Carrier Service Manager

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IT Voice

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1983

🔒 Cybersecurity

📡 Telecommunications

🤝 B2B

Cybersecurity • Telecommunications • B2B

IT Voice is a managed IT and communications services provider that designs, implements, and maintains business technology solutions including VoIP/hosted phone systems, cloud services, internet connectivity, servers, networking, ERP consulting, and cybersecurity. Operating as a single-vendor MSP with nationwide regional offices, IT Voice offers remote and on-site support, unified billing, and security and compliance services aimed at keeping small and mid-size businesses' networks, communications, and operations secure and reliable.

📋 Description

• 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 • Own and manage carrier SLAs, including restoration times, ticket aging, and escalation effectiveness • Track, analyze, and report on carrier performance metrics and trends • Negotiate carrier contracts, renewals, pricing adjustments, and service credits • Collaborate with Voice, Network, Operations, and Sales Engineering teams to support customer delivery and issue resolution • Produce and present KPI and performance reports related to carrier services

🎯 Requirements

• 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