Delivery Director – Telecommunications

Telco (OSS/BSS) | AI (Anthropic, OpenAI, etc.) | ServiceNow— TSOM, CSM, TNI, FSM

Function

Regional Delivery Director

Reports To

Area/Region VP Professional Services

Location

Regional / Hybrid

Travel

Up to 50%

Position Summary

The Telco Delivery Director is responsible for delivery and operational excellence, customer satisfaction, and portfolio growth across a portfolio of Communications Service Provider (CSP) clients. This is a delivery leadership role demanding a leader who can own client relationships, staff and govern engagements with the right technical depth, and ensure programs spanning TSOM, CSM, TNI, FSM, and OSS/BSS integration are delivered to telecom-grade SLAs. The ideal candidate brings working fluency in the order-to-activate and trouble-to-resolve lifecycle, credibility with CSP network operations and IT executives, and a forward-looking view on how agentic AI is changing order fallout remediation and service assurance.

Key Responsibilities

Delivery Leadership & Excellence

Ensure 5-star quality delivery across telecom engagements, meeting the operational rigor CSPs expect for network-critical systems
Develop a trusted relationship with telecom customer stakeholders to drive project success and future account growth
Collaborate with the resourcing team to ensure project teams are staffed with the right depth of Telecom/OSS-BSS expertise for success
Collaborate with the team to ensure the right ServiceNow TSOM, CSM, TNI, and FSM capability expertise is provided on the project
Transition clients smoothly from the sales process to the delivery team including SOW (Statement of Work) reviews, defining project roles and responsibilities for kick off, and facilitating kick off preparation
Maintain an active role on a subset of projects in a project oversight role including proactive engagement with customer network operations and IT executives, serving as an escalation point, ensuring compliance and quality delivery, and controlling billable and non-billable time
Manage and resolve project escalations across the telecom portfolio as required
Drive compliance and accountability to NewRocket methodology, delivery standards, and telecom industry frameworks (e.g., TM Forum eTOM/ODA)
Collaborate with the Delivery Excellence team to ensure continuous improvements to the Delivery Excellence framework, incorporating telecom-specific lessons learned
Ensure the adoption of AI in service delivery to improve productivity, quality and solutions.

Order Management & OSS/BSS Delivery Depth

Oversee engagements spanning order data models, service catalog structures, and state machine logic, ensuring delivery teams keep order flow deterministic, auditable, and aligned with network provisioning capabilities across residential, business, and wholesale fiber service types
Provide delivery oversight for integrations between OMS platforms (Amdocs, Oracle ASAP, Netcracker, Salesforce Communications Cloud) and downstream provisioning, inventory, and billing systems
Ensure engagement teams define fallout taxonomies (data quality, network readiness, provisioning failure, third-party) and track KPIs such as fallout rate by order type, auto-heal rate, MTTR, and repeat fallout percentage
Champion root-cause analysis for systemic fallout patterns across client engagements, ensuring delivery teams drive permanent fixes rather than one-off remediation
Ensure OSS/BSS integration architecture on client engagements follows TM Forum Open API standards (e.g., TMF641, TMF640, TMF632, TMF639) and canonical SID/eTOM data models
Stay current on the application of agentic AI to order management — autonomous fallout triage, intelligent order routing, and self-healing orchestration — to guide clients and delivery teams toward production-safe adoption

Operational Excellence

Own and manage the regional delivery portfolio, including forecasting, planning, and revenue and margin achievement.
Drive efficient utilization of global delivery resources, including collaboration with offshore teams.