Head of Operations & Support

Job Description

Job Title

Head of Delivery & Operations
Department
Professional Service & M&Ms
Position Type
Senior Leadership
Job Location
Remote (Poland/Romania)
Shift Timings
Regular
Work Mode
Remote
Industry Type
Telecommunications
Travel Required
Yes
Why Us?

Telarix enables telco and techco operators worldwide to scale their Voice, SMS A2P, RCS business messaging, cloud numbers and application enablement services. Telarix is committed to evolving with the wholesale ecosystem, connecting the world’s largest operators and their partners profitably and effectively. We provide our customers with innovative automated wholesale solutions simplifying decisions and operational tasks, allowing them to strengthen existing business and capitalize on new revenue opportunities.

Our success is built on diverse strengths across different teams, functions, and geographies summarised in our company values:

- Open collaboration

- Driving innovation

- Customer commitment

- Growth mindset

- Deliver results

Please visit our website to know more about us -
A Day in the Life of Head of Delivery and Operations

As the Head of Delivery & Operations you will be responsible for all things post sales including implementation/onboard, support, managed services, renewals and customer satisfaction. In this key role you will collaborate with Sales & Account Management on customer engagement management and lead generation. You will also collaborate with the Product / R&D team acting as the Voice of the Customer (VoC) to drive product and customer experience improvements. This role is a strategic leadership role responsible for defining, planning, and delivering exceptional customer experiences through professional services and operational excellence. This position ensures the successful deployment of solutions, 24x7 support coverage, and proactive operational assistance, driving customer satisfaction, retention, and commercial value across global markets.
So, how are we going to keep you busy?
Professional Services Leadership

- Evolve and execute the Professional Services strategy, ensuring profitable, on-time, and on-budget project delivery. Implement agile, auditable, and standards-compliant delivery processes.

- Oversee the full project lifecycle, from estimation and planning to execution and closure and maintain accurate resource planning, utilization, and billability metrics.

- Hire, coach, and develop a high-performing PS team with strong technical, commercial, and project management capabilities.

- Support sales and marketing efforts through proposals, RFPs, and thought leadership.

Operations Leadership

- Manage a high-performing global operations team to deliver 24x7x365 support and ensure SLA compliance, proactive issue resolution, and continuous improvement.

- Implement ITIL-based processes for streamlined, agile, and standards-compliant support. Drive automation and AI-based initiatives to enhance service delivery at scale.

- Create playbooks for customer engagement including performance analysis, feature/function adoption, business outcome tracking and value realization validation appropriate for each customer segmentation

- Collaborate with cross-functional teams to understand the critical role of customer success and ensure seamless coordination of all aspects of customer engagement and delivery of both projects and services

- Identify upsell and cross-sell opportunities, leveraging those with account management to create growth and depth of client engagement.

What will make you eligible for this role?

- Bachelor's degree in computer science, Engineering, or related field.

- 10+ years of leadership experience in customer facing a post sales role such as Customer Success, Professional Services Customer Support within a product technology or software environment.

- Hands-on experience with tools such as O365, Salesforce, CloudCoach or OpenAir, Jira and