IT Service Manager – Voice Services The IT Service Manager – Voice Services is responsible for the effective delivery, reliability, and continual improvement of global voice communication services across all locations. This includes managing day‐to‐day operations, ensuring timely resolution of incidents and service requests, monitoring service health, and implementing enhancements to maintain security, compliance, and a seamless user experience.Working closely with the accountable Service Owner, the IT Service Manager ensures voice services align with organizational goals and provide a consistent, secure, and high‐quality communication experience for all employees worldwide.Key ResponsibilitiesOversee operational management of global voice servicesEnsure services meet SLAs/KPIs and adhere to ITIL processes.Manage Incident, Problem, Change, and Request processes for voice services.Monitor performance and drive continuous improvement initiatives.Coordinate across internal teams and external partners to resolve service issues promptly.Lead service transition, operation, and improvement projects for voice services.Manage enterprise‐grade voice platforms including VoIP systems, SIP trunking, PBX (Cisco, Avaya), and Unified Communications (Microsoft Teams, etc).Configure and maintain call routing, dial plans, and number normalization across global regions.Implement Quality of Service (QoS) policies for voice traffic on WAN/SD‐WAN networks to ensure optimal call quality.Oversee real‐time monitoring tools for proactive detection of latency, jitter, and packet loss.Perform capacity planning for voice infrastructure to support global scalability.Ensure integration with contact center platforms and voice recording systems for compliance and analytics.Your QualificationsBachelor's Degree in Information Technology, Telecommunications, Computer Science, or a related discipline.5+ years of progressive experience in managing enterprise voice services within a global or multi‐regional environment.Proven experience in VoIP technologies and SIP‐based communication systems.Strong experience in administration of PBX platforms (Cisco Unified Communications Manager, Avaya Aura, or similar).Experience with Unified Communications solutions (Microsoft Teams Voice, Zoom Phone).Network QoS configuration for voice traffic.Voice monitoring and troubleshooting tools.Knowledge of voice protocols (SIP, RTP, SRTP, TLS).Telecom regulatory compliance across multiple geographies.Disaster recovery strategies for voice infrastructure.Familiarity with cloud‐based voice solutions and migration strategies from legacy PBX systems.Certifications (Beneficial)ITIL v4 Foundation or higher for service management best practices.Cisco CCNP Collaboration, Avaya Certified Specialist, or equivalent.Microsoft Teams Voice Engineer certification (preferred for cloud telephony environments).Soft SkillsStrong vendor management and negotiation skills.Ability to lead cross‐functional teams and manage projects in a global setting.Strong problem‐solving, analytical thinking, and technical troubleshooting.Ability to align technology solutions with business needs.Excellent communication skills in multicultural environments.CompetenciesBuild for the FutureDeliver ResultsLead PeopleLead SelfModel and champion Our Core ValuesBenefitsCompetitive SalaryPermanent employment contractWell‐Being In FocusHealth InsuranceVacation Policy (24 vacation days, with additional days off for your birthday and December 24th)Free Curative Medicine24/7 Employee Assistance Program (EAP)Nutritional options at work (canteen with diverse meal choices including meat, fish, diet, vegetarian, and composed salads)Culture Of Development And LearningUnlimited access to LinkedIn LearningInitial and continuous training aligned with your career goalsOther BenefitsReferral ProgramEngaging events (team building, holidays celebrations, and themed days)On‐site parking (cars, motorcycles, bikes, including electric car chargers)#J-18808-Ljbffr