Service/Operations Director Telecom It Services (Uk Market)

Resumeset; Ireland; On-site; EUR 91,000 - 114,000; Full time

Job summary

A leading IT services firm is seeking a Service/Operations Director for its Telecom IT Services division, focused on the UK market. This senior-level role demands deep knowledge of the telecom industry, exceptional service governance skills, and the ability to manage high-profile client relationships. The successful candidate will drive service excellence, lead IT service delivery, and align with strategic business goals, ensuring customer satisfaction and operational efficiency. A competitive benefits package is offered alongside opportunities for growth.

Benefits

Health care

Pension

Access to training resources

Qualifications

• Experience in managing strategic customer relationships at the CXO level.
• Proven track record in telecommunications and service delivery management.
• Ability to lead complex service transformations and improvements.

Responsibilities

• Manage strategic customer relationships with BT leadership.
• Ensure adherence to SLAs and delivery timelines.
• Drive service improvements through best practices and innovation.

Skills

Client Engagement

Service Governance

Strategic Relationship Management

Telecom Industry Expertise

Education

ITIL v4 Managing Professional

Prince2 / PMP / Agile Delivery certifications

Telecom-specific certifications

Job description

Job Title:

Service/Operations Director Telecom IT Services (UK Market)

Location:

UK

Reports To:

ISU Head, TCS

Job Type:

Full-time | Strategic Customer-Facing Role

Role Summary:

As a Service/Operations Director for Telecom IT Services, you will act as the senior-most delivery and service management leader responsible for the British Telecom account. This role demands telecom industry expertise, strong service governance skills and the ability to manage strategic customer relationships at the CXO level. You will ensure seamless delivery of IT services, drive service excellence and lead service transformations to align with client business goals.

Key Responsibilities:

• Client Engagement & Relationship Management
• Serve as the strategic point of contact for BT leadership, including CIOs, MDs and Heads of Operations.
• Lead regular executive governance meetings, business reviews and transformation discussions.
• Anticipate client needs, proactively address challenges and ensure high customer satisfaction and retention.
• Represent delivery performance and strategic service outlook in client forums.
• Delivery Leadership & Service Operations
• Own and oversee multi-tower IT service delivery across application management, delivery and transformation programs within the BT account.
• Ensure 24x7 service operations, SLA adherence and seamless incident/problem/change management.
• Implement best practices in ITIL-based service management tailored for large-scale telecom environments.
• Strategic Governance & Transformation
• Align delivery and service operations with client-specific digital transformation roadmaps, especially in areas like OSS/BSS modernization and AI-led customer experience solutions.
• Develop and manage multi-year service strategies, ensuring agility and scalability.
• Engage in contractual governance, ensuring delivery terms, service obligations and compliance are met.
• Leadership & Team Management
• Foster a customer-centric, high-accountability culture across the team.
• Drive competency building in telecom-specific technologies and tools.
• Financial Oversight
• Drive cost efficiency while maintaining service quality and innovation.

Expectations & KPIs:

• Maintain strong CXO-level connects with Customer.
• Ensure SLA compliance across all services and critical incident recovery within contractual timelines.
• Deliver YoY productivity and service improvement benefits through automation, AI and operational maturity.
• Enable joint roadmap planning for telecom digital programs.
• Act as a trusted advisor, supporting account growth through proactive solutioning and transformation ideas.

Certifications Preferred:

• ITIL v4 Managing Professional
• Prince2 / PMP / Agile Delivery certifications
• Telecom-specific certs (e.g., TM Forum standards, TOGAF Telecom) are a plus

Rewards & Benefits

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network.

We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended). We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at [e-mail] if you would like to opt in.

If you are an applicant who needs any adjustments to the application process or interview, please contact us [e-mail] with the subject line: “Adjustment Request” or email [e-mail] to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.

Beware of Fraudulent offers

This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorized any third‑party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests! You can write to [e-mail] to report any fraudulent activity.

Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.

Join us and do more of what matters. Apply online now.