Operations Manager

As the Operations Manager, you will oversee account operations, serving as the single point of contact for customer teams in managing escalations and ensuring alignment with contractual SLA and KPIs. You will lead service delivery teams to identify and drive continuous improvements, manage customer contracts, and facilitate effective communication between stakeholders. Your role involves analyzing operational risks, implementing service enhancement strategies, and fostering strong relationships to build trust with customers. Successful candidates will have a strong background in service operations, excellent communication skills, and a drive for customer satisfaction and operational excellence.

• Manage account operations as the primary contact for regional customer teams.
• Ensure adherence to contractual SLA, KPIs, and OLAs, while meeting performance targets.
• Lead internal and external escalations regarding incident, problem, and change management.
• Identify service issues and implement improvements through proactive governance.
• Oversee monthly KPI reporting and customer negotiation efforts.
• Facilitate service improvement initiatives across departments for optimized delivery.
• Build and maintain strong customer relationships, managing conflicts with a technical focus.
• Analyze operational risks and develop mitigation strategies in collaboration with stakeholders.

Must-Have:

• Graduate or Master's with 12 plus years of experience delivering services of large scale MS operations in key/lead role, preferred 5+ years in a customer facing role.
• Expertise in Core technologies, especially IMS Core, SDM, IP and across multiple technologies (e.g. 2/3/4G/5G, Tx, Core, Cloud, etc).
• Experience in cost management and service reporting.
• Fluency in English, both written and spoken.
• Proven track record of managing service delivery performance and contract commitments.
• Experience in business case development for network solutions

Nice-To-Have:

• ITIL certification with expertise in Incident, Change, and Problem Management.
• Presentation and negotiation skills to engage effectively with stakeholders.
• Knowledge of preventative maintenance practices within the MS Blueprint Operating Model.