Job Description

IT Operations Head – Telco

Location:  Pune

Role Overview

Sole ownership of IT Operations for one of our largest Tier-1 telecom accounts in Europe, US and APAC , spanning Applications (BSS/OSS), Cloud & Infrastructure, Cybersecurity, Observability/AIOps, ITSM,— a 140+ FTE offshore organization. 

We want a builder-operator — someone who will personally lead the service uplift plan, get the team's capability and culture right, and push automation/AIOps hard enough that it actually changes the numbers. Equally, this person needs to be comfortable outside the IT conversation: sitting with the client's business and customer-experience stakeholders, understanding what "good" looks like for their end customers, and shaping IT operations decisions around that — not just SLA compliance, but a client that feels genuinely well served.

If you've done this before — taken over a large, high-visibility telecom account, put your own hands on the recovery, and left it materially better — this is that role again, at a bigger scale.

Mandatory Requirements

•     Telecom IT/BSS-OSS depth, not network engineering: hands-on experience running IT operations for telecom BSS/OSS applications, cloud/infra, and ITSM — candidates with a pure telecom network operations  background do not meet this requirement.

•     18–20+ years in IT services / managed services, with at least 8–10 years in a senior operations leadership role (Ops Head / Service Delivery Director level or equivalent), not a mid-level delivery manager.

•     Proven experience leading a large offshore delivery organization of 140+ FTEs across multiple streams (Apps, Infra, SecOps, etc) — must show direct, verifiable ownership of a team at this scale.

•     Multi-geography telecom client exposure — has directly managed or supported telecom operators in at least two of: APAC, Europe, US.

•     Demonstrated track record of service uplift — has personally led performance turnaround on a large telecom account facing challenging SLAs (recovery planning, MIM/RCA overhaul, rebuilding client trust).

•     Comfortable operating beyond IT — can engage the client's business and customer-experience stakeholders directly, not just the CIO/CTO organization.

•     Hands-on AIOps/automation driver — has led (not just endorsed) adoption of AIOps, observability tooling, and automation/self-healing to reduce MTTR, incident volume, and cost.

•     Strong executive presence with proven P&L ownership and Senior director level stakeholder management.

Key Responsibilities

•     Own 24x7 IT operations delivery and SLA/KPI/XLA performance across the full stack; be the escalation point for major incidents and drive proactive, prevention-led operations.

•     Lead and execute the service uplift plan where SLAs are under pressure — hands-on, not delegated.

•     Engage directly with client business and customer-experience teams — not just IT — to understand end-customer impact and shape operations priorities accordingly.

•     Build, restructure and upskill the delivery organization (140+ FTEs); strengthen the leadership bench and succession pipeline.

•     Drive AIOps, observability, and automation adoption to modernize operations toward predictive/autonomous operations.

•     Own the client relationship at director level; run governance forums, service reviews, and transformation discussions.

•     Own P&L for the operations portfolio; deliver productivity gains, automation ROI, and support renewals/growth.

•     Represent the organization in audits, CSAT, and governance/compliance forums.

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