GM -Head -Service Modeling & Mgmt

Role General Manager & Head – Service Modeling & Management Function / Department Technology

Location Pune

Job Purpose Lead the Service Modeling & Management function for PAN India Mobility Services with end-to-end accountability for service assurance, customer experience, service performance governance, service modeling, service analytics, and operational excellence.

The role is responsible for defining and governing service models across Mobility, Enterprise, Digital, and Core Network domains by correlating network KPIs, customer experience indicators, service dependencies, and business impact. The incumbent will drive a customer-centric operational framework that enables proactive issue detection, faster restoration, predictive service assurance, and continual service improvement across the telecom ecosystem.

Key Result Areas/Accountabilities

• Service Modeling & Service Architecture
• Define and maintain end-to-end service models for Mobility services.
• Establish service dependency mapping across RAN, Transport, PACO, Cloud, IT and Digital platforms.
• Develop customer journey-based service models and experience frameworks.
• Create service hierarchy, topology correlation and impact analysis models.
• Build service-aware operational frameworks for proactive service assurance.
• End-to-End Service Management
• Own PAN India service health governance across Voice, Data, SMS, VoLTE, VoWiFi, Roaming and Digital Services.
• Ensure service performance and availability meet customer and business expectations.
• Drive proactive identification of service degradation and customer impact.
• Lead service restoration and service recovery governance.
• Customer Experience & Service Assurance
• Define and govern Service KPIs, KQIs, SQIs and Customer Experience Metrics.
• Introduce customer-centric monitoring and service quality frameworks.
• Drive improvement in service experience through correlation of network, service and customer KPIs.
• Reduce customer-impacting incidents through predictive analytics and proactive actions.
• PACO Service Modeling & Governance
• Develop service models for Packet Core, CS Core, IMS/VoLTE, IN, SDM, UDR, PCRF and Cloud domains.
• Correlate network performance, alarms, faults and customer experience into unified service views.
• Drive service impact analysis and prioritization based on business criticality.
• Lead service performance reviews and improvement programs across PACO domains.
• Service Analytics, AI & Automation
• Drive AI-based service assurance and intelligent service management frameworks.
• Develop predictive models for service degradation detection and prevention.
• Establish automation for service correlation, root-cause identification and impact analysis.
• Implement advanced analytics dashboards and executive service health views.
• Incident, Problem & Knowledge Management
• Lead Major Incident governance and service recovery management.
• Drive problem management through root cause elimination and preventive actions.
• Institutionalize service knowledge repositories and best practices.
• Drive continual service improvement through data-driven insights.
• Stakeholder & Vendor Management
• Collaborate with Planning, Engineering, Operations, IT, Product and Circle teams.
• Lead service governance forums with Managed Service Partners and vendors.
• Drive service-centric operational improvements across technology domains.
• Present strategic service performance insights and recommendations to senior leadership.
• Operational Excellence & Compliance
• Ensure ITIL-aligned Incident, Problem, Change and Service Management processes.
• Drive compliance with regulatory, security and organizational standards.
• Lead transformation initiatives focused on automation and operational efficiency.
• Establish service governance and performance review mechanisms.
• People Leadership
• Build and lead a high-performing Service Modeling & Management team.
• Develop service management, analytics and automation capabilities.
• Foster innovation, collaboration and customer-centric culture.
• Drive succession planning and talent development.

Core Competencies, Knowledge, Experience Experience

• 12-15+ years of Telecom Operations, Service Assurance or Performance Management experience.
• Minimum 5+ years in leadership role within Service Assurance, PACO, Core Network or Mobility Operations.
• Proven experience in Service Modeling, Service Management and Customer Experience functions.
• Experience managing PAN India operations and service governance environments.

Technical Expertise

• Strong knowledge of:

• PACO (Packet Core, CS Core, IMS, VoLTE, IN, UDR, SDM)

• RAN, Transport and Cloud architectures

• Service Assurance Platforms

• Telecom Service Flows and Signaling

• AI/ML-driven Operations

• Customer Experience Management

• Service Dependency Modeling

• Analytics & Observability Platforms

Leadership Competencies

• Strategic Leadership
• Service Management Excellence
• Customer-Centric Thinking
• Technology Transformation
• Stakeholder Management
• Vendor Governance
• Program Management
• Change Leadership

Must Have Technical / Professional Qualifications

• B.E./B.Tech in Electronics, Telecommunications, Computer Science or equivalent.
• ITIL Certification preferred.
• Strong understanding of Telecom Service Assurance and Service Management Frameworks.
• Expertise in PACO, VoLTE, IMS and Mobility Services.
• Experience with AI, Analytics and Automation platforms.
• Strong business, customer experience and service governance acumen.

Success Metrics

• Service Quality Index (SQI)
• Customer Experience Index (CEI)
• Service Availability
• KQI Achievement
• Customer Complaint Reduction
• Major Incident Reduction
• MTTR Improvement
• Service Model Coverage
• Automation Adoption
• Predictive Detection Accuracy
• SLA Compliance
• Service Governance Effectiveness
• Digital Transformation Index