Head - Service Operations

Job DescriptionHead – Service Operations (GSMC)Function

Technology Operations / GSMC

Location

Gurgaon

Role Purpose

The Head – Service Operations (GSMC) will be responsible for leading customer-centric service operations, managing critical escalations for strategic Airtel Business customers, and ensuring superior service assurance performance. The role will drive operational excellence through governance, process standardization, service restoration effectiveness, vendor management, and continuous improvement initiatives to enhance customer experience and SLA adherence.

The incumbent will lead high-performing teams responsible for managing complex customer issues, driving resolution effectiveness, reducing chronic incidents, and ensuring seamless coordination across network, field, and vendor teams.

Key DeliverablesEscalation Management

• Lead and manage Level-3 escalations for Airtel Business customers.
• Drive timely resolution of critical customer-impacting issues within defined SLAs.
• Act as the single point of accountability for high-severity incidents and customer escalations.
• Ensure proactive stakeholder communication during service disruptions.
  
  

Customer Experience Management

• Ensure compliance with customer communication protocols and update commitments.
• Drive quality and timeliness of customer updates during incidents and outages.
• Monitor customer satisfaction and implement corrective actions to improve service perception.
• Enhance overall customer experience through proactive service management.
  
  

Service Operations Excellence

• Achieve Online Resolution Effectiveness target of 65% or higher.
• Ensure adherence to Resolution SLA with 90% cases resolved within 4 hours.
• Drive operational KPIs related to service assurance, fault management, and restoration performance.
• Monitor service trends and implement preventive actions to improve operational efficiency.
  
  

Governance & Process Standardization

• Serve as a key member of the governance team overseeing AB GSMC Operations.
• Drive adoption and compliance of SOPs, Desk Instructions (DIs), and operational frameworks.
• Institutionalize best practices through training programs and knowledge management initiatives.
• Leverage IVOICE and other digital tools for process enhancement and operational efficiency.
  
  

Chronic Incident Management

• Identify recurring service issues and drive permanent corrective actions.
• Lead cross-functional reviews and Root Cause Analysis (RCA) discussions.
• Reduce repeat incidents through structured problem management initiatives.
  
  

Vendor & Partner Management

• Manage operational performance of vendors and partner teams.
• Ensure vendor compliance with service delivery standards and SLAs.
• Drive accountability and continuous improvement through governance reviews.
  
  

Team Leadership

• Build, mentor, and develop high-performing service operations teams.
• Foster a culture of customer centricity, ownership, collaboration, and operational excellence.
• Drive talent development, succession planning, and employee engagement initiatives.
  
  

Key Performance Indicators (KPIs)

• Level-3 Escalation Resolution Performance
• Online Resolution Effectiveness (≥65%)
• Resolution SLA Achievement (90% within 4 Hours)
• Customer Satisfaction & Experience Metrics
• Chronic Incident Reduction
• Incident Closure Quality
• Communication Compliance
• Vendor Performance Scorecards
• Process Standardization Compliance
• Team Engagement & Productivity
  
  

Key CompetenciesFunctional Competencies

• Customer Communication & Escalation Management
• Service Assurance Operations
• Incident & Problem Management
• Vendor Management
• Customer Experience Management
• Network Operations Governance
• RCA & Chronic Incident Management
• SLA & KPI Management
• Operational Excellence
• Process Standardization
  
  

Leadership Competencies

• Strategic Thinking
• Team Building & People Leadership
• Stakeholder Management
• Decision Making Under Pressure
• Influencing & Collaboration
• Execution Excellence
• Customer Centricity
  
  

Education & Experience

Education

• B.E./B.Tech in Telecommunications, Electronics, Computer Science, Electrical Engineering, or related discipline.
• MBA preferred.
  
  

Experience

• 12-18 years of experience in Telecom Operations, Service Assurance, GSMC/NOC Operations, or Customer Service Operations.
• Proven experience in managing customer escalations and service assurance teams.
• Strong exposure to Airtel Business/Enterprise operations, governance, and vendor management.
• Demonstrated leadership experience in managing large operational teams and critical customer environments.
  
  

Success Profile

The ideal candidate should possess strong customer-facing communication skills, exceptional escalation handling capability, deep operational expertise, and a proven track record of driving service excellence while leading high-performing teams in a 24x7 telecom operations environment.

#BAL