Michael Paige
Website:
michaelpage.com
Job details:
- Opportunity to lead the service assurance function for a large telecom player
- Opportunity to lead a large team and work with senior stakeholders
About Our Client
The client is one of the largest telecom players and operate extensively in both the B2B and B2C space
Job Description
The key responsibilities are -
- Lead end-to-end Service Assurance operations for B2B customers, ensuring service reliability, SLA compliance, and superior customer experience.
- Define and execute the Service Assurance strategy and operating model aligned with business, customer, and technology priorities.
- Drive proactive monitoring, incident management, problem resolution, and service recovery to minimize customer impact and prevent issue recurrence.
- Manage critical customer incidents, providing decisive leadership and cross-functional coordination during service disruptions.
- Establish KPI and SLA governance frameworks, leveraging analytics and dashboards to improve operational performance and customer outcomes.
- Lead large, geographically distributed teams while building a high-performance culture through coaching, talent development, and accountability.
- Partner with Network, Technology, Product, Sales, Customer Experience, and external stakeholders to enhance service performance, retention, and operational excellence
The Successful Applicant
The successful applicant will be
- Proven leader with deep expertise, of atleast 15 years. in B2B Service Assurance, network operations, and enterprise customer management.
- Strong operator with a demonstrated track record of driving execution excellence and measurable business outcomes.
- Experienced in managing network architecture and NOC operations for a large organisation
- Decisive and resilient leader capable of managing critical incidents and complex operational environments under pressure.
- Customer-centric professional with a history of improving service quality, retention, and customer experience.
- Experienced people manager with the ability to lead large, multi-layered teams and build future leadership pipelines.
- Strategic thinker who combines strong technical understanding with data-driven decision-making and cross-functional influence.
What's on Offer
The candidate will get a chance to lead the service assurance operations for a telecom giant. S/he will get a chance to lead the team and ensure that service operations run smoothly.
Quote job ref: JN-092026-7097122
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