Carrier Services Lead: SLA & Carrier Partnerships

IT Voice; Nashville (TN); Hybrid; USD 75,000 - 85,000; Full time

Job summary

IT Voice is a trusted leader in IT solutions, delivering carrier management and service performance. This role leads carrier governance, vendor performance, and service outcomes, serving as the bridge between carriers and internal teams to ensure reliable voice, data, and transport services.

The Carrier Services Manager owns SLAs, performance reviews, cost control, and escalation management, coordinating with Accounting and Operations to ensure accuracy and accountability.

Qualifications

• 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.

Responsibilities

• 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.
• Own and manage carrier SLAs, including restoration times, ticket aging, and escalation effectiveness.
• Track, analyze, and report on carrier performance metrics and trends.
• Collaborate with Voice, Network, Operations, and Sales Engineering teams to support customer delivery and issue resolution.

Skills

Carrier management

Vendor performance

SLA management

Cross-functional collaboration

Data analysis

Job description

IT Voice is a trusted leader in IT solutions, delivering carrier management and service performance. This role leads carrier governance, vendor performance, and service outcomes, serving as the bridge between carriers and internal teams to ensure reliable voice, data, and transport services.

The Carrier Services Manager owns SLAs, performance reviews, cost control, and escalation management, coordinating with Accounting and Operations to ensure accuracy and accountability.