Senior Manager, Infrastructure Services

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Oversee global mobility operations involving carriers such as AT&T, Verizon, and T-Mobile, as well as the Tangoe TEM platform.

• Manage the complete device lifecycle, including provisioning, upgrades, replacements, and recycling.

• Supervise joiner/mover/leaver processes integrated with ServiceNow workflows.

• Ensure the accuracy of inventory, integrity of billing data, and execution of workflows within Tangoe.

• Address integration failures and handle manual fallback processes.

• Lead management of carriers, including activations, porting, plan adjustments, and escalations.

• Drive cost management initiatives, including invoice validation, dispute resolution, and cost optimization strategies.

• Provide precise reporting on inventory, usage, and financial alignment across various systems.

• Manage mobility incidents and escalations, including vendor escalations and order issues.

• Initiate and oversee global mobility rollout and transformation projects, particularly EMEA onboarding.

• Supervise ServiceNow workflows for both Telecommunications and Unified Communications.

• Ensure adherence to SLAs across issues, problems, requests, and changes.

• Cultivate vendor relationships with AT&T (voice/PSTN), Zoom Phone (global), and ChoiceTel (telecom/expense partner).

• Approve monthly mobility invoices and oversee license and cost optimization for VoIP and collaboration solutions.

• Manage Moves, Adds, and Changes (MACs) for the AMER region, including number provisioning, porting, new site setups, divestitures, and acquisitions.

• Configure call queues, IVR, after-hours routing, SMS, and AI enablement within VoIP systems.

• Maintain inventory management and logistics for AMER locations.

• Foster strong relationships with business unit leaders, including Ops Managers, GMs, and associate GMs.

• Comprehend business requirements and provide tailored communication and mobility solutions.

• Handle escalations, guarantee customer satisfaction, and support legal and cybersecurity compliance.

⛳️ Requirements

• Bachelor’s degree in Information Technology or Telecommunications.

• A minimum of 8 years of experience in telecommunications, unified communications, and mobility management.

• Over 8 years of experience managing global teams across various regions.

• Relevant certifications: ITIL, PMP, or other telecom/mobility credentials.

• Proficiency in AI enablement within VoIP and advanced collaboration technologies.

• Experience in global rollout and transformation projects, particularly across AMER, EMEA, and APAC regions.

• In-depth knowledge of VoIP, PSTN, contact center systems, and enterprise mobility.

• Strong skills in vendor management and negotiation.

• Excellent communication, stakeholder management, and problem-solving skills.

🏝️ 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.