IT Operation Head- Telco

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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Mandatory Skills: Delivery Management .

Experience: >10 YEARS .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.