Manager, MSC Governance & Operations Controls

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About the role

The Magenta Services Center (MSC) is T-Mobile's multi-tower Shared Services Organization spanning HR, Finance, and Accounting operations. This Manager role brings rigor, accountability, and structured assurance to controls across the MSC as it scales into a mature, governed operating model. The role evolves compliance discipline into a common framework, governance structures, and operating rhythms that make controls easier to own and evidence easier to sustain.

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 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) based in Overland Park, KS.

Responsibilities

• Controls Framework Design & Governance: Define and maintain the MSC's overarching controls governance framework across all service towers (OTC, STP, RTR, HTR, SET). Establish a structured controls inventory documenting control objectives, types (preventive, detective, corrective), ownership, frequency, evidence standards, and linkage to process and risk. Align the framework with SOX requirements and operational risk standards.
• Controls Ownership & Accountability: Establish and govern a clear RACI for controls ownership across the MSC. Distinguish between control operators, control owners, and the central governance function. Drive accountability through structured reporting, escalation paths, and periodic ownership reviews.
• Audit Support & Readiness: Serve as the MSC's primary point of coordination for internal and external audit activities, including SOX, operational audits, and BPO compliance reviews. Ensure evidence is documented to the right standard ahead of audit timelines. Maintain an audit calendar, manage readiness assessments, track and escalate open items, and communicate audit status to leadership.
• Remediation & Continuous Improvement: 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 and escalate systemic patterns with recommended improvements.
• Change Impact Assessment — Controls: Embed controls impact reviews into the MSC's project and change lifecycle. Assess operational changes, migrations, process redesigns, system implementations, and organizational restructuring for impact on the existing control environment. Document required control modifications or new control needs.
• Stakeholder Engagement & Reporting: Provide clear, actionable reporting on the MSC control environment to senior leadership. Translate controls posture into executive-level narratives reflecting risk, progress, and gaps. Partner with Value Stream Owners, Risk & Compliance, Internal Audit, and external partners (Infosys, EY) to maintain alignment on standards.

Requirements

• Bachelor's Degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience OR equivalent combination of education and experience.
• Preferred areas of study: Business Administration, Finance, Accounting, or related field.
• 4-7 years of experience within a financial, shared services, or operational setting.

Skills

• Controls Framework Design: Experience designing, documenting, and governing a controls inventory in a multi-tower SSO or GBS environment. Understands control design vs. operation and can build governance structures to hold both accountable.
• SOX Controls Governance: Practitioner-level understanding of SOX control requirements, ICFR documentation standards, control design evaluation, operating effectiveness testing, and deficiency classification.
• Audit Coordination: Experience managing audit readiness and cycles from the shared services side, ensuring organizational preparedness, credible evidence, and proper resolution of findings.
• Remediation Management: End-to-end ownership of remediation tracking, including root cause analysis, corrective action design, evidence of closure, and sustainability assessment.
• Change-to-Controls Integration: Ability to assess operational and project changes for control impact, identifying gaps, new risks, or control design requirements before implementation.
• Operational Risk Fluency: Understanding of operational risk concepts in a shared services environment, including risk identification, risk appetite, control effectiveness, and risk reporting.
• GBS/SSO Delivery Knowledge: Ability to articulate how shared services operate end-to-end, including tiered delivery, value stream structure, and service ownership.
• AI & Emerging Tools: Comfort using AI-assisted tools (e.g., Claude) to accelerate controls analysis, pattern identification, documentation quality, and reporting efficiency.
• Independent Execution: Capable of operating self-directed in ambiguous environments, defining structure without a team for extended periods.
• Executive Communication: Translates complex controls and risk topics into clear, concise narratives for senior stakeholders.
• Change Management: Navigates organizational resistance and drives adoption of new governance structures and accountability practices.
• ITIL/Service Management Awareness: Familiarity with incident, problem, and change management principles as they relate to operational controls in service delivery.

Qualifications

• CPA or CIA certification (required if SOX governance experience is limited).
• ITIL Foundation (v3 or v4) certification (relevant for integrating controls into service delivery governance).
• Lean Six Sigma certification (supports structured root cause analysis and remediation design).
• Legally authorized to work in the United States.
• At least 18 years of age.

Pay

Base pay range: $97,000 - $175,000. The successful candidate’s actual pay will be based on work location, qualifications, and experience. Most Corporate employees are eligible for an annual bonus target of 15% based on company and/or individual performance. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.

For location-based pay details, visit: T-Mobile Pay Lookup.

Benefits

• Medical, dental, and vision insurance.
• Flexible spending account.
• 401(k) with company match.
• Annual stock grants and employee stock purchase plan.
• Paid time off (up to 4 weeks for full-time, ~2.5 weeks for part-time) and up to 12 paid holidays annually.
• Paid parental and family leave.
• Family building benefits, back-up care, enhanced family support, and childcare subsidy.
• Tuition assistance and college coaching.
• Short- and long-term disability coverage.
• Voluntary AD&D, accident, life, and long-term care insurance.
• Mobile service and home internet discounts.
• Pet insurance.
• Commuter and transit programs.

Learn more about T-Mobile’s benefits at www.t-mobilebenefits.com.

Schedule

Hybrid role requiring 3 days per week in the office (Overland Park, KS).