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.