Sr Manager, Infrastructure Services

Job Number: 10821

External Description:

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

Job Number: 30209198

Community / Marketing Title: Sr Manager, Infrastructure Services

Location_formattedLocationLong: Florida, US