Senior Director, BSS Transformation

Join Vonage and help us innovate cloud communications for businesses worldwide! 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 c