Principal Service Delivery Readiness Manager

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This position is a headcount neutral position and requires specialized skills unique to the Implementation & Customer Success team within Eric Lavin's organization.

Job Overview
The Principal Service Delivery Readiness Manager ensures that complex B2B customer engagements are fully delivery-ready before execution begins, protecting T-Mobile from financial and service-continuity risks. This role operates upstream of Service Delivery, validating customer readiness, resolving dependencies, and shaping executable commitments during late-stage sales and Day-0 planning. By enforcing rigorous readiness standards and driving accountability across customers, internal teams, and partners, the role prevents high-risk, unready work from entering execution. The Principal Service Delivery Readiness Manager engages with senior executives and cross-functional stakeholders to provide authoritative guidance in high-visibility environments. Through these efforts, the role safeguards revenue, service stability, and long-term customer outcomes for T-Mobile.

Job Responsibilities:

• Ensures complex B2B customer engagements are fully delivery-ready by validating customer readiness and resolving dependencies prior to execution
• Prevents high-risk and unready work from entering execution by enforcing rigorous readiness standards and driving accountability across customers, internal teams, and partners
• Shapes executable commitments during late-stage sales and Day-0 planning by collaborating with cross-functional stakeholders and senior executives
• Safeguards T-Mobile from financial and service-continuity risks by identifying and mitigating potential issues before service delivery commences
• Provides authoritative guidance in high-visibility environments by engaging with senior executives and cross-functional teams to support decision-making
• Drives accountability for readiness across internal teams, customers, and partners by establishing clear standards and monitoring compliance
• Supports long-term customer outcomes and service stability by continuously improving readiness processes and standards

Education and Work Experience:

• Candidate must be an employee in Implementation & Customer Success within Eric Lavin's organization (Required)
• Bachelor's Degree Business Administration, Project Management, or Related Field (Required)
• Master's/Advanced Degree Business Administration, Operations Management, or Related Field (Preferred)
• More than 10 years Managing complex B2B service delivery readiness or program management for large-scale technology, telecom, or media organizations, including validating customer and operational readiness prior to execution. (Required)
• 4-7 years Leading cross-functional teams and driving accountability across internal stakeholders, customers, and partners to resolve dependencies and shape executable commitments in high-visibility environments. (Required)
• 4-7 years Presenting complex risk, governance, and operational topics to senior executives, including communicating tradeoffs and driving alignment for decision-making in dynamic business environments. (Required)

Knowledge, Skills and Abilities:

• Problem Solving Ability to identify, assess, and resolve complex delivery readiness issues, dependencies, and risks in high-stakes B2B customer engagements. (Required)
• Communication Strong written and verbal communication skills to convey authoritative guidance and readiness standards to senior executives, customers, and cross-functional teams. (Required)
• Project Management Expertise in managing late-stage sales and Day-0 planning processes, ensuring all delivery prerequisites are met before execution. (Required)
• Cross Functional Relationships Ability to build and maintain effective relationships with internal teams, partners, and customers to drive accountability and resolve readiness dependencies. (Required)
• Strategic Thinking Skill in shaping executable commitments and enforcing readiness standards to protect revenue, service stability, and long-term customer outcomes. (Required)
• Negotiation Ability to negotiate and influence stakeholders to align on delivery commitments and resolve conflicts in high-visibility environments. (Required)
• Analytics Proficiency in analyzing customer data, readiness metrics, and risk factors to inform decision-making and readiness validation. (Required)
• Attention To Detail Meticulous attention to detail in validating customer readiness and ensuring all requirements are satisfied prior to execution. (Required)
• Wireless Knowledge of wireless technologies and telecommunications industry standards relevant to T-Mobile’s B2B service delivery. (Required)
• Executive Communications Ability to deliver clear, concise, and authoritative presentations and updates to senior leadership and executive stakeholders. (Required)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): Yes (15-20%)

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No
 

Base Pay Range: $100,600 - $181,600

Corporate Bonus Target: 20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ351410¶dox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.