Copy of Carrier Service Manager

About IT Voice
IT Voice is a trusted leader in IT solutions, offering a full suite of services, including network management, system administration, and technical support. Guided by our core values—focus on others, own it, work smart, and do the right thing—we are committed to delivering exceptional service. Our team takes pride in prioritizing clients’ needs, taking ownership of every challenge, and operating with integrity and efficiency. At IT Voice, we strive for excellence in everything we do, ensuring our clients receive top-tier support and satisfaction.
About The Role
We are seeking a Carrier Services Manager to lead and own all telecommunications carrier relationships and performance. This role is responsible for managing external carriers and vendors that deliver voice, data, and transport services to our customers, ensuring service reliability, SLA compliance, cost control, and effective escalation management.
The Carrier Services Manager serves as the single point of accountability for carrier performance and acts as the bridge between external carriers and internal teams including Voice, Network, Operations, Sales Engineering, and Accounting.
This is a specialized operational leadership role, distinct from Network or Operations Management, with primary ownership of carrier governance, vendor performance, and service outcomes.
What You'll Do
Carrier & Vendor Management
Own and manage all 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 performance reviews with carriers and manage remediation plans when SLAs are not met
Service Delivery & SLA Ownership
Own and manage carrier SLAs, including restoration times, ticket aging, and escalation effectiveness
Track, analyze, and report on carrier performance metrics and trends
Drive accountability for carrier-caused service impacts and customer interruptions
Contracts, Cost, & Billing
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
Cross‑Functional Collaboration
Collaborate with Voice, Network, Operations, and Sales Engineering teams to support 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
Reporting & Documentation
Produce and present KPI and performance reports related to carrier services
Maintain carrier documentation, escalation contacts, and standard operating procedures (SOPs)
Identify process improvements to improve service reliability and vendor effectiveness
Key Metrics & Outcomes
Carrier SLA compliance
Mean and median time-to-resolution for carrier-related tickets
Frequency and severity of carrier-caused service impacts
Accuracy of recurring carrier billing and costs
Vendor responsiveness and escalation effectiveness
Qualifications
Required
5+ years of experience working with telecommunications carriers or service providers
Strong understanding of voice, data, and transport services
Experience managing carrier escalations, SLAs, and vendor performance
Demonstrated ability to work cross-functionally with technical and business teams
Strong analytical, documentation, and communication skills
Preferred
Experience with wholesale telecom, UCaaS, or managed services environments
Experience negotiating carrier contracts and pricing
Familiarity with telecom regulatory considerations and compliance
Prior leadership or management experience
Pay range $75,000-$85,000/year based on experience.

Work arrangement
No