Senior Director, BSS Transformation

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. 

• 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. 
  
  

• 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. 

• 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. 

• 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. 

• 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.

• 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. 

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.