VoIP & Unified Communications Service Delivery Manager
We are seeking an experienced
VoIP / Unified Communications Service Delivery Manager
to oversee collaboration and voice services for a major enterprise client. This interim role focuses on operational leadership, VoIP service reliability, Microsoft Teams telephony, and high-quality support for executive communications.
The ideal candidate will run day-to-day service delivery across voice, video, conferencing, and collaboration platforms, manage a small UCC function, and ensure stable performance in a predominantly Microsoft Teams environment.
About the Role
As the VoIP & UC Service Delivery Manager, you will:
* Own the stability, uptime, and service quality of all Unified Communications and VoIP systems.
* Manage daily operations across Microsoft Teams Voice, conferencing, room systems, call flows, and telephony.
* Lead and coordinate a small UCC support team.
* Provide confident, professional support for executive meetings, including early-morning preparation when required.
* Oversee the transition from legacy Cisco UCC systems to a full Teams-based model.
This is a hands-on operational leadership role with strong visibility across senior stakeholders.
Key Responsibilities
Service Delivery & Operations
* Manage day-to-day VoIP and UC operations with a strong emphasis on Microsoft Teams Voice.
* Ensure high-quality performance across telephony, conferencing, video, and collaboration services.
* Oversee incident response, root-cause analysis, service continuity, and SLA management.
* Create and maintain service performance reporting and improvement plans.
Executive & Stakeholder Support
* Lead technical setup and support for senior-level and board-level meetings.
* Provide early-morning coverage for key executive conferences when required.
* Maintain clear, proactive communication with senior stakeholders.
Technology Transition
* Manage the decommissioning of remaining Cisco UCC systems (scheduled early in the engagement).
* Ensure a seamless transition of users and services to Microsoft Teams Voice.
* Coordinate with technical teams and vendors for smooth cutovers and configuration accuracy.
What You Bring
* Strong hands-on expertise in
Microsoft Teams Voice
(telephony, call queues, room systems, policy administration).
* Experience managing or leading
UC, VoIP, or collaboration service operations
.
* Proven ability to support high-profile executive communications with professionalism.
* Solid stakeholder-management and communication skills in enterprise environments.
* Familiarity with
Cisco UCC
(CUCM, gateways, telephony) for short transitional support.
* Ability to work early mornings when required for executive meetings.
* Strong organisational, troubleshooting, and incident-management capabilities.