Director-Network Service Management and Operations Center of Excellence

TDS•Madison, WI

9d•Hybrid

About The Position

The Director-Network Service Management and Operations (NSMO) Center of Excellence (COE) is responsible for leading the strategy, execution, and continuous improvement of the systems and processes that enable end-to-end network service delivery. This leader serves as the IT steward for the platforms and data that define, manage, and operate the company’s network, ensuring they are reliable, scalable, and aligned to business priorities. The role requires ownership of the technology capabilities that translate network infrastructure into customer-facing services, with a strong emphasis on automation and operational excellence. This position oversees the full lifecycle of network service management, including service qualification, order orchestration, provisioning, activation, and service assurance. The Director ensures the seamless flow from customer order through service delivery and ongoing performance management, partnering closely with cross-functional teams. They are accountable for enabling accurate network inventory, efficient order processing, and proactive monitoring capabilities that support both customer experience and revenue realization. A key focus of the role is driving automation and modernization across network operations. The Director leads initiatives to reduce manual effort, improve provisioning speed, and increase scale through technologies such as integrations, application development, and process automation. They are responsible for identifying opportunities to streamline complex workflows, enhance data consistency, and improve operational efficiency while supporting ongoing transformation initiatives across fiber expansion, provisioning platforms, and network technologies. The IT Director also acts as a cross-functional leader who integrates efforts across the organization, and customer systems to deliver cohesive, end-to-end solutions. Success in this role requires strong leadership, the ability to operate across organizational boundaries, and a relentless focus on delivering high-quality, reliable services that directly impact customer satisfaction and business performance.

Requirements

Bachelors degree (or higher) -OR- 4+ years professional work experience.
8+ years’ experience with increasing levels of responsibility in application development and/or technology management.
4+ years’ experience leading projects.
5+ years management/supervisory experience.

Nice To Haves

Industry experience in a communications company, IT products company (e.g software company), or IT consultancy.
Proven ability to communicate complex technical issues effectively to business leaders.
Distill complex information to its most salient points for key decision-makers.
Proven leadership ability with attracting and retaining top technical talent.
Proven ability to effectively interact with peers to develop near-term and long-term strategies.
Proven ability to engender an innovation culture.
Established career in motivating and energizing talented IT professionals, while assuring a disciplined method of delivery low-defect software.
Experience with operating systems, database systems, integration services, application communication protocols, and programming technologies.

Responsibilities

Accountable for the performance and outcome of multiple managers and their teams.
Oversee delivery of technology solutions within the assigned portfolio.
Maintain alignment with business unit stakeholders and govern the direction and lifecycle of supported technologies.
Responsible for executive-level communication, technical strategy oversight, and financial and operational planning and management.
Responsible for the effective delivery and support of all applications/technologies developed in-house or acquired from external sources.
Ensure consistent adherence to technical and application development practices defined for the entire IT organization.
Ensure strong management practices are well-established as it relates to system availability, performance, security, and lifecycle management.
Accountable for contributing to the IT Director team and overall IT function.
Oversee alignment of IT practices, processes, and solution delivery with business strategy.
Ensure consistent application of organizational process, leadership expectations, and IT culture across teams.
Responsible for compliance with security and data privacy policies and standards within the scope of the role.
Ensure effective management of third-party resources, including vendor selection, performance oversight, and adherence to TDS standards, specifications and deliverables.
Accountable for aligning technology capabilities and initiatives with business priorities to delivery measurable value.
Oversee identification, prioritization, and delivery of solutions that support business outcomes.
Ensures visibility and escalation of risks that may compromise in-flight projects and/or threaten the realization of business value and is responsible for providing alternatives for in-flight adjustments.