Delivery Director-Telecommunications-ServiceNow TSOM, CSM, TI, FSM, OSS, BSS

NewRocket

6d•Hybrid

About The Position

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 delivery leadership role owns client relationships, staffs and governs engagements with appropriate technical depth, and ensures programs spanning TSOM, CSM, TNI, FSM, and OSS/BSS integration are delivered to telecom-grade SLAs. The role requires working fluency in the order-to-activate and trouble-to-resolve lifecycle, credibility with CSP network operations and IT executives, and an informed perspective on how agentic AI is changing order fallout remediation and service assurance. The Director owns and manages the regional delivery portfolio, including forecasting, planning, revenue, and margin achievement. The role collaborates with Sales, solution consulting, resourcing, and Delivery Excellence teams to support account growth, new business, quality delivery, and continuous improvement. It also leads and develops regional delivery talent and participates in pre-sales, deal reviews, and SOW and RFP reviews for CSP opportunities. The role provides oversight of order management and OSS/BSS engagements, including order data models, service catalog structures, state machine logic, platform integrations, fallout management, and compliance with TM Forum standards. It guides clients and delivery teams in the production-safe adoption of agentic AI for order management and orchestration. The position is regional/hybrid and involves travel up to 50%.

Requirements

15+ years of experience in Professional Services or Consulting Delivery, with a significant portion serving CSPs or the broader Telecommunications, Media & Technology industry.
6+ years of experience with ServiceNow Telecommunications solutions: TSOM, CSM, TNI, FSM, and OSS/BSS integration.
Working knowledge of telecom operational processes and concepts, including order-to-activate, trouble-to-resolve, service assurance, service fulfillment, and network inventory management.
Familiarity with TM Forum standards and frameworks (eTOM, ODA, SID) and TM Forum Open APIs, including TMF641, TMF640, TMF632, and TMF639, and how they map to ServiceNow Telecom Service Management capabilities.
Working knowledge of order fallout and exception management concepts, including fallout taxonomies, auto-heal rate, and MTTR, and how agentic AI is being applied to order orchestration and fulfillment.
5+ years of people management experience.
Deep knowledge of consulting and services delivery and portfolio management methodologies.
Broad understanding of ServiceNow domain areas, with depth in the Telecommunications industry vertical.
Strong written and verbal communication skills and the ability to engage credibly with CSP network operations, IT, and customer experience executives.
Ability to assess and mitigate risk, particularly for network-critical and customer-facing telecom systems.
Ability to lead and motivate multifunctional teams across multiple time zones.
Ability to simplify complex, multi-domain OSS/BSS situations for technical and executive audiences.
Financial knowledge.
Experience managing portfolios, including forecasting, planning, revenue, and margin achievement.

Nice To Haves

Carrier-grade background delivering for large ILECs, CLECs, or MSOs; experience with organizations such as Lumen, AT&T, Verizon, or Comcast is cited as a source of domain credibility.
ServiceNow Telecommunications Service Management (TSM) Certification.
ServiceNow Certified Implementation Specialist certification in CSM, FSM, or Telecommunications.
TM Forum Frameworx certification, such as Open Digital Architecture or eTOM.
Agile, SCRUM, or PMP certification.
ServiceNow SPM Certification.
ITIL, TOGAF, or Anthropic CCAF Certifications.
Exposure to BEAD-funded fiber programs or wholesale/open-access fiber OSS models.
Sales value training.

Responsibilities

Ensure high-quality delivery across telecom engagements, meeting the operational rigor and SLAs expected for network-critical systems.
Build trusted relationships with telecom customer stakeholders to drive project success and future account growth.
Collaborate with resourcing teams to staff projects with appropriate Telecom and OSS/BSS expertise.
Ensure projects have the necessary ServiceNow TSOM, CSM, TNI, and FSM capabilities.
Transition clients from sales to delivery, including reviewing SOWs, defining project roles and responsibilities, and preparing for project kickoffs.
Maintain an oversight role on selected projects, engaging customer network operations and IT executives, serving as an escalation point, ensuring compliance and quality, and controlling billable and non-billable time.
Manage and resolve project escalations across the telecom portfolio.
Drive compliance with NewRocket methodology, delivery standards, and telecom industry frameworks such as TM Forum eTOM and ODA.
Collaborate with Delivery Excellence to improve the delivery framework using telecom-specific lessons learned.
Ensure adoption of AI in service delivery to improve productivity, quality, and solutions.
Oversee order management engagements involving order data models, service catalog structures, and state machine logic; ensure deterministic, auditable order flows aligned with network provisioning across residential, business, and wholesale fiber services.
Oversee integrations between OMS platforms and downstream provisioning, inventory, and billing systems.
Ensure teams define order fallout taxonomies and track relevant KPIs, including fallout rate by order type, auto-heal rate, MTTR, and repeat fallout percentage.
Champion root-cause analysis and permanent fixes for systemic order fallout patterns.
Ensure OSS/BSS integration architecture follows TM Forum Open API standards and canonical SID/eTOM data models.
Stay current on agentic AI applications in order management and guide clients and teams toward production-safe adoption.
Own and manage the regional delivery portfolio, including forecasting, planning, and revenue and margin achievement.
Drive efficient use of global delivery resources, including collaboration with offshore teams.
Engage solution consulting teams to align scope, estimates, and staffing needs.
Partner with Sales leaders to expand accounts, secure new logos, and drive bookings growth.
Lead, coach, and mentor direct and indirect delivery team members across the region.
Oversee career progression, hiring, and performance management for delivery talent.
Foster a culture of collaboration, trust, and high performance.
Participate in pre-sales customer meetings and deal, SOW, and RFP reviews for CSP opportunities.
Partner with Sales to influence bookings in new telecom logos and existing carrier accounts.
Collaborate with Sales to define delivery handoff standards and align customer expectations with SOWs.
Align with the Area Sales lead to help meet telecom vertical bookings and revenue targets.
Be accountable for portfolio growth KPIs, including bookings, Revenue Under Management, gross margin, and CSAT.