Service Management Manager: CI, Catalog & KM

T-Mobile; Overland Park (KS); Hybrid; USD 97,000 - 175,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401(k) with company match

Employee stock grants and ESPP

Paid time off and holidays

Job summary

The Magenta Services Center at T-Mobile is seeking a Manager to drive service delivery architecture across HR, Finance, and Accounting in a hybrid role based in Overland Park, KS. Lead structured CI projects, own the service catalog, SLAs, and knowledge management, and mentor a lean team focused on continuous improvement with AI support.

You will partner with senior leaders to implement governance, track KPIs, and ensure scalable service definitions across all value streams, delivering

Qualifications

• Experience articulating tiered service delivery and multi-tower governance.
• Experience defining SLAs, KPI measurement frameworks, and governance.
• KM framework design: standards, repositories, self-service capability.
• Lean Six Sigma DMAIC projects with documented results.
• AI tools like Claude and ChatGPT used to drive improvements.
• ITIL / service management concepts applied in SSO context.
• Current-state mapping, root-cause analysis, and process redesign.
• Independent, self-directed work style with ambiguity handling.
• Executive storytelling for senior stakeholders.
• Change management to drive adoption of new structures and processes.

Responsibilities

• Lead structured CI projects using Lean and Six Sigma methodologies and manage end-to-end improvement cycles.
• Map current-state processes, identify waste, and develop practical roadmaps with measurable outcomes.
• Own the MSC Service Catalog lifecycle and govern SLAs with KPIs across value streams.
• Design and govern Knowledge Management standards and self-service access.
• Engage stakeholders across HR, Finance, and Accounting to drive adoption and communicate progress.

Skills

Shared Services fluency

Service Catalog design

Service level management

Knowledge management

Lean Six Sigma (green belt)

AI & emerging tools fluency

ITIL / service management

Process analysis

Independent execution

Executive communication

Change management

Agile for operations (preferred)

Education

Bachelor's Degree (Business Administration, Finance, Accounting)

Advanced degree (related field)

Job description

The Magenta Services Center at T-Mobile is seeking a Manager to drive service delivery architecture across HR, Finance, and Accounting in a hybrid role based in Overland Park, KS. Lead structured CI projects, own the service catalog, SLAs, and knowledge management, and mentor a lean team focused on continuous improvement with AI support.

You will partner with senior leaders to implement governance, track KPIs, and ensure scalable service definitions across all value streams, delivering