Associate Principal Service Delivery

About The Role

The Associate Principal – Service Delivery (WinOM-OSS) is a key internal-facing role within the Program Management function supporting the Service Delivery organization. This position helps advance process maturity, system adoption, operational reporting, and data-driven decision making across platforms including WinOM-OSS (UCOM), WinForce, Azure DevOps (ADO), and other support systems.

This role combines project leadership, business analysis, reporting development, data visualization, and governance of critical data warehouse tables. In this role, the selected candidate will partner with leaders, stakeholders, and cross-functional teams to translate business needs into clear requirements, actionable reporting, sustainable processes, and measurable outcomes.

Success requires strong ownership, sound judgment, clear communication, and the ability to manage multiple priorities in a deadline-driven environment.

Who Should Apply

This opportunity is intended for individuals who understand Service Delivery priorities and are ready to take a larger role in improving tools, reporting, and operational execution across the organization. It’s well suited for a detail-oriented problem solver who enjoys improving operational processes, building trusted reporting, working with technical and business partners, and turning complex requirements into practical solutions.

The ideal candidate is comfortable influencing without direct authority, communicating with leaders, and balancing strategic work with hands-on execution.

What You'll Do

• Support Service Delivery through research, reporting analysis, gap analysis, process improvement, escalation support, training, and special projects that help maintain workflow continuity and achieve monthly Key Performance Indicators
• Partner with leadership and cross-functional teams to lead strategic projects, remove barriers, and drive alignment from planning through execution
• Gather, define, validate, and document business requirements; translate requirements into clear deliverables, reporting outputs, and implementation plans
• Own process, system, and tool enhancement initiatives from intake through delivery, ensuring quality, usability, adoption, and measurable business value
• Facilitate stakeholder meetings, focus groups, and business reviews to identify needs, confirm priorities, and communicate progress, risks, and decisions
• Develop and maintain reports, dashboards, and data visualizations that provide accurate, actionable insight into Service Delivery performance
• Define, document, and maintain measures, KPIs, and reporting logic that connect business objectives to reliable quantitative metrics
• Support creation, governance, and maintenance of key data warehouse tables to improve reporting consistency, data quality, and long-term scalability
• Prepare and present findings, recommendations, project updates, and performance insights to leadership and business partners

Candidate Expectations

• Be prepared to discuss examples of process improvement, reporting development, stakeholder facilitation, or project leadership
• Highlight experience using data to solve business problems, improve visibility, or influence operational decisions

What You'll Need

• Bachelor’s degree in business, information technology, computer science, statistics, analytics, or a related field, or equivalent related experience
• Strong analytical and problem-solving skills
• Experience creating reports, dashboards, or visualizations using tools such as Tableau, SQL Server Reporting Services (SSRS), Power BI, or similar platforms
• Working knowledge of telecommunications Service Delivery processes, operational workflows, order lifecycle activities, or related support functions
• Ability to collaborate with key partners to understand, identify, and capture requirements
• Ability to work independently with minimal direction, manage large or complex projects through established procedures, and take initiative to resolve issues
• Strong verbal, written, facilitation, and presentation skills, including the ability to communicate goals, progress, risks, decisions, and deliverables clearly and timely
• Advanced Microsoft Office skills; ability to organize work, set priorities, and adapt to change in a fast-paced environment
• Demonstrated ability to build relationships, earn trust with stakeholders, and support change adoption across teams
• 5+ years of experience in the telecommunications industry, ideally with customer care, service delivery, and/or service assurance
• SQL skills demonstrated through data modeling and/or report view creation
• Experience with Agile methodologies
• Project management skills

Minimum Requirements

• College degree and 5–7 years of professional-level experience with 2–3 years of program management/project management experience; or 7+ years of professional-level related experience with 2–3 years of program management/project management;
• or an equivalent combination of education and professional-level related experience.

Compensation Range

The compensation range for this position is from $76,100 to $99,900. Our compensation approach is designed to be fair and competitive. Pay for this role is based on factors such as your experience, skills, education, and location.

Physical Tasks

• Standing Occasionally: 0-33%
• Walking Occasionally: 0-33%
• Sitting and Stationary: Continuously: 67-100%
• Bending: Occasionally: 0-33%
• Crouching: Occasionally: 0-33%
• Carrying: Occasionally: 0-33%
• Reaching: Occasionally: 0-33%
• Lifting - Lowering >1-15 lbs: Occasionally: 0-33%
• Repetitive Hand Action: Medium Dexterity: Continuously: 67-100%
• Fine Manipulating: Frequently: 34-66%
• Audio Visual Needs - Hearing: Continuously: 67-100%
• Near Vision: Continuously: 67-100%
• Far Vision: Occasionally: 0-33%
• Peripheral Vision: Occasionally: 0-33%

Equipment Used in Job Performance

• Computer
• Printer
• Fax
• Telephone
• Basic Office Supplies
• Copier