Senior Channel Manager responsible for recruiting, enabling, and growing business partners for BPOD latam. Achieve sales objectives while overseeing training initiatives and performance metrics in São Paulo.
About the role
- Manager, Service Delivery leading a team of specialists to execute B2B service deliveries at T-Mobile. Ensuring operational consistency and high-quality service for commercial and public-sector customers.
Responsibilities
- Leads a team of Service Delivery Specialists to execute standardized B2B service deliveries across SMB and SLED/FED environments, ensuring consistent delivery performance and adherence to operational frameworks.
- Monitors execution health proactively and intervenes to prevent delivery drift or compliance risks, driving predictable outcomes and sustained team effectiveness.
- Balances customer experience, throughput demands, and compliance requirements to maintain high-quality service for commercial and public-sector customers.
- Coordinates cross-functionally to resolve delivery blockers and facilitate smooth transitions to lifecycle support teams.
- Implements operational rigor and continuous improvement initiatives to enhance service delivery processes and team performance.
- Supports compliance with defined operational frameworks and company policies, ensuring all service deliveries meet regulatory and internal standards.
- Develops and mentors team members through strong people leadership, fostering a culture of accountability and professional growth.
Requirements
- Bachelor's Degree in Business Administration, Information Technology, or Related Field (Required)
- Master's/Advanced Degree in Business Administration, Information Technology, or Related Field (Preferred)
- 4-7 years managing service delivery teams in a B2B environment, ensuring operational consistency and compliance with defined frameworks (Required)
- 2-4 years leading cross-functional coordination to resolve delivery blockers and facilitate smooth transitions between operational teams (Required)
- 4-7 years implementing process improvements and monitoring execution health to drive predictable outcomes and sustained team effectiveness (Required)
- Knowledge of standardized B2B service delivery models and methodologies, including Agile, waterfall, and ITIL (Required)
- Skill in coordinating with internal and external stakeholders to resolve delivery blockers (Required)
- Experience in monitoring execution health, balancing customer experience, throughput, and compliance (Required)
- Knowledge of Lean and other continuous improvement techniques (Required)
Benefits
- Medical, dental and vision insurance
- Flexible spending account
- 401(k)
- Employee stock grants
- Employee stock purchase plan
- Paid time off
- Up to 12 paid holidays
- 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
- Voluntary long-term care insurance
- Mobile service & home internet discounts
- Pet insurance
- Access to commuter and transit programs
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