Job Description

T-Mobile is synonymous with innovation–and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we’re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won’t stop! The Service Management Office Leader is responsible for managing internal service providers performing activities across the Service Delivery Model. This role will work to ensure that Magenta Services is aligned with business needs and service delivery is consistent, reliable, and efficient. Un-carrier® ResponsibilitiesMonitoring and reporting out on Magenta Services performance to Magenta Services customer (i.e., Business Partner Teams served by Magenta Services). This includes the preparation of monthly performance/ operational reports for Magenta Services governance meetingsManage and maintain relationships with key stakeholders across the Elevate Service Delivery Model, including Business Partner Teams. Leverage knowledge and experience to effectively set the strategy to drive best-in-class relationships, responding to customer issues and drive issue resolution.Manage issue resolution process end-to-end. This includes documenting the issue when it is raised by the Customer or Magenta Services, and working alongside the Value Stream Owner and Magenta Services Leader (as required) to categorize the issue, prioritize, assign for resolution, escalate as needed and report on progress