Operations Service Lead

Overview

Lead 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.

What you'll do

• 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.

What you'll need

• 8+ years of 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.

Nice to have

• MBA, ITIL, PMP, PRINCE2, Agile, or equivalent certifications.

Details

• Employment type: Permanent.
• Location: Mumbai, Maharashtra.
• Closing date: 13 Nov 2026, 11:59pm.
• Performance-related pay.
• Background check required as part of the hiring process.