Manager, MSC Governance & Operations Controls

T-Mobile•Overland Park, KS

2d•$97,000 - $175,000•Hybrid

About The Position

This Manager role within the Magenta Services Center (MSC), T-Mobile's multi-tower Shared Services Organization (SSO), is responsible for establishing and maintaining a robust controls governance framework. The goal is to bring rigor, accountability, and structured assurance to how controls are defined, owned, monitored, and sustained as the MSC matures its operating model. This role will partner closely with the Sr. Manager of the MSC to define the controls governance framework, clarify ownership across service towers, support audit activities, and assess the control impact of operational and project changes before they are implemented. The MSC has successfully launched operations and now requires a formalized controls governance capability to ensure a coherent catalog of existing controls, monitor their effectiveness, and manage gaps and changes effectively. This position aims to transform controls from a compliance obligation into a source of operational confidence and continuous improvement.

Requirements

Bachelor's Degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience OR combination of education and experience deemed equivalent (Required)
Designed, documented, and governed a controls inventory in a multi-tower SSO or GBS environment.
Understands the difference between control design and control operation.
Can build governance structures that hold both accountable.
Understands SOX control requirements at a practitioner level: ICFR documentation standards, control design evaluation, operating effectiveness testing coordination, and deficiency classification.
Experienced managing audit readiness and audit cycles from the shared services side.
Owned remediation tracking end-to-end: root cause analysis, corrective action design, evidence of closure, and sustainability assessment.
Can assess operational and project changes for control impact, identifying gaps, new risks, or control design requirements before changes are implemented.
Understands operational risk concepts applicable to a shared services environment: risk identification, risk appetite, control effectiveness, and risk reporting.
Can articulate how shared services operates end-to-end, tiered delivery, value stream structure, service ownership, and apply controls governance with that operating context in mind.
Comfortable using AI-assisted tools such as Claude in a work context.
Capable of operating without a team for extended periods, self-directed, resourceful, and comfortable defining structure in ambiguous environments.
Translates complex controls and risk topics into clear, concise narratives for senior stakeholders.
Navigates organizational resistance and drives adoption of new governance structures, controls ownership frameworks, and accountability practices.
Familiarity with incident, problem, and change management principles as they relate to operational controls in a service delivery environment.
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Acceptable areas of study include Business Administration, Finance, Accounting or related field (Preferred)
4-7 years Related experience within a financial, shared services or operational setting (Preferred)
CPA or CIA - Demonstrates foundational controls and audit knowledge; required if SOX governance experience is limited.
ITIL Foundation (v3 or v4) - Demonstrates foundational service management knowledge; relevant for integrating controls into service delivery governance.
Lean Six Sigma (any level) - Supports structured root cause analysis and remediation design within the continuous improvement dimension of the role.

Responsibilities

Define and maintain the MSC's overarching controls governance framework across all service towers (OTC, STP, RTR, HTR, SET).
Establish a structured controls inventory documenting control objectives, types, ownership, frequency, evidence standards, and linkage to process and risk.
Ensure the framework aligns with SOX requirements and operational risk standards.
Establish and govern a clear RACI for controls ownership across the MSC, distinguishing between operators, owners, and the central governance function.
Drive accountability through structured reporting, escalation paths, and periodic ownership reviews.
Support the MSC's primary point of coordination for internal and external audit activities (SOX, operational audits, BPO compliance reviews).
Ensure owners have documented appropriate evidence ahead of audit timelines.
Maintain an audit calendar, manage readiness assessments, track and escalate open items, and communicate audit status.
Own the lifecycle of control deficiencies and audit findings from identification through closure.
Maintain a centralized remediation tracker with clear owners, target dates, and evidence of completion.
Conduct root cause analysis on deficiencies and identify systemic patterns for leadership escalation.
Embed a controls impact review into the MSC's project and change lifecycle, assessing operational changes, new migrations, process redesigns, system implementations, and organizational restructuring for their impact on the control environment.
Document required control modifications, new control needs, or risk elevations.
Provide clear, actionable reporting on the state of the MSC control environment to senior leadership.
Translate controls posture into executive-level narratives.
Partner with Value Stream Owners, Risk & Compliance, Internal Audit, and external partners to maintain alignment on standards and expectations.