Sr Manager, Infrastructure Services

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., 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)

• 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

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

Employees are eligible for benefits, including:

• 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

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