Director-IT Operations Support System (OSS) and Center of Excellence (COE)
About The Position
The Director-IT Operations Support System (OSS) and Center of Excellence (COE) leads the strategy, execution, software development, and continuous improvement of systems and processes for end-to-end network service delivery. The role stewards the OSS platforms and data used to define, manage, and operate the company’s network, ensuring reliability, scalability, and alignment with business priorities. It owns technology capabilities that translate network infrastructure into customer-facing services, with a strong emphasis on automation and operational excellence. The position owns the full lifecycle of network service management, including service qualification, order orchestration, provisioning, activation, and service assurance. It ensures a seamless flow from customer order through service delivery and ongoing performance management, partnering with cross-functional teams to enable accurate network inventory, efficient order processing, proactive monitoring, and strong customer experience and revenue growth. The Director leads strategic automation and modernization across network operations, including initiatives to reduce manual effort, improve provisioning speed, and scale through integrations, application development, and process automation. The role identifies ways to streamline workflows, improve data consistency, and increase operational efficiency while supporting transformation 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 cohesive end-to-end solutions. The role is intended for a seasoned leader of multiple managers and their teams within OSS, 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 project leadership experience.
- At least 5 years of management or supervisory experience.
Nice To Haves
- Industry experience at a communications company, IT products company such as a software company, or IT consultancy.
- Ability to communicate complex technical issues effectively to business leaders and distill information to key points for decision-makers.
- Demonstrated ability to attract and retain 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 SDLC, agile, and CI/CD; ML/AI experience is a significant plus.
Responsibilities
- Lead the performance and outcomes of multiple managers and teams, fostering operational excellence and strategic alignment across operations support departments.
- Oversee delivery of technology solutions within the assigned portfolio and align with business-unit stakeholders on the direction and lifecycle of supported technologies.
- Provide executive-level communication, technical strategy oversight, and financial and operational planning and management.
- Oversee effective software development, SaaS configurations, and support for applications and technologies developed in-house or acquired externally.
- Ensure consistent adherence to technical and application development practices across the IT organization.
- Establish and maintain strong 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 compliance with TDS standards, specifications, and deliverables.
- Align technology capabilities and initiatives with business priorities to deliver measurable value.
- Oversee identification, prioritization, and delivery of solutions that support 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, including service qualification, order orchestration, provisioning, activation, and service assurance.
- Lead automation and modernization initiatives to reduce manual work, improve provisioning speed, and increase 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
