Senior Director, BSS Transformation

Why This Role Matters:

Vonage is transforming its business support systems across lead-to-cash, billing, rating, customer identity, account management, data, analytics and platform services. This role provides the senior direction and momentum to simplify and modernize that landscape - ensuring platform decisions support scale, resilience, commercial growth and customer experience.

Key Responsibilities:

Strategy & Roadmap:

• Define and own the BSS transformation roadmap, aligned to Vonage's commercial, operational and customer experience ambitions

• Translate business needs across lead-to-cash, billing, rating, identity, account management, data and platform services into clear priorities and design principles

• Challenge legacy ways of working and driving toward a simpler, more scalable and better-integrated future-state BSS landscape.
  
  

Governance & Change Management:

• Establish and lead transformation of governance, controls and decision-making mechanisms to keep execution aligned with approved strategy, scope, roadmap, and architecture

• Ensure a clear separation between transformation and BAU, while maintaining strong connectivity with operational teams on migration, adoption and change impacts.

Legacy Scope Management:

• Partner with the Sr. Director of BSS to ground the roadmap in the current-state landscape and enforce a firm boundary preventing net-new functionality being added to legacy systems - minimizing the delta the programme must close.

Budget & Risk:

• Own the transformation budget: forecasting, spend tracking, and ensuring investment decisions are aligned to priorities and business value

• Own risk identification, mitigation planning and escalation, ensuring risks are visible, assigned, and actively managed across workstreams.

Stakeholder & Senior Leadership

• Partner with Product, Engineering, Architecture, Operations, Finance, Sales and Commercial teams to align scope, sequencing, dependencies and delivery outcomes

• Act as the senior business and product voice for the transformation, connecting platform decisions to commercial impact, operational efficiency and customer value.

Vendor Evaluation:

• Lead vendor evaluation including RFPs/RFIs, evaluation criteria, response coordination and structured selection aligned to transformation objectives

• Drive measurable, time-boxed validation of vendor capabilities, integration feasibility and technical fit before platform commitments are made, ensuring decisions are evidence-based.

Process Transformation:

• Work with stakeholders across functions to identify, document and roll out end-to-end process changes required to support future-state BSS capabilities.
  
  

What You'll Bring:

Required:

• Senior experience leading large-scale BSS, OSS, lead-to-cash, billing, rating, CRM, identity or platform-services transformation programmes

• Ability to shape strategy, establish governance, align senior stakeholders, and turn ambiguous needs into clear priorities

• Hands-on experience in end-to-end business process transformation and re-engineering across multiple stakeholder groups, including change and adoption of ownership

• Strong understanding of enterprise SaaS and back-office systems: CRM, billing, rating, analytics, identity, APIs and integration architecture

• Proven ability to make trade-offs across scope, sequencing, investment, risk, technical debt and business value

• Credible with senior technical, product, commercial and operational stakeholders; able to influence without direct line authority.

Nice to Have:

• Background in telecoms, CPaaS, UCaaS, SaaS or other high-volume transactional technology environments

• Experience with systems migration, platform consolidation, acquisition integration or business process re-engineering

• Familiarity with scaled agile delivery, product operating models, transformation governance, data models, APIs and integration patterns.
  
  
  

How you'll benefit:

• Medical, Dental & Vision Insurance
• 401(k)
• Ericsson Care Line
• Discretionary Time Off (DTO)/Hourly Paid Time Off (PTO)
• Volunteer Time (VTO)
• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.

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