Sr Manager, Infrastructure Services

Carrier•CAFLO: Carrier-Home Florida Remote Location, Remote City, FL, 33412 USA, TX

2d•$117,500 - $234,500•Remote

About The Position

Carrier Global Corporation, a global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety, and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality, and transportation, we improve lives, empower critical industries, and ensure the safe transport of food, lifesaving medicines, and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. 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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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