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

The role

The Telco Delivery Director is responsible for delivery, operational excellence, customer satisfaction, and portfolio growth across a portfolio of Communications Service Provider clients. This leader owns client relationships, manages staff, and governs engagements involving TSOM, CSM, TNI, FSM, and OSS/BSS integration.

What you will do

• Ensure 5-star quality delivery across telecom engagements
• Develop trusted relationships with telecom customer stakeholders
• Collaborate with resourcing teams to staff projects with Telecom/OSS-BSS expertise
• Transition clients from sales to delivery including SOW reviews and kickoffs
• Maintain project oversight and serve as an escalation point for customer executives
• Manage and resolve project escalations across the telecom portfolio
• Drive compliance to NewRocket methodology and telecom industry frameworks
• Ensure the adoption of AI in service delivery
• Oversee engagements spanning order data models and service catalog structures
• Manage the regional delivery portfolio including forecasting, planning, revenue, and margin

Required qualifications

• 15+ years of experience in Professional Services or Consulting Delivery serving CSPs or the TMT industry
• 6+ years experience with ServiceNow Telecommunications solutions: TSOM, CSM, TNI, FSM, and OSS/BSS integration
• Working knowledge of telecom operational processes including order-to-activate and trouble-to-resolve
• Familiarity with TM Forum standards and frameworks and TM Forum Open APIs
• Working knowledge of order fallout and exception management concepts and agentic AI application
• 5+ years of people management experience
• Deep knowledge of consulting and services delivery and portfolio management methodologies
• Broad understanding of ServiceNow Domain areas
• Strong written and verbal communication skills
• Ability to assess and mitigate risk for network-critical systems
• Strong leadership capabilities to lead multifunctional teams across multiple time zones
• Ability to simplify complex, multi-domain OSS/BSS situations

Nice to have

• Carrier-grade background delivering for large ILECs, CLECs, or MSOs
• ServiceNow Telecommunications Service Management (TSM) Certification
• ServiceNow Certified Implementation Specialist – CSM, FSM, or Telecommunications
• TM Forum Frameworx certification
• Agile, SCRUM, or PMP certification
• ServiceNow SPM Certification
• ITIL, TOGAF, Anthropic CCAF Certifications
• Exposure to BEAD-funded fiber programs or wholesale/open-access fiber OSS models
• Sales value training

About the company

NewRocket is a global, full-service Elite ServiceNow and Anthropic partner that helps Communications Service Providers solve network, operations, and customer experience challenges.