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:

Private Medical Insurance: Adeslas

Group Pension Plan: Generali

Life Insurance and Group Personal Accident: VidaCaixa

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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