Director-Network Service Management and Operations Center of Excellence

Overview

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting‑edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?

The candidate selected for this position must reside within a commutable distance of the TDS Telecom headquarters location in Madison, Wisconsin. Telecommute privileges are available to support a hybrid work schedule.

The Director‑Network Service Management and Operations (NSMO) Center of Excellence (COE) is responsible for leading the strategy, execution, and continuous improvement of the systems and processes that enable end‑to‑end network service delivery. This leader serves as the IT steward for the platforms and data that define, manage, and operate the company’s network, ensuring they are reliable, scalable, and aligned to business priorities.

The role requires ownership of the technology capabilities that translate network infrastructure into customer‑facing services, with a strong emphasis on automation and operational excellence.

This position oversees the full lifecycle of network service management, including service qualification, order orchestration, provisioning, activation, and service assurance. The Director ensures the seamless flow from customer order through service delivery and ongoing performance management, partnering closely with cross‑functional teams. They are accountable for enabling accurate network inventory, efficient order processing, and proactive monitoring capabilities that support both customer experience and revenue realization.

A key focus of the role is driving automation and modernization across network operations. The Director leads initiatives to reduce manual effort, improve provisioning speed, and increase scale through technologies such as integrations, application development, and process automation. They are responsible for identifying opportunities to streamline complex workflows, enhance data consistency, and improve operational efficiency while supporting ongoing transformation initiatives across fiber expansion, provisioning platforms, and network technologies.

The IT Director also acts as a cross‑functional leader who integrates efforts across the organization, and customer systems to deliver cohesive, end‑to‑end solutions. Success in this role requires strong leadership, the ability to operate across organizational boundaries, and a relentless focus on delivering high‑quality, reliable services that directly impact customer satisfaction and business performance.

Technology Leadership
:
Accountable for the performance and outcome of multiple managers and their teams. Oversee delivery of technology solutions within the assigned portfolio. Maintain alignment with business unit stakeholders and govern the direction and lifecycle of supported technologies. Responsible for executive‑level communication, technical strategy oversight, and financial and operational planning and management.

Technical Execution
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Responsible for the effective delivery and support of all applications/technologies developed in‑house or acquired from external sources. Ensure consistent adherence to technical and application development practices defined for the entire IT organization. Ensure strong management practices are well‑established as it relates to system availability, performance, security, and lifecycle management. Accountable for contributing to the IT Director team and overall IT function.

Oversee alignment of IT practices, processes, and solution delivery with business strategy. Ensure consistent application of organizational process, leadership expectations, and IT culture across teams. Responsible for compliance with security and data privacy policies and standards within the scope of the role.

Vendor Management
:
Ensure effective management of third‑party resources, including vendor selection, performance oversight, and adherence to TDS standards, specifications and deliverables.

Demonstration of Business Value
:
Accountable…