Manager, MSC Service Improvement

T-Mobile•Overland Park, KS

33d•$97,000 - $175,000•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 structure, discipline, and operational maturity to a Service Management team that is actively moving from a foundational state to a fully governed, high-performing Service Management capability within the MSC. This is not a maintenance role. The person who thrives here is an experienced Shared Services practitioner who understands service delivery architecture end-to-end; from how services are defined, catalogued, and leveled, to how knowledge is captured and shared, to how processes are continuously improved through structured Continuous Improvement projects. They are also fluent in using AI tools as a natural part of how they work, leveraging them to accelerate analysis, scale execution capacity, and extend the impact of a lean team. You will operate independently from day one, partnering directly with the Sr. Manager of the MSC to build and govern a Service Management operating model, own the Service Catalog and SLA framework, establish Knowledge Management practices, and drive measurable process improvement across service towers. This is a hybrid role (3 days/week in the office) and will be based in Overland Park, KS. The MSC is accelerating its transformation, and the Service Management team needs to move on three fronts simultaneously: define and govern services through a structured Service Catalog and SLA framework; capture and scale institutional knowledge across towers; and drive active Continuous Improvement without sacrificing quality. This Manager owns all three: building the foundation that makes MSC services transparent, measurable, and always improving.

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)
Shared Services Fluency - Can articulate tiered service delivery, multi-tower governance, and SLA management from lived experience (Required)
Service Catalog Design & Governance - Has designed, structured, or governed a service catalog in an SSO or GBS environment - knows how to translate operational activities into structured, consumable service definitions with clear ownership and scope (Required)
Service Level Management - Experience defining SLAs, building KPI measurement frameworks, conducting service performance reviews, and managing SLA breach escalations (Required)
Knowledge Management - Has designed or operated a KM framework: documentation standards, SOP governance, knowledge repositories, and self-service capability that reduces dependency on individual knowledge holders (Required)
Lean / Six Sigma - Practitioner-level: has run kaizen events, built process maps, led DMAIC projects with documented results. Not a facilitator — an executor. (Required)
AI & Emerging Tool Fluency - Comfortable using AI-assisted tools such as Claude and ChatGPT in a work context. Not required to be an expert on AI, expected champion AI-enabled improvements and analysis through experimentation and augmenting capacity to deliver. (Required)
ITIL / Service Management - Understands and has applied incident, problem, change, and request management in an operational SSO context (Required)
Process Analysis - Skilled in current-state process mapping, waste identification, root cause analysis, and process redesign (Required)
Independent Execution - Capable of operating without a team for extended periods — self-directed, resourceful, and comfortable with ambiguity (Required)
Executive Communication - Translates complex operational issues into clear, concise narratives for senior stakeholders (Required)
Change Management - Navigates organizational resistance and drives adoption of new structures, service definitions, and ways of working (Required)
Lean Six Sigma Green Belt - Active certification; must be able to demonstrate application in a prior role (Required)
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)
Tool Adoption - Experience improving uptake of partially-adopted tools in complex, multi-stakeholder environments (Preferred)
Agile for Operations - Familiarity with applying Agile or iterative methods to operational improvement and service design initiatives (Preferred)
Lean Six Sigma Black Belt - Strongly preferred for candidates with under 7 years of SSO experience (Preferred)
ITIL Foundation (v3 or v4) - Demonstrates foundational service management knowledge, required if Service Catalog and SLA experience is limited (Preferred)

Responsibilities

Lead structured CI projects using Lean and Six Sigma (DMAIC) methodologies.
Own the end-to-end improvement cycle from process analysis and root cause identification through solution design, implementation, and results measurement.
Build and maintain a CI pipeline prioritized by business impact.
Leverage AI-assisted tools to accelerate analysis, surface patterns, and scale CI capacity across towers.
Conduct current-state process mapping and gap analysis across service towers.
Identify waste, redundancy, and inconsistency in workflows.
Develop improvement roadmaps that are practical, sequenced, and tied to measurable outcomes.
Own the end-to-end lifecycle of the MSC Service Catalog — define, structure, and maintain service definitions across all value streams.
Establish and govern Service Level Agreements (SLAs) and associated KPIs.
Lead regular service performance reviews with VSO leads and Business Partners.
Ensure the catalog reflects current service offerings and drives accountability across delivery teams.
Design and govern the MSC Knowledge Management framework.
Establish standards for process documentation, Standard Operating Procedures (SOPs) maintenance, and knowledge accessibility across service towers.
Drive the transition of institutional knowledge from individual ownership to shared, self-service capability, supporting onboarding, cross-training, and operational continuity.
Partner with Value Stream leaders and Business Partners across HR, Finance, and Accounting to align on priorities, communicate service performance, and drive adoption of structural and process changes.
Provide clear executive-level updates on CI initiatives, catalog changes, SLA performance, and governance milestones.