Service Delivery Manager – SMB
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Job Description
Service Delivery Manager overseeing B2B service deliveries for SMBs at T-Mobile. Ensuring high-quality outcomes through effective management and communication with internal teams.
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
Requirements:
- Bachelor's Degree Business Administration, Information Technology, or Related Field (Required)
- Master's/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)
- 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)
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
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