Service Operations Lead: CX Excellence & AI-Driven Delivery

Openmind Networks Limited; Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

Openmind Networks Limited is seeking a Service Operations Lead to drive customer loyalty through proactive support, CICD updates, and AI-enabled service delivery. You will lead a technical team, coordinate with Customer Operations, and ensure high-performance support across Openmind products.

The ideal candidate brings customer-facing leadership, strong English communication, and a track record of delivering under pressure while coordinating across time zones.

Qualifications

• Customer facing experience with clients and ensuring satisfaction.
• Bachelor’s degree in CS/IT/Telecom or related field.
• 5+ years leading and managing a diverse client-facing team.
• Excellent English communication and presentation skills.
• Strong problem solving and deadline-driven delivery.
• Proven ability to influence stakeholders and manage relationships.
• Experience in project management and cross-functional collaboration.
• Willingness to adapt to varying time zones and schedules.

Responsibilities

• Lead a dedicated team to fulfil Openmind’s Support Services and drive customer loyalty.
• Host regular Support Review meetings with customers to track progress.
• Triage new tickets to assign correct expertise and adjust as needed.
• Collaborate with Customers to plan and implement CICD updates across applications.
• Monitor and operate SDLC steps for the Open Protect AI product family.
• Evolve people, process and technology to cover Open Core and OPAI product lines.
• Manage customer pipeline, identify escalations and define action plans.
• Contribute to proactive support initiatives using data analytics and AI capabilities.

Skills

Customer facing experience

Team leadership

Effective communication

Problem solving

Project management

Stakeholder management

Agile methodologies

English fluency

Time-zone coordination

Education

Bachelor's Degree in Computer Science, Information Technology, Telecommunications or relevant field

Job description

Openmind Networks Limited is seeking a Service Operations Lead to drive customer loyalty through proactive support, CICD updates, and AI-enabled service delivery. You will lead a technical team, coordinate with Customer Operations, and ensure high-performance support across Openmind products.

The ideal candidate brings customer-facing leadership, strong English communication, and a track record of delivering under pressure while coordinating across time zones.