Director-IT Operations Support System (OSS) and Center of Excellence (COE)

TDS•Madison, WI

About The Position

The Director of IT Operations Support System (OSS) and Center of Excellence (COE) leads the strategy, execution, software development, and continuous improvement of the systems and processes that support end-to-end network service delivery. The role serves as the IT steward for OSS platforms and data used to define, manage, and operate the company’s network, ensuring these capabilities are reliable, scalable, and aligned with business priorities. It owns technology capabilities across the network service management lifecycle, including service qualification, order orchestration, provisioning, activation, and service assurance, helping ensure a seamless process from customer order through delivery and ongoing performance management. The Director leads automation and modernization across network operations, identifying ways to reduce manual work, accelerate provisioning, improve scale, streamline workflows, strengthen data consistency, and improve operational efficiency. This includes supporting transformation initiatives involving fiber expansion, provisioning platforms, and network technologies. The role partners across organizational and customer systems to deliver cohesive end-to-end solutions that improve customer satisfaction and business performance. It is a seasoned people-leadership position overseeing multiple managers and teams, with a span of 80 or more associates across operations support departments. The Director is accountable for the performance and outcomes of multiple managers and their teams; delivery and lifecycle governance of technology solutions; executive communication; technical strategy; and financial and operational planning. The role oversees software development, SaaS configurations, and support for internally developed and externally acquired applications and technologies. It ensures consistent technical and application-development practices, effective management of availability, performance, security, and lifecycle, and compliance with security and data-privacy requirements. The Director also manages third-party resources and aligns technology initiatives with business priorities, measurable outcomes, and business value.

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.
Industry experience in a communications company, an IT products company such as a software company, or an IT consultancy.
Ability to communicate complex technical issues effectively to business leaders and distill complex information for key decision-makers.
Demonstrated leadership ability, including attracting and retaining technical talent.
Ability to work effectively with peers to develop near-term and long-term strategies.
Ability to foster an innovation culture.
Experience motivating and energizing IT professionals while maintaining disciplined delivery of low-defect software.
Experience with operating systems, database systems, integration services, application communication protocols, and programming technologies.
Extensive experience driving SDLC, agile, and CI/CD practices.

Nice To Haves

Experience with ML/AI; described as a significant plus.

Responsibilities

Lead the performance and outcomes of multiple managers and their teams across operations support departments, fostering operational excellence and strategic alignment.
Oversee delivery of technology solutions in the assigned portfolio and maintain alignment with business stakeholders while governing supported technologies’ direction and lifecycle.
Provide executive-level communication and oversee technical strategy, financial planning, and operational management.
Oversee software development, SaaS configurations, and support for applications and technologies developed in-house or acquired externally.
Ensure adherence to organization-wide technical and application-development practices and establish strong management of system availability, performance, security, and lifecycle.
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 and measurable business outcomes.
Oversee identification, prioritization, and delivery of solutions that support business outcomes.
Make risks visible and escalate risks that could compromise projects or business value, and provide alternatives for in-flight adjustments.
Lead OSS strategy, execution, software development, and continuous improvement for end-to-end network service delivery.
Oversee network service management capabilities spanning service qualification, order orchestration, provisioning, activation, and service assurance.
Lead automation and modernization initiatives to reduce manual effort, improve provisioning speed, increase scale, streamline workflows, improve data consistency, and increase operational efficiency.
Partner across organizational and customer systems to deliver cohesive, end-to-end solutions.

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 eligible associates scheduled to work 30 or more hours per week
Long-term disability coverage for eligible associates scheduled to work 30 or more hours per week
Comprehensive well-being program