Senior Director, BSS Transformation

01Why 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.

02Strategy & 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.

03Governance & 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.

04Legacy 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.

05Budget & 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.

06Stakeholder & 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.

07Vendor 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.

08Process Transformation

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

09Required

• 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.

10Nice 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.

11How 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.

#LI-KF1

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

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12Who we are

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.