Lead Service Manager-Telephony & Governance

The Senior Service Manager, Telephony & Governance directs the cross-cutting service management functions that enable the Contact Center Technology Services engagement model to operate effectively. This role owns governance framework operations, SLA management and reporting, service analytics, business unit relationship coordination, and portfolio-level performance reporting - serving as the operational backbone that ensures consistency of experience for business unit partners across all services.

Additionally, this role owns the Enterprise Telephony Service, ensuring reliable and secure telephony solutions for current users while evaluating modernization paths and alternative services over time. The Senior Service Manager drives legacy platform transition planning, technical debt reduction, and leverages AI-enabled analytics to enhance reporting quality and governance effectiveness. This position requires deep expertise in service governance, the ability to influence a...