IT Voice

Manager

• Own and manage relationships with telecommunications carriers and aggregators, including ILEC, CLEC, wireless, and wholesale providers
• Serve as the primary escalation owner for carrier outages, chronic issues, and service disputes
• Conduct regular carrier performance reviews and manage remediation plans when SLAs are not met
• Own and manage carrier SLAs, including restoration times, ticket aging, and escalation effectiveness
• Track, analyze, and report carrier performance metrics and trends
• Drive accountability for carrier-caused service impacts and customer interruptions
• Negotiate carrier contracts, renewals, pricing adjustments, and service credits
• Partner with Accounting to validate carrier billing, manage disputes, and ensure cost accuracy
• Maintain accurate carrier inventory and service records
• Collaborate with Voice, Network, Operations, and Sales Engineering teams on customer delivery and issue resolution
• Provide carrier expertise during customer onboarding, migrations, and escalations
• Support leadership with data and insights related to carrier performance and costs
• Produce and present KPI and performance reports related to carrier services
• Maintain carrier documentation, escalation contacts, and standard operating procedures
• Identify process improvements to improve service reliability and vendor effectiveness

Carrier Service Manager