Head of Maintenance – Support

This is a fully remote position, open to applicants in India.

📋 Description

• Lead and develop the international Operations and Maintenance (O&M) team consisting of around 20 professionals.

• Ensure that support and maintenance services achieve Service Level Agreements (SLA) and meet customer satisfaction goals.

• Serve as the primary escalation point for customer concerns and coordinate resolution efforts across various teams.

• Establish trusted relationships with customer stakeholders and facilitate governance discussions.

• Oversee maintenance contract renewals, engage in commercial negotiations, and drive customer retention initiatives.

• Manage budgeting, forecasting, profitability, and resource allocation for the O&M division.

• Promote operational excellence through automation, AI-driven initiatives, and ongoing improvements.

• Track service performance, risks, and business metrics while delivering leadership reports.

⛳️ Requirements

• A minimum of 8 years of experience in IT Services, Product Support, Application Maintenance, Software Delivery, or related areas.

• Demonstrated experience in leading enterprise customer support and managing mission-critical service operations.

• Strong expertise in customer success, service delivery, and operational governance.

• Proven experience in managing contract renewals, commercial negotiations, and customer relationships.

• Demonstrated ownership of Profit and Loss (P&L) responsibilities, including budgeting, forecasting, revenue management, and cost optimization.

• Experience in leading teams that are distributed globally.

• Preferred experience in the telecommunications industry.

• Strong leadership and people management skills.

• Proficient in customer relationship management.

• Expertise in service delivery and SLA management.

• Skilled in escalation and incident management.

• Strong commercial and financial acumen.

• Experience in contract negotiation and renewals.

• Proficient in P&L management.

• Knowledge of AI and automation strategies.

• Strong skills in risk management and decision-making.

• Excellent communication skills.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and training.

• Flexible work schedule and remote work options.

• Supportive work environment that values diversity and inclusion.