Carrier Service Manager

About IT VoiceIT 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 RoleWe 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 DoCarrier & Vendor ManagementOwn and manage all relationships with telecommunications carriers and aggregators, including ILEC, CLEC, wireless, and wholesale providersServe 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 metService Delivery & SLA OwnershipOwn and manage carrier SLAs, including restoration times, ticket aging, and escalation effectivenessTrack, analyze, and report on carrier performance metrics and trendsDrive accountability for carrier-caused service impacts and customer interruptionsContracts, Cost, & BillingNegotiate carrier contracts, renewals, pricing adjustments, and service creditsPartner with Accounting to validate carrier billing, manage disputes, and ensure cost accuracyMaintain accurate carrier inventory and service recordsCross‑Functional CollaborationCollaborate with Voice, Network, Operations, and Sales Engineering teams to support customer delivery and issue resolutionProvide carrier expertise during customer onboarding, migrations, and escalationsSupport leadership with data and insights related to carrier performance and costsReporting & DocumentationProduce and present KPI and performance reports related to carrier servicesMaintain carrier documentation, escalation contacts, and standard operating procedures (SOPs)Identify process improvements to improve service reliability and vendor effectivenessKey Metrics & OutcomesCarrier SLA complianceMean and median time-to-resolution for carrier-related ticketsFrequency and severity of carrier-caused service impactsAccuracy of recurring carrier billing and costsVendor responsiveness and escalation effectivenessQualificationsRequired5+ years of experience working with telecommunications carriers or service providersStrong understanding of voice, data, and transport servicesExperience managing carrier escalations, SLAs, and vendor performanceDemonstrated ability to work cross-functionally with technical and business teamsStrong analytical, documentation, and communication skillsPreferredExperience with wholesale telecom, UCaaS, or managed services environmentsExperience negotiating carrier contracts and pricingFamiliarity with telecom regulatory considerations and compliancePrior leadership or management experiencePay range $75,000-$85,000/year based on experience.