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

The posting, as NewRocket wrote it

Delivery Director – Telecommunications

Telco (OSS/BSS) | AI (Anthropic, OpenAI, etc.) | ServiceNow— TSOM, CSM, TNI, FSM

Function

Regional Delivery Director

Reports To

Area/Region VP Professional Services

Location

Regional / Hybrid

Travel

Up to 50%

Position Summary

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 is a delivery leadership role demanding a leader who can own client relationships, staff and govern engagements with the right technical depth, and ensure programs spanning TSOM, CSM, TNI, FSM, and OSS/BSS integration are delivered to telecom-grade SLAs. The ideal candidate brings working fluency in the order-to-activate and trouble-to-resolve lifecycle, credibility with CSP network operations and IT executives, and a forward-looking view on how agentic AI is changing order fallout remediation and service assurance.

Key Responsibilities

Delivery Leadership & Excellence

• Ensure 5-star quality delivery across telecom engagements, meeting the operational rigor CSPs expect for network-critical systems
• Develop a trusted relationship with telecom customer stakeholders to drive project success and future account growth
• Collaborate with the resourcing team to ensure project teams are staffed with the right depth of Telecom/OSS-BSS expertise for success
• Collaborate with the team to ensure the right ServiceNow TSOM, CSM, TNI, and FSM capability expertise is provided on the project
• Transition clients smoothly from the sales process to the delivery team including SOW (Statement of Work) reviews, defining project roles and responsibilities for kick off, and facilitating kick off preparation
• Maintain an active role on a subset of projects in a project oversight role including proactive engagement with customer network operations and IT executives, serving as an escalation point, ensuring compliance and quality delivery, and controlling billable and non-billable time
• Manage and resolve project escalations across the telecom portfolio as required
• Drive compliance and accountability to NewRocket methodology, delivery standards, and telecom industry frameworks (e.g., TM Forum eTOM/ODA)
• Collaborate with the Delivery Excellence team to ensure continuous improvements to the Delivery Excellence framework, incorporating telecom-specific lessons learned
• Ensure the adoption of AI in service delivery to improve productivity, quality and solutions.

Order Management & OSS/BSS Delivery Depth

• Oversee engagements spanning order data models, service catalog structures, and state machine logic, ensuring delivery teams keep order flow deterministic, auditable, and aligned with network provisioning capabilities across residential, business, and wholesale fiber service types
• Provide delivery oversight for integrations between OMS platforms (Amdocs, Oracle ASAP, Netcracke

[…]
rns multi-platform engagements from order capture through activation, driving out fallout at the root.

Carrier Domain Fluency

Brings credibility earned engaging network operations and IT executives at Tier 1/2 carriers.

Portfolio & Margin Management

Accountable for bookings, revenue, margin, and CSAT across an enterprise telecom portfolio.

Sales-to-Delivery Transition

Drives seamless handoff from Sales through SOW review, kickoff, and steady-state delivery.

People Leadership

Coaches and grows delivery talent across time zones within a high-performance, trust-based culture.

About NewRocket

NewRocket, a global, full-service Elite ServiceNow and Anthropic partner, helps the world's leading Communications Service Providers (CSPs) solve their toughest network, operations, and customer experience challenges and navigate change with confidence. NewRocket has been awarded the “2024 BEST Award,” “2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF),” “2023 ServiceNow Worldwide Customer Workflow Partner of the Year,” and “2023 ServiceNow Creator Workflow Partner of the Year.” We are #GoingBeyond. At NewRocket, people are not just the backbone; they're the heartbeat — we champion diversity, celebrate creativity, and support professional growth for individuals and teams.

Equal Opportunity

NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard. We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact hr.us@newrocket.com