Sr Director – Contact Contact and Digital Shared Services

Key Responsibilities

• Build long term strategic partnerships with senior internal customers within and outside of technology organization.
• Intimately understand their business strategies, generate new ideas, manage issues and ensure that strategy is appropriately aligned.
• Articulate business context and strategy and how departmental strategy supports it.
• Actively plan and manage a portfolio of high-quality products & services through a lifecycle of envisioning/investing/sustaining/retiring.
• Create domain strategy and supporting roadmaps aligned to overall strategy; use effective governance to set priorities and maintain business alignment.
• Grow team knowledge of new developments in area of specialty and incorporate these innovations where appropriate.
• Drive innovation, improvement and adoption of industry leading practices including open source, CI/CT/CD, cloud, microservices/container architecture.
• Set and execute technology direction for applications and services including package, SaaS, and custom developed solutions.
• Direct system design of highly scalable systems with native telemetry and monitoring in mind and enabling self-healing systems.
• Lead cross-departmental / cross-functional initiatives throughout broader organization.
• Deliver and support a portfolio of services to achieve business objectives.
• Direct the continual improvement of the enterprise-scale services.
• Ensure effective collaboration between technology teams.
• Develop and justify department budget, delivery and service performance, optimizing cost of service delivery, ensuring services are meeting or exceeding service levels.
• Develop and execute staffing strategy leveraging a mix of employees, managed services, and other partners to deliver departmental services
• Engage in and drive cross organizational strategy, policies and processes.
• Hire, manage, and develop a team of directors and support them in building their teams.
• Lead team through change, motivating and inspiring teams to do their best work, and develop the team’s knowledge and ability to deliver on its mission.
• Coach and mentor senior staff; ensure effective performance partnership processes are used to maximize engagement and performance.

Qualification & Requirements

Education and Work Experience

• Bachelor’s Degree Computer Science, Information Technology, or equivalent experience. (Required)
• Minimum 15 years of professional experience in developing highly scalable and highly available Digital Systems capable of serving the T-Mobile subscriber base. Required
• 8+ years leadership experience Required

Knowledge, Skills and Abilities

• Customer Focus
  • Cultivate and manage relationships at multiple levels of the organization.
  • Experience with a variety of business strategies, processes and organization models.
  • Communicate credibly with senior leadership and influence key stakeholders. Strong spoken, written and presentation skills.
• Domain/Technology/Service Strategy
  • Knowledge of portfolio management tools and methodologies.
  • Experience developing technology strategy and product roadmaps.
  • Broad technology product experience and a passion for staying abreast of the state of the market – both broad industry trends and in-depth in an area of specialization; enough technical perspective to evaluate and make decisions about architecture and implementation of systems.
  • Recognized as a leader in area of specialization.
• Delivery and Operations
  • Familiarity and experience with multiple technology service delivery models and methodologies (Agile, waterfall, DevOps, ITIL).
  • Successful delivery of large-scale enterprise technology projects.
  • Experience with custom development, packaged products implementation, systems integration and cloud-hosted solutions.
• Department General Management
  • Financial and budget management of CAPEX/OPEX budgets over $30M – $100M.
  • Demonstrated skills defining and using metrics and scorecards to manage a service and report to stakeholders.
  • Knowledge of tools and techniques (e.g., Lean) to drive continuous improvement in cost and quality of service.
  • Ability to define, understand and execute core administrative processes in a complex enterprise.
  • Ability to network and align strategies and roadmaps with peers across the enterprise and influence others to align to a common positive outcome.
• Inspirational and Team Leadership
  • Build, develop, inspire and manage a high performing team of at least 50 employees and up to 1000 managed service staff.
  • Expert at networking, identifying, attracting, hiring and retaining talented team members.
  • Acknowledged strategic thinker, with organizational agility in a large-scale business environment.
  • Ability to analyze complex situations, make difficult decisions and communicate impact to teams and stakeholders.
  • Negotiation and conflict resolution while maintaining productive relationships.
  • Experience managing multi-site, global teams.

Licenses and Certifications

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

Benefits

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!