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Tier-1 brand, metro location, and a broad senior operations role increase competition.
ITSM and service operations skills transfer across industries, but telco-scale experience is moderately preferred.
Senior leadership requires proven large-scale IT operations and stakeholder management, so filters will be strict.
Lead and manage end-to-end IT Operations Centre (ITOC) operations across multiple delivery centres, including Service Desk, Monitoring, Transformation Programmes, and Service Management functions.
Own operational excellence metrics including SLAs, KPIs, customer experience, service availability, cost optimisation, and budget management.
Drive continuous improvement and automation initiatives while managing stakeholder expectations and operational escalations across a globally distributed team.
Proven experience managing multiple Service Desk functions and large-scale operational IT environments.
Strong knowledge of Monitoring operations, Service Management practices, and transformation programme leadership.
Experience in stakeholder management with senior leadership and Service Owners.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced leader with strategic capabilities in overseeing globally distributed IT Operations Centres combining operational governance and transformation delivery.
Skilled in managing complex operational environments focusing on service stability, performance management, and automation-driven continuous improvement.
Strong cross-functional stakeholder engagement and executive communication expertise to influence leadership and service owners.