Senior Manager, Managed Services

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Job Overview
The Senior Manager, Managed Services will lead the company's managed services operations, focusing on service delivery, customer satisfaction, and continuous improvement. This role requires knowledge of the telecommunications industry and service management processes, with a strategic approach to client engagement and service optimization.
Responsibilities include managing a team accountable for delivering T-Mobile for Business's managed services strategy, and driving operational excellence. The Senior Manager will focus on profitability, efficiency, and service innovation. Additionally, they will manage a product roadmap in an dynamic environment.

Job Responsibilities:

• Leadership and Team Management: Oversees and manages a team of Engineering experts focused on delivering managed services, ensuring alignment with company objectives and client needs. Resolves complex network and product issues to ensure optimal customer satisfaction and operational efficiency.
• Strategy Development and Execution: Develops and implements a strategic roadmap for managed services, including service expansion, cost reduction, and continuous improvement.
• Performance Reporting: Provides regular performance and financial reports to senior leadership, highlighting achievements, challenges, and areas for improvement.
• Cross-Functional Collaboration: Works closely with sales, technical teams, and other stakeholders to ensure alignment on customer needs and new service offerings.
• Budget Management: Develops and manages budgets for the managed services portfolio, ensuring financial targets are met while maintaining service quality.
• Industry Trends: Maintains current understanding of GSMA and wireless industry trends for retail and IoT roaming. Assesses how trends impact the roadmap or create opportunities for innovation. Collaborates with partners and vendors to analyze potential impacts and incorporates analyses into the product process.
• Product Lifecycle Management: Owns lifecycle management of multiple roaming products, including creating, managing, maintaining, and communicating product vision and roadmap. Develops business cases for product development and manages product funding.
• Change Management: Develops change management strategies and regularly aligns goals with corporate priorities. Provides review and guidance to the Product Management team and vendors regarding implementation and service levels.
• Accountability and Coordination: Drives accountability from both T-Mobile and vendors regarding implementation, service levels, and adherence to contractual terms. Ensures product team follows enterprise processes to secure and maintain product funding. Coordinates activities and communication between internal teams and vendors.
• Vendor Relationships: Represents T-Mobile as the primary contact with vendors for performance, quarterly business reviews, escalations, and issue resolution. Builds and maintains relationships with vendor leadership to manage expectations of service delivery and reliability.
• Resource Allocation and Development: Assists direct reports with prioritization and resource allocation. Collaborates to create development plans and leadership opportunities for direct reports. Provides regular, timely coaching and feedback.
• Performance Improvement: Creates, communicates, and monitors formal performance improvement plans when necessary. Fosters a culture of regular, constructive feedback within the team.
• Additional Duties: Responsible for other projects as assigned by business management. Collaborates with the Director to develop strategy, plans, and goals. Drive cross-functional alignments with various teams to understand current product experiences, identify areas of opportunity, and prioritize feature development.

Education and Work Experience:

• Bachelor's Degree in Computer Science, Engineering, IT or equivalent experience. (Required)
• Master's/Advanced Degree In Business Administration (Required)
• 10+ years of relevant Product Management experience in an agile product development environment. Required
• 4 – 7 years’ experience managing teams of 5 or more resources in direct reporting relationship in Product Management organization. Required

Knowledge, Skills and Abilities:

• Product Lifecycle Management Experience in delivering large and complex business/technology initiatives. (Required)
• Communication Proven ability to communicate with Leadership effectively, while employing a high degree of collaboration and influence
• Excellent written and verbal communication skills with ability to present complex technical information in a clear and concise manner to a variety of audiences including executives and non-technical leaders.
  (Required)
• Business Analytics Strong analytical skills with demonstrated ability to
  identify/analyze/synthesize product use data.
  (Required)
• Agile Project Management Experience with Agile backlog/project management tools.
  (Required)

Licenses and Certifications:

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): Yes

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

Base Pay Range: $140,500 - $253,500

Corporate Bonus Target: 20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s 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 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. To find the pay range for this role based on hiring location, click here.

At 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 don't 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-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier 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. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re 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.

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.