Operations Service Lead

Location: Mumbai, Maharashtra
Department: Operations

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.

Requirements

• 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.
• 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.

What We Offer

• Performance-related pay
• Access to thousands of learning programs
• Global presence across 22 countries; opportunities to work where we do business
• Up to 26 weeks maternity leave provided to the birth mother with benefits for all child births
• Employees are entitled to 12 paid holidays per calendar year
• Eligible employees are entitled to 12 days of paid sick / casual leave per calendar year
• Receive insurance benefits such as medical, accidental and life insurances