VP Customer Exeprience (Telecom, 15+ yrs, Gurgaon)

Michael Page; Gurugram District; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Michael Page is partnering with a leading telecom client to appoint a senior leader who will own end-to-end Service Assurance for B2B customers. You will drive reliability, SLA adherence, and superior service experience while guiding a large, geographically distributed team and coordinating with senior stakeholders.

You will define the strategy, governance, and operating model, implement proactive monitoring, and lead incident response to minimize business impact and improve customer outcomes.

Qualifications

• Proven leadership with 15+ years in B2B Service Assurance, network operations and enterprise customer management.
• Strong track record of driving execution excellence and measurable business outcomes.
• Experience managing network architecture and NOC operations for a large organization.
• Decisive, resilient leader capable of handling critical incidents and complex operations under pressure.
• Customer-centric professional with history of improving service quality and customer experience.
• People manager able to lead large, multi-layered teams and build future leaders.
• Strategic thinker combining technical understanding with data-driven decisions and cross-functional influence.

Responsibilities

• Lead end-to-end Service Assurance for B2B customers, ensuring reliability, SLA compliance and strong customer experience.
• Define and execute the Service Assurance strategy and operating model aligned with priorities.
• Drive proactive monitoring, incident management, problem resolution and service recovery.
• Manage critical incidents with decisive leadership and cross-functional coordination.
• Establish KPI and SLA governance using analytics and dashboards to improve performance.
• Lead large, geographically distributed teams with coaching and accountability.
• Partner with Network, Technology, Product, Sales, CX and external stakeholders to enhance service performance.

Skills

Leadership

Incident management

Stakeholder management

Operations management

Data-driven decisions

Cross-functional collaboration

Tools

Analytics dashboards

Job description

• Opportunity to lead the service assurance function for a large telecom player
• Opportunity to lead a large team and work with senior stakeholders

About Our Client

The client is one of the largest telecom players and operate extensively in both the B2B and B2C space

Job Description

The key responsibilities are -

• Lead end-to-end Service Assurance operations for B2B customers, ensuring service reliability, SLA compliance, and superior customer experience.
• Define and execute the Service Assurance strategy and operating model aligned with business, customer, and technology priorities.
• Drive proactive monitoring, incident management, problem resolution, and service recovery to minimize customer impact and prevent issue recurrence.
• Manage critical customer incidents, providing decisive leadership and cross-functional coordination during service disruptions.
• Establish KPI and SLA governance frameworks, leveraging analytics and dashboards to improve operational performance and customer outcomes.
• Lead large, geographically distributed teams while building a high-performance culture through coaching, talent development, and accountability.
• Partner with Network, Technology, Product, Sales, Customer Experience, and external stakeholders to enhance service performance, retention, and operational excellence

The Successful Applicant

The successful applicant will be

• Proven leader with deep expertise, of atleast 15 years. in B2B Service Assurance, network operations, and enterprise customer management.
• Strong operator with a demonstrated track record of driving execution excellence and measurable business outcomes.
• Experienced in managing network architecture and NOC operations for a large organisation
• Decisive and resilient leader capable of managing critical incidents and complex operational environments under pressure.
• Customer-centric professional with a history of improving service quality, retention, and customer experience.
• Experienced people manager with the ability to lead large, multi-layered teams and build future leadership pipelines.
• Strategic thinker who combines strong technical understanding with data-driven decision-making and cross-functional influence.

What's on Offer

The candidate will get a chance to lead the service assurance operations for a telecom giant. S/he will get a chance to lead the team and ensure that service operations run smoothly.