Service Delivery Manager, Government

Role Overview

• 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

Requirements

• 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)
• 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

Benefits

• medical, dental and vision insurance
• flexible spending account
• 401(k)
• employee stock grants
• employee stock purchase plan
• paid time off and up to 12 paid holidays
• 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
• voluntary long-term care insurance
• mobile service & home internet discounts
• pet insurance
• access to commuter and transit programs