Sr Manager, Infrastructure Services

About the role

The Unified Conferencing and Mobility Senior Manager will lead global operations across VoIP, contact center, collaboration systems, and enterprise mobility. This role ensures seamless communication experiences, secure and efficient mobility management, and cost optimization across AMER, EMEA, and APAC regions. The manager will oversee vendor relationships, ServiceNow workflows, and transformation initiatives while driving operational excellence, compliance, and customer satisfaction.

Key Responsibilities

• Mobility Management
• Own global mobility operations across carriers (AT&T, Verizon, T-Mobile) and Tangoe TEM platform
• Manage end-to-end device lifecycle: provisioning, upgrades, replacements, recycling
• Oversee joiner/mover/leaver processes with ServiceNow workflow integration
• Ensure inventory accuracy, billing data integrity, and workflow execution in Tangoe
• Troubleshoot integration failures and manage manual fallback processes
• Lead carrier management: activations, porting, plan changes, escalations
• Drive cost management: invoice validation, dispute resolution, cost optimization initiatives
• Deliver accurate reporting: inventory, usage, and financial alignment across systems
• Manage mobility incidents and escalations, including vendor escalations and stuck orders
• Lead global mobility rollout and transformation initiatives, including EMEA onboarding
• Unified Conferencing & Collaboration
• Lead VoIP, contact center, and collaboration systems teams across AMER, EMEA, APAC
• Oversee ServiceNow workflows for Telecommunications and Unified Communications
• Ensure SLA adherence across issues, problems, requests, and changes
• Manage vendor relationships: AT&T (voice/PSTN), Zoom Phone (global), ChoiceTel (telecom/expense partner)
• Approve monthly mobility invoices and manage license/cost optimization in VoIP and collaboration solutions
• Oversee Moves, Adds, Changes (MACs) for AMER: number provisioning, porting, new site setups, divestitures, acquisitions
• Configure call queues, IVR, after-hours routing, SMS, and AI enablement in VoIP
• Maintain inventory management and logistics for AMER locations
• Customer & Stakeholder Engagement
• Build strong relationships with business unit leaders (Ops Managers, GMs, associate GMs)
• Understand business requirements and deliver tailored communication/mobility solutions
• Manage escalations, ensure customer satisfaction, and support legal and cyber compliance

Required Qualifications

• Bachelor’s degree in Information Technology or Telecommunications
• 8+ years of experience in telecommunications, unified communications, and mobility management
• 8+ years of experience managing global teams across multiple regions

Preferred Qualifications:

• Certifications: ITIL, PMP, or relevant telecom/mobility certifications
• Experience with AI enablement in VoIP and advanced collaboration technologies
• Background in global rollout/transformation projects, especially across AMER/EMEA/APAC
• Deep knowledge of VoIP, PSTN, contact center systems, and enterprise mobility
• Strong vendor management and negotiation skills
• Excellent communication, stakeholder management, and problem-solving abilities

Pay Range

The annual salary for this position is between $117,500.00 - $234,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Other Compensation

This position is entitled to short-term cash incentives, subject to plan requirements.

Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
• Tuition Assistance

Carrier EEO Statement and Accommodations Process

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

Contact Information

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [email protected]. We will make every effort to meet your needs in accordance with applicable laws.