Senior Director, Service Fulfillment

BCM One

Senior Director of Service Fulfillment at BCM One leading transformation of global service organization. Overseeing teams for number management, porting, and connectivity services with a focus on customer experience.

Posted 7/16/2026full-timeHerndon • Missouri, Pennsylvania, Virginia • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive leadership in telecommunications service delivery and operations, with a strong focus on process improvement, compliance, and stakeholder engagement. Proven ability to drive transformation initiatives and build a culture of accountability and customer focus across global teams.

Highest-signal resume keywords

Telecommunications ExpertiseServiceNow ImplementationKPI ManagementRegulatory ComplianceProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service DeliveryProcess ImprovementNumber ManagementSIP TrunkingVoIP TechnologiesVoice RoutingCircuit ProvisioningEscalation ManagementSTIR/SHAKEN RequirementsInventory Management

Soft Skills

LeadershipCommunicationProblem-SolvingOrganizational SkillsAdaptability

Tools & Technologies

ServiceNowPerformance ReportingQuality MetricsInternal Platform Integration

Industry Keywords

TelecommunicationsCustomer SupportOperational SuccessGlobal Service FulfillmentCenter-of-Excellence Model

Tech Stack

Tools & technologies

ServiceNowVoIP

About the role

Key responsibilities & impact

Lead and develop a global service fulfillment organization spanning the USA, UK, New Zealand, Philippines, and other international locations.
Serve as a transformational leader during a critical period of business modernization, helping unify established teams, standardize processes, and build a center-of-excellence model across the organization.
Lead service fulfillment's participation in strategic initiatives, including ServiceNow implementation, internal platform integration, and other modernization projects.
Establish and manage KPIs, SLAs, quality metrics, and performance reporting to ensure exceptional service delivery.
Serve as an escalation point for complex customer issues and critical service delivery challenges.
Partner cross-functionally with Product, Engineering, Network, and Sales teams to improve service delivery capabilities and customer outcomes.
Build strong relationships across the organization and influence stakeholders to drive change, process improvements, and operational priorities.
Develop a roadmap for creating greater consistency, scalability, and alignment across service fulfillment teams while fostering a culture of accountability, customer focus, and continuous improvement.
Ensure compliance with industry regulations, company policies, and security standards.
Build strong relationships with carriers, vendors, and internal stakeholders to drive operational success and deliver business outcomes.

Requirements

What you’ll need

Bachelor's degree in business administration, Information Technology, Telecommunications, or related field
10+ years of progressive leadership experience in telecommunications service delivery, operations, customer support, or related functions.
5+ years leading managers and multi-functional teams in a fast-paced environment.
Strong telecommunications expertise, including Domestic and international porting, Number management and inventory management, Connectivity services and circuit provisioning, SIP trunking and VoIP technologies, Carrier relationships and escalation management, Regulatory compliance and country-specific numbering requirements, Voice routing, SBCs, and call flow concepts.
Experience leading large-scale transformation initiatives, process improvement efforts, or enterprise platform implementations such as ServiceNow.
Strong understanding of STIR/SHAKEN requirements and their impact on customer onboarding and telecom operations.
Proven ability to build strong partnerships and influence stakeholders across technical and business teams.
Exceptional organizational, communication, project management, and problem-solving skills.
A proactive, adaptable leadership style with the ability to guide teams through change and ambiguity.

Benefits

Comp & perks

Competitive industry salaries
Comprehensive medical, dental, and vision insurance
Company-provided life and disability insurance
Matching 401 (k) plan
Employee Emergency Assistance Fund
Paid holidays and vacation time
FMLA