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This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Delivery & Operations based in India.
This leadership role is responsible for driving the end-to-end delivery and operational excellence of global customer solutions across a complex, high-scale technology environment.
You will oversee implementation, managed services, and ongoing customer operations, ensuring consistent, high-quality service delivery across multiple global accounts.
The position plays a critical role in aligning delivery execution with product strategy, ensuring new releases and solutions are operationally scalable and customer-ready.
You will lead distributed teams across delivery, support, and customer operations, fostering strong performance, accountability, and continuous improvement.
The role is both strategic and execution-focused, requiring a strong balance between operational governance, commercial outcomes, and customer satisfaction.
You will also manage escalations, strengthen executive-level customer relationships, and drive transformation initiatives across global delivery functions.
This is a high-impact leadership position in a fast-paced, growth-oriented environment focused on scalability and operational excellence.
Accountabilities:
- Own and lead end-to-end delivery of solutions from customer onboarding through steady-state operations and ongoing service management.
- Manage global teams across delivery, customer operations, and support functions, ensuring alignment and high performance.
- Drive operational excellence through standardisation, automation, process optimisation, and continuous improvement initiatives.
- Establish and govern delivery frameworks including KPIs, SLAs, reporting structures, and performance tracking systems.
- Partner closely with Product and R&D teams to ensure solution readiness, scalability, and alignment with roadmap priorities.
- Collaborate with Sales and Customer Success teams to ensure smooth customer transitions, lifecycle management, and satisfaction.
- Manage escalations, resolve critical customer issues, and maintain strong executive-level stakeholder relationships.
- Oversee cost efficiency, margin optimisation, and operational budgeting across delivery functions.
- Ensure compliance with internal risk, security, and audit standards, including ISO27001 and SOC1 requirements.
- Lead infrastructure oversight for new projects and contribute to defining policies ensuring security, integrity, and alignment with business needs.
Requirements:
- 10+ years of experience in delivery management, operations leadership, or service delivery roles.
- Proven track record of leading global, multi-functional delivery and operations teams at scale.
- Strong background in telecom, SaaS, managed services, or enterprise technology environments.
- Experience managing complex, multi-customer implementations and operational service models.
- Prior exposure to P&L ownership or operational budget management is highly desirable.
- Deep understanding of roaming industry workflows, including GSMA standards, TADIG/BCE, and wholesale settlement processes.
- Strong operational leadership skills with a focus on execution, structure, and delivery predictability.
- Ability to scale teams, processes, and delivery models across global environments.
- Strong commercial acumen with a focus on efficiency, margin improvement, and business growth.
- Excellent stakeholder management skills across internal teams and senior external customers.
- Data-driven mindset with strong analytical and problem-solving capabilities.
- Experience leading automation and digital transformation initiatives in operational environments.
Benefits:
- Competitive executive compensation package aligned with leadership responsibilities.
- Opportunity to lead global delivery operations in a high-growth, technology-driven environment.
- Exposure to large-scale international customers and mission-critical telecom/wholesale systems.
- Strong career progression opportunities within a global leadership structure.
- Hybrid or remote working flexibility depending on business needs.
- Leadership role with significant strategic influence and operational ownership.
- Opportunity to drive transformation, automation, and innovation across global operations.
- Inclusive, collaborative, and performance-driven culture focused on impact and growth.
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