Client
A global telecoms technology business delivering software and operational solutions across wholesale voice and messaging services.
I am recruiting for a Head of Operations & Support to lead a global team (6-7 DRs) covering the operations and support function for international carrier customers. The position requires someone with strong carrier-side technical understanding who can lead a globally dispersed team, support customer queries and upgrades, and bring in more automation, self-service and data-driven support capabilities.
Key responsibilities;
- Lead and develop a global support/operations team
- Improve support quality, communication, and customer experience
- Work closely with internal teams to improve coordination and issue resolution
- Drive automation, process improvement, and smarter support workflows
- Use data and reporting to identify issues, improve SLA performance, and effectively run operations and support for large, global carriers
Key criteria;
- Strong experience in telecoms support and operations management
- Good understanding of the wholesale carrier environment
- Technical knowledge across support, troubleshooting, ticketing, and upgrades
- Experience improving support functions through automation and operational change
- Commercial awareness around cost control, customer retention, and profitability
This role will suit someone who combines carrier knowledge, technical credibility, and operational leadership, and who understands how to build a strong support experience in a telecoms environment, such as implementing automation systems.
This is an urgent hire and a great opportunity to make a visible impact in an established international business.