Operations Lead / Senior Service DeliveryManager

Role Overview

The Operations Lead / Senior Service Delivery Manager strengthens operational governance and oversight across day-to-dayservice delivery and incident management. This role provides the strategicmanagement bandwidth required to support expanding project volumes, systemenhancements, and business growth, while ensuring seamless service continuityand executive stakeholder engagement.

Responsibilities

Operational Leadership & Governance

• Direct, mentor, and align the IT Operations team to ensure high performance and operational excellence.
• Establish and maintain robust operational governance frameworks, standard operating procedures, and business continuity plans for critical management functions.
• Partner with executive leadership to optimize capacity, support expanding change requests, and provide management bandwidth for strategic business growth.

Service Delivery & Performance Management

• Monitor service performance against contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), driving continuous quality improvements.
• Prepare and present service reports, operational updates, and strategic recommendations directly to internal executive management and client CxO-level stakeholders.
• Conduct resource allocation and operational planning to balance team capacity and optimize service coverage.

Incident Management & Operations

• Oversee day-to-day incident management processes to guarantee prompt resolution and minimize business impact.
• Drive post-incident reviews by validating Root Cause Analyses (RCAs), tracking lessons learned, and implementing systemic preventive measures.
• Coordinate planned maintenance for critical customer services to mitigate risk and prevent disruption.

Stakeholder & Vendor Management

• Manage proactive customer communications across the entire service lifecycle, maintaining clear updates and engagement.
• Supervise third-party vendors and service partners to ensure strict adherence to operational standards and SLAs.

Candidate Requirements

Qualifications & Experience

• Minimum 10 years of experience in Telecom IT, with demonstrated expertise in either OSS (Operations Support Systems) or BSS (Business Support Systems).
• Proven track record of managing IT Operations teams and delivering operational presentations to client and internal CxO-level executives.
• Deep expertise in SLAs, KPIs, service reviews, and resource planning. ITIL certification or practical ITIL-based service improvement experience is preferred.
• Willing and available to travel regionally on short notice.