承运商服务经理副本
Copy of Carrier Service Manager
关于IT Voice
IT Voice是IT解决方案领域的领先企业，提供全套服务，包括网络管理、系统运维和技术支持。我们以核心价值观为指导——关注他人、承担责任、高效工作、做正确的事，致力于提供卓越的服务。我们的团队以客户的需求为优先，对每个挑战负责，并以诚信和效率开展工作。在IT Voice，我们追求每项工作的卓越，确保客户获得顶级的支持和满意度。
职位简介
我们正在寻找一名运营商服务经理，负责并主导所有电信运营商关系及性能。该职位负责管理为客户提供语音、数据和传输服务的外部运营商和供应商，确保服务可靠性、SLA合规性、成本控制和有效的升级管理。
运营商服务经理是运营商绩效的唯一责任方，并作为外部运营商与内部团队（包括语音、网络、运营、销售工程和会计）之间的桥梁。
这是一个专业化的运营领导职位，不同于网络或运营管理，主要负责运营商治理、供应商绩效和服务成果。
您将负责的工作
运营商与供应商管理
- 负责并管理与电信运营商和聚合商的关系，包括本地交换运营商（ILEC）、竞争性本地交换运营商（CLEC）、无线运营商和批发供应商
- 作为运营商中断、长期问题和服务争议的主要升级负责人
- 定期对运营商进行绩效评估，并在未满足SLA时管理补救计划
服务交付与SLA管理
- 负责并管理运营商SLA，包括恢复时间、工单老化和升级有效性
- 跟踪、分析并报告运营商绩效指标和趋势
- 推动对运营商导致的服务影响和客户中断的责任追究
合同、成本与账单
- 协商运营商合同、续约、价格调整和服务折扣
- 与会计部门合作验证运营商账单，管理争议并确保成本准确性
- 维护准确的运营商库存和服务记录
跨职能协作
- 与语音、网络、运营和销售工程团队合作，支持客户交付和问题解决
- 提供运营商专业知识
查看英文原文
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.
Originally posted on Himalayas