Operations Service Lead

Telstra Corporation; Mumbai; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Telstra Broadcast Services in India seeks an Operations Service Lead to steer day-to-day delivery, performance, and continuous improvement of media operations across India. The role collaborates with global service delivery teams, engineering, product, and vendors to meet customer expectations and contractual commitments.

You will drive service excellence, manage operational risk, develop scalable processes, oversee incident management, and build strong relationships with customers and internal

Qualifications

• 8+ years experience in operations management or service delivery.
• Experience in telecom or broadcast operations is preferred.
• Strong governance, risk, and compliance understanding.
• Proven track record in process optimization.
• Experience managing suppliers and vendors.
• MBA or certifications like ITIL, PMP desirable.
• Bachelor's degree required.

Responsibilities

• Lead day-to-day delivery and performance of services.
• Monitor KPIs, SLAs, and customer experience.
• Coordinate with cross-functional teams and vendors.
• Drive continuous improvement and operational readiness.
• Identify and mitigate operational risks.
• Develop and implement standard operating procedures.
• Support governance activities and customer reviews.
• Escalate critical issues and manage incident response.

Skills

Operations management

Leading customer-facing teams

Service delivery

Process improvement

Risk management

Stakeholder management

Education

Bachelor's degree in Business/Engineering/Telecommunications

Job description

Employment Type Permanent

Job Title Operations Service Lead

Job Summary

The Operations Service Lead is responsible for leading the day-to-day delivery, performance, and continuous improvement of Telstra Broadcast Services media and broadcast operations across India, while supporting global service delivery across multiple regions and time zones. The role ensures services are delivered efficiently, reliably, and in line with customer expectations, contractual commitments, and business objectives by managing operational processes, stakeholder relationships, service performance, and operational risk. Acting as the key operational liaison between customers, service delivery teams, engineering, product, project, and vendor partners, the Operations Service Lead drives service excellence, operational readiness, process optimisation, and continuous improvement initiatives. The position plays a critical role in enhancing customer experience, improving operational efficiency, and supporting the sustainable growth and profitability of the business.

Responsibilities

• Lead and coordinate daily operational activities across global service delivery teams.
• Monitor operational performance, service reliability, and customer experience against agreed KPIs and SLAs.
• Ensure operational issues are identified, escalated, and resolved in a timely manner.
• Oversee operational readiness for new services, products, and customer deliveries.
• Drive service excellence through proactive monitoring and continuous service improvement initiatives.
• Develop and implement operational procedures, standards, and best practices.
• Ensure operational processes remain aligned with business objectives and customer requirements.
• Support incident, problem, change, and risk management processes.
• Identify opportunities to improve workflows, automation, efficiency, and service outcomes.
• Lead initiatives that enhance operational capabilities and reduce operational risk.
• Analyse operational data and trends to support business decision-making.
• Implement scalable processes that support business growth.
• Develop strong relationships with key customers and internal stakeholders.
• Support customer reviews and service governance activities.
• Act as an operational escalation point for critical customer issues.
• Ensure customer requirements are understood and incorporated into operational processes.

About You

• 8+ Experience in operations management, service delivery, managed services, telecommunications, broadcast operations, or technology services.
• Strong experience in leading customer-facing operational teams.
• Skilled in service recovery, customer escalation management, and operational prioritisation.
• Proven ability to drive process improvement, workflow optimisation, and operational excellence.
• Experience in operational risk assessment, mitigation, governance, and compliance.
• Strong capability in service performance management and continuous improvement.
• Experience managing suppliers, vendors, and outsourced service providers.
• Good financial awareness, including budgeting, forecasting, cost management, and expenditure control.
• Bachelor s degree in Business, Operations, Engineering, Telecommunications, Broadcast Technology, or a related discipline.
• MBA, ITIL, PMP, PRINCE2, Agile, or equivalent certifications are desirable.