Sr Manager, Global Service Operations

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview

This role provides senior operational leadership across the APAC region for Global Service Operations, ensuring TNS Payment Services deliver high availability, strong performance, and excellent customer experience. The position acts as the senior local authority for incident management and operational governance, aligning operational execution with customer success and account management outcomes. It also leads the Client Service Management team.

Responsibilities

Key Responsibilities:

• Lead, develop, and motivate a multi-country team, ensuring high engagement and strong performance.
• Position the operations function as a value-creating, revenue-protective part of the business.
• Build relationships and manage stakeholders effectively.
• Ensure customer satisfaction throughout lifecycle, including proactive communication and service governance.
• Oversee customer service reviews, SLA adherence, and operational reporting.
• Act as senior representative in customer, partner, and regulatory meetings.
• Oversee incident management, including acting as Incident Commander for Sev 1 events and leading post-incident reviews.
• Drive continuous improvement, reduce repeat incidents, improve MTTR, and support automation and root-cause analysis.
• Manage cross-team collaboration with Business, Network Operations, Service Delivery, and Product.
• Own all service reporting, analytics, operational insights, and KPI governance.
• Ensure regional customer and supplier information is organised and accessible.
• Occasional travel for customer and internal engagements.

Qualifications

Desired Competencies:

• Strong technical understanding of Payments/Telecoms environments.
• Excellent service management, SLA understanding, and customer-value mindset.
• Leadership traits: resilience, initiative, communication, conflict management, influencing, decision-making.
• Ability to plan, organise, manage tasks, design solutions, and measure value delivery.
• Strong presentation skills and executive interaction capabilities.

Desired Experience:

• 10+ years in operational service delivery within Telecoms or Financial Services.
• 10+ years in Payments or Telecoms industry.
• Customer Service Management in an ITIL environment.
• Strong analytical skills, with the ability to interpret complex data and make informed decisions.
• Experience with SLAs, process documentation (e.g., Six Sigma), telecom carrier operations, and MS Office tools.
• Knowledge of telecom carrier processes, products, ordering tools, and technologies used for circuit provisioning and quoting
• Knowledge and experience of Microsoft Office applications including Word, Excel, PowerPoint, Project.

Education and Training:

• ITIL Foundation and Intermediate Certified
• Degree level education

Benefits we provide:

• Hybrid Working
• Paid Parental Leave
• Study Assistance/Allowance
• Employee Assistance Program
• Income Protection Insurance
• Novated Lease Service
• and many more...

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.