HeadofDelivery&Operations

## Accountabilities Own and lead end-to-end delivery of solutions from customer onboarding through steady-state operations and ongoing service management. Manage global teams across delivery, customer operations, and support functions, ensuring alignment and high performance. Drive operational excellence through standardisation, automation, process optimisation, and continuous improvement initiatives. Establish and govern delivery frameworks including KPIs, SLAs, reporting structures, and performance tracking systems. Partner closely with Product and R&D teams to ensure solution readiness, scalability, and alignment with roadmap priorities. Collaborate with Sales and Customer Success teams to ensure smooth customer transitions, lifecycle management, and satisfaction. Manage escalations, resolve critical customer issues, and maintain strong executive-level stakeholder relationships. Oversee cost efficiency, margin optimisation, and operational budgeting across delivery functions. Ensure compliance with internal risk, security, and audit standards, including ISO27001 and SOC1 requirements. Lead infrastructure oversight for new projects and contribute to defining policies ensuring security, integrity, and alignment with business needs. Requirements: 10+ years of experience in delivery management, operations leadership, or service delivery roles. Proven track record of leading global, multi-functional delivery and operations teams at scale. Strong background in telecom, SaaS, managed services, or enterprise technology environments. Experience managing complex, multi-customer implementations and operational service models. Prior exposure to P&L ownership or operational budget management is highly desirable. Deep understanding of roaming industry workflows, including GSMA standards, TADIG/BCE, and wholesale settlement processes. Strong operational leadership skills with a focus on execution, structure, and delivery predictability. Ability to scale teams, processes, and de