Service Delivery Manager - GOV

T-Mobile; Downers Grove (IL); On-site; USD 84,000 - 152,000; Full time

Benefits offered by this job

Stock grants

Employee stock purchase plan

401(k)

Paid time off

Annual bonus opportunities

Health insurance

Job summary

The Service Delivery Manager – GOV at T-Mobile leads disciplined delivery of public-sector and regulated B2B services, ensuring deployments align with policy, contracts, and compliance while managing risk and escalations.

You will coordinate cross-functional teams, serve as the main customer contact, and drive compliant transitions to support groups, with a focus on reliability, quality, and regulatory adherence.

Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or related field.
• 4–7 years of managing service delivery for public-sector or regulated B2B clients.
• 4–7 years coordinating cross-functional teams to execute deployment/activation in telecom or similar regulated environments.
• 2–4 years handling risk management and serving as primary customer contact for service delivery status.

Responsibilities

• Oversees the disciplined execution of public-sector and regulated B2B service deliveries to ensure 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 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.

Skills

Regulatory compliance

Project management

Risk management

Cross-functional coordination

Customer service

Communication

Attention to detail

Process improvement

Strategic thinking

Education

Bachelor’s Degree in Business Administration or IT

Master’s Degree (Preferred)

4–7 years public-sector or regulated service delivery experience

4–7 years coordinating cross-functional teams in telecom/reg environments

2–4 years risk management and customer contact

Job description

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. That’s how we’re UNSTOPPABLE for our employees!

Job Overview
The Service Delivery Manager – GOV is responsible for the disciplined execution of public-sector and regulated B2B service deliveries at T-Mobile. This role ensures deployment and activation activities are performed in strict alignment with policy, contractual, and compliance requirements. By managing risks, escalations, and cross-functional coordination, the Service Delivery Manager safeguards delivery integrity and service stability. Serving as the primary contact for customers and oversight stakeholders, this role communicates status and ensures compliant transitions to support teams. Through these efforts, the Service Delivery Manager directly supports T-Mobile’s reputation for reliable, compliant, and high-quality service delivery in regulated environments.

Job Responsibilities

• 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.

Education and Work Experience

• 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)

Knowledge, Skills and Abilities

• 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

T-Mobile__requiresU.S.citizenship for certain roles within the organization. This role requires U.S.citizenship. Individuals hired into this role will berequiredtosubmitdocumentation proving U.S.citizenship within the first 7 days of hire - failure to do so will result in termination.

Travel

Travel Required (Yes/No): No

DOT Regulated

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

Total Target Cash Earnings Opportunity: $96,830 - $174,570

National Base Pay Range: $84,200 - $151,800

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

The base pay range reflects the compensation component of this opportunity. The 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ363237&paradox=1

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. Corporate employees are eligible for a year-end bonus based on individual and/or company 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. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.

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, genetic information, 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 [e-mail] 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.