Head of Network Operations

We are looking for a "NOC -Delivery & transformation: head for our global IT services provider

Location: Chennai/Hyderabad

20-25 years of managing NOC projects in the IT service Industry and presales and solutions experience.

Role Overview

multiple teams

deep experience from IT Services

Key Responsibilities

1. NOC Operations & Service Delivery

• Lead 24x7 NOC operations with responsibility for overall service delivery and operational governance.
• Manage

  multiple functional teams

  including NOC engineers (L1–L3), backend support, and field engineering teams.
• Ensure SLA adherence, proactive monitoring, incident governance, and service assurance.
• Drive core NOC processes through

  ServiceNow.

2. Digital Transformation & Modernisation

• Lead digital transformation initiatives including automation, AI Ops enablement, workflow digitization, and dashboarding.
• Oversee hardware refresh/lifecycle upgrade programs and modernization of network environments.
• Promote automation-first and efficiency-driven operations.

3. Customer and Stakeholder Management

• Act as senior point of contact for customers on service delivery, escalations, and transformation programs.
• Lead QBRs/MBRs, executive-level reviews, and performance governance.
• Partner with customers to design improvement roadmaps and enhance service maturity.

4. Delivery Governance & Quality Management

• Establish delivery frameworks, operational policies, and governance models aligned to ITIL principles.
• Oversee Major Incident Management (MIM), RCAs, and preventive improvement plans.
• Ensure continuous improvement and operational excellence across all service lines.

5. Leadership Across Multiple Teams

• Lead, mentor, and manage

  multi-location and multi-functional teams

  across NOC, engineering, and field operations.
• Build capability frameworks, succession plans, and skill development programs.
• Drive a culture of accountability, high performance, and customer-centricity.

6. P&L & Financial Management

• Own P&L for NOC services including budgeting, forecasting, and cost optimization.
• Improve margins through automation, resource optimization, and efficiency strategies.
• Support commercial discussions on renewals, expansions, and new engagements.

Required Skills & Experience

• 22–25 years of experience in

  IT Services industry

  , specifically in NOC operations, managed services, and service delivery leadership.
• Strong knowledge of ServiceNow-based operations and ITIL frameworks.
• Demonstrated experience in digital transformation, automation, and modernization programs.
• Proven leadership in managing multiple teams across different functions.
• Strong customer management, communication, and crisis leadership capabilities.
• Conceptual understanding (not hands-on) of enterprise network domains—routing, switching, firewall, MPLS.

Preferred (Good-to-Have)

• ITIL v4
• Experience in automation/AI Ops initiatives
• Experience with enterprise service delivery for global customers