Delivery Director – Telecommunications

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

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, Netcracker, Salesforce Communications Cloud) and downstream provisioning, inventory, and billing systems
• Ensure engagement teams define fallout taxonomies (data quality, network readiness, provisioning failure, third-party) and track KPIs such as fallout rate by order type, auto-heal rate, MTTR, and repeat fallout percentage
• Champion root-cause analysis for systemic fallout patterns across client engagements, ensuring delivery teams drive permanent fixes rather than one-off remediation
• Ensure OSS/BSS integration architecture on client engagements follows TM Forum Open API standards (e.g., TMF641, TMF640, TMF632, TMF639) and canonical SID/eTOM data models
• Stay current on the application of agentic AI to order management — autonomous fallout triage, intelligent order routing, and self-healing orchestration — to guide clients and delivery teams toward production-safe adoption

Operational Excellence

• Own and manage the regional delivery portfolio, including forecasting, planning, and revenue and margin achievement.
• Drive efficient utilization of global delivery resources, including collaboration with offshore teams.
• Engage with solution consulting teams to align scope, estimates, and staffing needs.
• Partner with Sales leaders to expand accounts, secure new logos, and drive bookings growth.

People Management

• Lead, coach, and mentor direct and indirect delivery team members across the region.
• Oversee career progression, hiring, and performance management for delivery talent.
• Foster a culture of collaboration, trust, and high performance.

Region Growth

• Participate in pre-sales customer meetings, deal reviews, SOW and RFP reviews for CSP opportunities
• In partnership with Sales, drive and influence bookings within new telecom logos and existing carrier accounts
• Collaborate with Sales to define standards for hand-off to delivery and alignment on customer expectations in line with SOW
• Align with Area Sales lead to help drive opportunities to meet bookings and revenue targets across the telecom vertical
• Accountable for portfolio growth KPIs: Bookings, Revenue Under Management, Gross Margin, and CSAT (specific targets provided separately)

Platform & Technology Landscape

Qualifications

Required

• 15+ years of experience in Professional Services or Consulting Delivery, with a significant portion spent serving Communications Service Providers (CSPs) or the broader Telecommunications, Media & Technology (TMT) industry
• 6+ years' experience with ServiceNow Telecommunications solutions: TSOM, CSM, TNI, FSM, and OSS/BSS integration
• Working knowledge of telecom operational processes and concepts — order-to-activate, trouble-to-resolve, service assurance, service fulfillment, and network inventory management
• Familiarity with TM Forum standards and frameworks (eTOM, ODA, SID) and TM Forum Open APIs (e.g., TMF641, TMF640, TMF632, TMF639), and how they map to ServiceNow's Telecom Service Management capabilities
• Carrier-grade background strongly preferred — experience delivering for large ILECs, CLECs, or MSOs (e.g., Lumen, AT&T, Verizon, Comcast, or equivalent) brings immediate domain credibility
• Working knowledge of order fallout and exception management concepts (fallout taxonomies, auto-heal rate, MTTR) and how agentic AI is being applied to order orchestration and fulfillment
• 5+ years of people management experience
• Deep knowledge of consulting and services delivery, and of portfolio management methodologies
• Broad understanding of the ServiceNow Domain areas, with depth in the Telecommunications industry vertical
• Strong written and verbal communication skills, able to engage credibly with CSP network operations, IT, and customer experience executives
• Ability to assess and mitigate risk, particularly for network-critical and customer-facing telecom systems
• Strong leadership capabilities; ability to lead and motivate multifunctional teams located across multiple time zones
• Ability to simplify complex, multi-domain OSS/BSS situations for both technical and executive audiences
• Financial knowledge; sales value training an asset

Preferred

• ServiceNow Telecommunications Service Management (TSM) Certification
• ServiceNow Certified Implementation Specialist – CSM, FSM, or Telecommunications
• TM Forum Frameworx certification (e.g., Open Digital Architecture / eTOM)
• 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

Core Competencies

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 [email protected]