Head of Delivery & Operations

Why Us?

Telarixenablestelco andtechcooperators worldwide to scale their Voice, SMS A2P, RCS business messaging,cloudnumbersand application enablementservices.Telarixis committed toevolving withthe wholesale ecosystem,connecting the world’s largest operators and their partners profitably and effectively. We provide our customers with innovative automated wholesale solutions simplifying decisions and operational tasks, allowing them to strengthen existing business andcapitalize onnew revenue opportunities.

Our success is built on diverse strengths across different teams, functions, and geographies summarised in our company values:

• Open collaboration

• Driving innovation

• Customer commitment

• Growth mindset

• Deliver results

Please visit our website to know more about us -https://telarix.com/

A Day in the Life ofHead ofDelivery and Operations

As theHead ofDelivery & Operationsyou willberesponsible forall things post salesincluding implementation/onboard, support, managed services,renewalsand customer satisfaction. In this key role you will collaborate withSales & Account Managementon customer engagement management and lead generation. You will also collaborate with the Product / R&D team acting as the Voice of theCustomer(VoC)to drive product and customer experience improvements. This role isastrategic leadership role responsible for defining, planning, and delivering exceptional customer experiences through professional services and operational excellence. This position ensures the successful deployment of solutions, 24x7 support coverage, and proactive operationalassistance, driving customer satisfaction, retention, and commercial value across global markets.

So, how are we going to keep you busy?

Professional Services Leadership

• Evolve and execute the Professional Services strategy, ensuring profitable, on-time, and on-budget project delivery.Implement agile, auditable, and standards-compliant delivery processes.

• Oversee the full project lifecycle, from estimation and planning to execution and closureandmaintainaccurateresource planning,utilization, and billability metrics.

• Hire, coach, and develop a high-performing PS team with strong technical, commercial, and project management capabilities.

• Support sales and marketing efforts through proposals, RFPs, and thought leadership.

Operations Leadership

• Manage a high-performing global operations team to deliver 24x7x365 supportand ensure SLA compliance, proactive issue resolution, and continuous improvement.

• Implement ITIL-based processes for streamlined, agile, and standards-compliant support.Drive automation and AI-based initiatives to enhance service deliveryat scale.

• Create playbooks for customer engagement includingperformance analysis, feature/function adoption, business outcometrackingandvalue realization validationappropriate foreach customer segmentation

• Collaborate with cross-functional teams tounderstand thecriticalrole of customer successandensure seamless coordination ofall aspects of customer engagement and delivery of both projects and services

• Identifyupsell and cross-sell opportunities,leveragingthose with account management to create growth and depth of client engagement.

What will make you eligible for this role?

• Bachelor's degree in computer science, Engineering, or related field.

• 10+ years of leadership experience incustomer facinga post sales role such as Customer Success,Professional ServicesCustomer Supportwithin aproducttechnology or software environment.

• Hands-on experience with tools such as O365, Salesforce,CloudCoachor OpenAir,Jiraandclient ticket platforms such as Zendesk

• International experience working across diverse cultures and regions.

Experience, that will be an advantage:

• Knowledge or experience in International Voice and Messaging would be desirable

• Leading Transformation including Automation and AI plans.

• Managingand creating accountabilityacross remoteteams dispersed worldwide

What will make you the best-fit for this role?

• Evidence of CustomerChampionshipin yourpreviousroles

• Proven ability to lead and motivate large, geographically dispersed teams.

• Strongexpertisein project management, operational workflows, and processautomation &optimization.

• Excellent communication and stakeholder management skills.

• Strategic thinker with a results-driven mindset and ability to manage complexity.

• High adaptability and resourcefulness in dynamic, high-pressure environments.

• Strong financial acumen, including budgeting, cost control, and ratio analysis.

Language Requirements

• Fluency in English isrequiredfor this position.

• Spanishproficiencyis highly desirable.

• Frenchproficiencyis a plus.

• Knowledge of Portuguese or German is considered an asset.

Location & Travel

• 100% remote with occasional international travel (approx.30%).

Limitation and Disclaimer:

Thejobdescription is aimed to provide an overview of the overall type and level of work beingperformed for this role; itshouldn'tbe interpreted as a complete list of all obligations, responsibilities, and qualifications needed for the job.

In no way does this job description imply or say that these are the exclusive responsibilities of the employee holding this position. Anyadditionaljob-related instructions or tasks that are requested bythe managermust be completed bytheemployee.

Ready, set, apply!