leader to evaluate service level agreements and update as needed on an annual basis.

The Experience You’ll Bring

• Bachelor’s degree in Accounting, Finance, Business Administration, or a related field. Master's degree preferred.
• Minimum of 5-7 years of experience in service management, with at least 5 years in a leadership role.
• Deep knowledge and understanding of shared services and global business services.
• Deep understanding of leading practices in Source-to-Pay, Record to Report, Order-to-Cash, Financial Planning & Analysis and Performance Management.
• Experience with BPO (Business Process Outsourcing) assessment, migration, and management.
• Experience in Finance transformation and Oracle implementation.
• Experience with management of migrations into a shared service center.
• Excellent analytical and problem-solving skills, with the ability to analyze complex service delivery issues and make sound business decisions.
• Strong communication and interpersonal skills, with the ability to collaborate effectively.
• Telecom or high-volume transactional experience (i.e., Wal-Mart, FedEx, UPS, etc.)  preferred.

How You'll Be Compensated

• 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, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant. For information about T-Mobile’s amazing benefits, check out https://careers.t-mobile.com/culture-and-benefits/.

Never stop growing!
T-Mobile 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.

If you’d like to receive more information about careers at T-Mobile, sign up for the T-Mobile Talent Community today! https://www.tmobile.careers/profile/join/

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.