Director-IT Operations Support System (OSS) and Center of Excellence (COE)
About The Position
The Director of IT Operations Support System (OSS) and Center of Excellence (COE) leads strategy, execution, software development, and continuous improvement for systems and processes enabling end-to-end network service delivery. The position serves as the IT steward for OSS platforms and data used to define, manage, and operate the network, ensuring reliability, scalability, and alignment with business priorities. It owns technology capabilities that translate network infrastructure into customer-facing services, with an emphasis on automation and operational excellence. The Director owns the full lifecycle of network service management, including service qualification, order orchestration, provisioning, activation, and service assurance. The role ensures seamless delivery from customer order through ongoing performance management, and is accountable for accurate network inventory, efficient order processing, and proactive monitoring to support customer experience and business growth. The position leads strategic automation and modernization across network operations, reducing manual effort, improving provisioning speed, and increasing scale through integrations, application development, and process automation. It identifies opportunities to streamline workflows, improve data consistency, and increase operational efficiency while supporting transformation initiatives across fiber expansion, provisioning platforms, and network technologies. As a cross-functional leader, the Director integrates efforts across the organization and customer systems to deliver end-to-end solutions. The ideal candidate leads multiple managers and their teams in the OSS area, with a span of 80 or more associates across operations support departments.
Requirements
- Bachelor's degree or higher, or at least 4 years of professional work experience.
- At least 8 years of experience with increasing responsibility in application development and/or technology management.
- At least 4 years of experience leading projects.
- At least 5 years of management or supervisory experience.
- Ability to communicate complex technical issues effectively to business leaders and distill complex information for key decision-makers.
- Leadership ability in attracting and retaining top technical talent.
- Ability to interact effectively with peers to develop near-term and long-term strategies.
- Ability to foster a culture of innovation.
- Experience motivating and energizing IT professionals while maintaining a disciplined approach to delivering low-defect software.
- Experience with operating systems, database systems, integration services, application communication protocols, and programming technologies.
- Extensive experience driving the software development life cycle (SDLC).
Nice To Haves
- Industry experience at a communications company, IT products company (such as a software company), or IT consultancy.
- Experience with agile, CI/CD, and ML/AI; ML/AI is identified as a significant plus.
Responsibilities
- Lead multiple managers and teams, fostering operational excellence and strategic alignment across operations support departments.
- Oversee delivery of technology solutions within the assigned portfolio and maintain alignment with business unit stakeholders.
- Govern the direction and lifecycle of supported technologies.
- Provide executive-level communication, technical strategy oversight, and financial and operational planning and management.
- Oversee software development, SaaS configurations, and support for applications and technologies developed in-house or acquired externally.
- Ensure adherence to technical and application development practices established for the IT organization.
- Establish strong management practices for system availability, performance, security, and lifecycle management.
- Contribute to the IT Director team and overall IT function, aligning IT practices, processes, and solution delivery with business strategy.
- Ensure consistent application of organizational processes, leadership expectations, and IT culture across teams.
- Ensure compliance with security and data privacy policies and standards within the role's scope.
- Manage third-party resources, including vendor selection, performance oversight, and adherence to TDS standards, specifications, and deliverables.
- Align technology capabilities and initiatives with business priorities to deliver measurable value.
- Oversee identification, prioritization, and delivery of solutions supporting business outcomes.
- Provide visibility into and escalate risks that may compromise projects or business value, and provide alternatives for in-flight adjustments.
- Lead the OSS lifecycle spanning service qualification, order orchestration, provisioning, activation, and service assurance.
- Lead automation and modernization initiatives to reduce manual work, improve provisioning speed, and increase operational scale.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k) plan
- Education assistance
- Paid time off, including vacation, sick leave, seven paid national holidays, and one floating holiday
- Paid parental leave
- Short-term disability coverage for associates scheduled to work 30 or more hours per week
- Long-term disability coverage for associates scheduled to work 30 or more hours per week
- Comprehensive well-being program
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What This Job Offers
Job Type
Full-time
Career Level
Director
