Deputy General Manager - Network Operations & Support

Tata Communications; Chennai District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Tata Communications is seeking a Deputy General Manager - Shared Services to lead end-to-end delivery for international shared services operations. The role owns customer delivery, operational excellence, and financial performance, while driving NPS and growth opportunities.

The incumbent acts as the primary account owner, ensuring quality and productivity, and shepherds transitions and capability development across geographies. Work from office in Chennai.

Qualifications

• Bachelor's degree in computer science, telecommunications or related discipline; equivalent experience.
• PMP, ITIL or Lean Six Sigma certifications preferred.
• 20 years of experience in international delivery/shared services and managing large-scale operations.

Responsibilities

• Own end-to-end delivery for international client accounts.
• Serve as single point of accountability for operational performance.
• Lead governance reviews with customers and internal leadership.
• Drive service excellence while ensuring operational stability.
• Build trusted relationships with client stakeholders and leadership.
• Conduct Weekly, Monthly and Quarterly Business Reviews.
• Identify and implement automation opportunities for efficiency gains.

Skills

Delivery leadership

Governance & reviews

Customer engagement

NPS & metrics

Automation & process improvement

Education

Bachelor's degree in CS/Telecom or related field

PMP / ITIL / Lean Six Sigma certifications

Job description

Job Title

Job Title : Deputy General Manager - Shared Services

Location

Location : Chennai, India

Work Hours

• Work from office
• Public and festive holidays will follow Australian calendar.

Job Summary

Deputy General Manager Shared Services is responsible for leading end-to-end delivery for international shared services operations. This role owns customer delivery, operational excellence, financial performance, client engagement, and building the capability. The incumbent acts as the primary account owner, ensuring high Quality(99.5% and above) while driving productivity, gross margin, NPS and identifying the growth opportunities

Roles & Responsibility

Delivery Ownership:

• Own end-to-end delivery for assigned international client accounts.
• Serve as the single point of accountability for operational performance.
• Lead governance reviews with customers and internal leadership.
• Drive service excellence while ensuring operational stability.
• Build trusted relationships with client stakeholders across operational and leadership levels.
• Conduct Weekly, Monthly and Quarterly Business Reviews.
• Understand evolving customer requirements and translate them into operational improvements.
• Proactively manage customer escalations and ensure timely resolution with in TAT
• Drive NPS and long-term partnership growth.
• 100% achievement of Service levels and KPI's
• Identify and drive automation opportunities and achieve efficiency gains.
• Drive quick ramp-up and onboarding for new business.

Experience in handling transition for international customers.

• Identify new business opportunities, Provide Solutions to new opportunities.
• Develop delivery capabilities aligned to future customer requirements. ( Process Maturity, Cross skilling, Develop SME's and Next Gen leads)
• Work as Coach for leads and team ( Performance management, improve employee engagement and ESAT, implement the R&R programs, Succession Planning, etc)
• Drive Risk Management (ISMS, PIMS, Internal and external audits, compliance requirement)
• Experience leading large-scale engineering delivery programs.
• Experience in handling Fixed Access and core Networks

Educational Qualification & Experience

Bachelors degree in computer science, Telecommunications or a related discipline or equivalent experience. PMP or ITIL or Lean Six Sigma certifications preferred 1520 years of experience in international delivery / Shared services Experience managing international clients across multiple geographies. Demonstrated ownership of large-scale operations with financial accountability. Experience leading transitions, process transformations, and capability development.