Managed Service Chief Operations Officer

We are seeking a highly experienced Managed Services Chief Operating Officer (MSCOO)
 to lead the end-to-end operations of our BSS managed services engagement with a major telecom operator. MSCOO will

drive operational excellence, lead digital transformation initiatives, ensure alignment with group-level programs, enforce telecom-grade security standards, and execute cost optimization strategies.

This is a critical leadership role requiring a deep understanding of 
telecom BSS systems
, 
managed services delivery
, 
operational transformation
, and 
strategic stakeholder engagement
.

Key Responsibilities:

·       End-to-End Service Delivery Management
 of BSS operations, including CRM, Billing, Charging, Order Management, Revenue Management, and Customer Care platforms.

·       
Drive Operational Excellence
 through robust performance management, process automation, continual improvement, and cost optimization.

·       
Strategic Customer Engagement
: Serve as the operational interface with C-level stakeholders of the telecom operator, ensuring high customer satisfaction and value-added service delivery.

·       
Governance Leadership
: Lead weekly/monthly CXO and Technology governance meetings, operational reviews, and performance deep dives.

·       
Service Transition & Transformation
: Lead transition programs, operational integration, and digital transformation initiatives including cloud BSS, AI/ML for ops efficiency, and DevOps/CI-CD practices.

·       
P&L Ownership
: Manage operational budget, resources, forecasting, and profitability.

·       
Risk Management
: Identify operational risks and lead proactive mitigation strategies.

·       
Cross-functional Collaboration
: Coordinate with technology, HR, finance, and delivery teams to ensure smooth business operations and customer engagement.

·       
People Leadership
: Manage and mentor a large-scale team of operations, ADM and project managers, engineers, and delivery specialists.

·       Drive and deliver transformation programs aimed at digitalization, process automation, cloud adoption, and agile ways of working.

·       Oversee and execute group-level strategic initiatives, ensuring alignment with regional/global programs and standards.

Required Qualifications:

·       Minimum 15 years of experience in telecom managed services, with at least 5 years in senior leadership roles (e.g., Head of Operations, MSCOO, Delivery Director).

·       Deep operational expertise in BSS domains
 (Billing, Charging, CRM, Mediation, Order Management).

·       Proven leadership in 
large-scale telecom managed services operations,
telecom transformation programs, digital BSS migrations, and large-scale managed services transitions.

·       Strong knowledge of 
ITIL, eTOM, TM Forum frameworks
.

·       Experience with 
SLA/KPI governance
, operations transformation, and 
service assurance
.

·       Knowledge of 
telecom security standards
 and best practices.

·       Strong understanding of 
cloud-native BSS
, 
microservices
, and 
DevOps
practices is a plus.

·       Experience with vendors like 
Huawei, Ericsson, Amdocs, Netcracker
, etc., is desirable.

·       Strong commercial acumen with exposure to P&L, cost control, and operational budgeting.

·       Executive-level stakeholder engagement, with excellent communication, negotiation, and leadership skills.

·       PMP, Six Sigma, or ITIL certifications preferred.

·       MBA will be an added advantage

Key Competencies & Attributes:

·       Strategic Thinking & Operational Execution

·       Customer-Centric Mindset

·       Data-Driven Decision Making

·       Crisis & Risk Management

·       People Leadership & Talent Development

·       Results-Oriented with Strong Commercial Acumen