Manager, MSC Governance & Operations Controls

T-Mobile•Overland Park, KS

21h•Hybrid

About The Position

The Magenta Services Center (MSC) is T-Mobile's multi-tower Shared Services Organization (SSO) spanning HR, Finance, and Accounting operations. This Manager role exists to bring rigor, accountability, and structured assurance to how controls are defined, owned, monitored, and sustained across the MSC, as it scales from foundational delivery into a mature, governed operating model. This role grows from the compliance discipline that exists among teams to a common framework, governance structures, and operating rhythms that make controls easier to own, evidence easier to sustain, and the overall control environment more transparent and defensible over time. The person who thrives here is a seasoned GBS or Shared Services practitioner who values the day to day rigor the team brings and can add the connective structure that lets that rigor scale without added burden. You will operate with significant independence, partnering closely with the Sr. Manager of the Magenta Services Center to define the controls governance framework, clarify ownership across service towers, support internal and external audit activities, and help ensure operational and project changes are assessed for control impact before they go live. This is a hybrid role (3 days/week in the office) and will be based in Overland Park, KS. The Magenta Services Center has successfully stood up operations across multiple value streams. What it now needs is a formalized controls governance capability across all Value Streams: a function that knows which controls exist, has a coherent and well informed catalog, knowing whether they are operating effectively, and what happens when gaps or changes arise. This Manager closes that gap, building the infrastructure that turns 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)
Has designed, documented, and governed a controls inventory in a multi-tower SSO or GBS environment, understands the difference between control design and control operation, and 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, not as an auditor, but as the function responsible for ensuring the organization is prepared, evidence is credible, and findings are properly resolved
Has owned remediation tracking end-to-end: root cause analysis, corrective action design, evidence of closure, and sustainability assessment. Not a tracker maintainer, an outcome owner.
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. Expected to leverage AI to accelerate controls analysis, pattern identification, documentation quality, and reporting efficiency.
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 who need to act, not interpret.
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.
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.
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)

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 that documents control objectives, control types (preventive, detective, corrective), ownership, frequency, evidence standards, and linkage to process and risk.
Ensure the framework is aligned to SOX requirements where applicable and to operational risk standards across non-SOX activities.
Maintain the framework as a living document, updated in response to audits, operational changes, and organizational evolution.
Establish and govern a clear RACI for controls ownership across the MSC.
Distinguish between control operators (those who execute), control owners (those accountable for design and effectiveness), and the central governance function (this role).
Drive accountability through structured reporting, escalation paths, and periodic ownership reviews.
Ensure that ownership transitions during migrations, restructuring, or role changes are formally managed and documented.
Support as the MSC's primary point of coordination for internal and external audit activities, including SOX, operational audits, and BPO compliance reviews.
Ensure the right owners have documented the right evidence to the right standard, ahead of audit timelines.
Maintain an audit calendar, manage audit readiness assessments, track and escalate open items, and communicate audit status to MSC leadership.
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 recurring or high-severity deficiencies.
Identify systemic patterns and escalate to leadership with recommended structural improvements.
Ensure the MSC does not close findings on a cycle, it resolves them permanently.
Embed a controls impact review into the MSC's project and change lifecycle.
Assess all operational changes, new migrations, process redesigns, system implementations, organizational restructuring, for their impact on the existing control environment.
Document required control modifications, new control needs, or risk elevations.
Partner with Program Management and VSO leads to ensure controls considerations are addressed before go-live, not discovered in the next audit cycle.
Provide clear, actionable reporting on the state of the MSC control environment to senior leadership on a regular cadence.
Translate controls posture into executive-level narratives that reflect risk, progress, and gaps without requiring deep technical fluency from the audience.
Partner with Value Stream Owners, Risk & Compliance, Internal Audit, and external partners (Infosys, EY) to maintain alignment on standards and expectations.