Telecom Operations Manager

Job Description: Account Manager Wi-Fi & In-Building Solutions
Location: Delhi
Experience Required: 7 to 10 years (minimum 5 years in telecom/Wi-Fi/IBS operations or client management)
Department: Operations / Client Relations
Reports To: COO / Head of Projects & Operations

Role Overview
The Account Manager Wi-Fi & In-Building Solutions (IBS) will serve as the primary representative of the organization for all activities related to Wi-Fi and IBS services at the Delhi site.

Key Responsibilities
Strategic Leadership

• Develop and execute a comprehensive account strategy to make the Delhi site self-sustained and operationally efficient.
• Provide strong leadership aligned with the company goals and long-term vision.
• Represent the company in senior-level client meetings.

Client Relationship Management

• Act as the single point of contact for the client regarding Wi-Fi and IBS services.
• Understand client requirements and coordinate internal responses.
• Build and nurture long-term client relationships.
• Address issues proactively and ensure timely resolution.
• Present periodic performance reports.

Cross-Functional Coordination

• Collaborate with Operations, Technical, HR, Finance, Procurement, and Admin.
• Facilitate structured communication between client and internal teams.
• Translate client inputs into actionable deliverables.

Service Delivery & Operations

• Oversee daily operations related to Wi-Fi and IBS.
• Ensure all SLAs are met.
• Monitor performance metrics, uptime, and user experience.
• Coordinate preventive maintenance, upgrades, and issue resolution.

Business Development Support

• Identify opportunities for account expansion.
• Support proposals, negotiations, and presentations.
• Contribute to strategic discussions to strengthen company presence.

Financial Management

• Oversee billing, payments, and collections.
• Track budgets and cost controls to ensure profitability.
• Provide forecasts and cost-saving recommendations.

Process & Quality Optimization

• Evaluate workflows and documentation.
• Implement SOPs and best practices.
• Drive continuous improvement using analytics.
  Team Leadership & Capability Building
• Lead and mentor site-level teams.
• Build a culture of accountability.
• Coordinate with HR and Technical teams for workforce planning.

Qualifications

• Bachelors degree in Electronics & Communication, Computer Science, Telecommunications, or related field.
• MBA preferred.
• Minimum 7 years of relevant experience with at least 3 years in client-facing telecom/ISP/IBS roles.
  Technical & Functional Competencies
• Strong knowledge of Wi-Fi, IBS/DAS, and network metrics.
• Understanding of SLAs and uptime management.
• Expertise in communication, escalations, and coordination.
• Proficiency in Excel, PowerPoint, and CRM tools.

Behavioral Competencies

• Strong leadership and interpersonal skills.
• Strategic mindset with operational focus.
• Excellent negotiation and problem-solving abilities.
• Ability to handle pressure professionally.
• High integrity and ownership.

Non-Negotiable Requirements

• Experience managing large infrastructure or technology accounts.
• Technical understanding of Wi-Fi, DAS, or digital connectivity.
• Ability to interface between clients and engineering/operations.
• Willingness to work onsite and manage 24/7 escalations.
  Why Join Us
  You will represent a leading connectivity provider, managing a high-visibility account. This role offers strong challenges and opportunities for growth.