About the Role

Tarantula is seeking an experienced Head of Maintenance & Support to lead our global Operations & Maintenance (O&M;) function. As a member of the Senior Leadership Team, you will be responsible for service delivery, customer success, contract renewals, and operational and financial performance.

Key Responsibilities

· Lead and develop the global O&M; team of approximately 20 professionals.

· Ensure support and maintenance services meet SLA and customer satisfaction targets.

· Act as the senior escalation point for customer issues and coordinate resolution across teams.

· Build trusted relationships with customer stakeholders and lead governance discussions.

· Own maintenance contract renewals, commercial negotiations, and customer retention initiatives.

· Manage budgeting, forecasting, profitability, and resource utilization for the O&M; business.

· Drive operational excellence through automation, AI-enabled initiatives, and continuous improvement.

· Monitor service performance, risks, and business metrics while providing leadership reporting.

Qualifications





· 8+ years of experience in IT Services, Product Support, Application Maintenance, Software Delivery, or related fields.

· Proven experience leading enterprise customer support and mission-critical service operations.

· Robust background in customer success, service delivery, and operational governance.

· Experience managing contract renewals, commercial negotiations, and customer relationships.

· Demonstrated P&L; ownership including budgeting, forecasting, revenue management, and cost optimization.

· Experience leading globally distributed teams.

· Telecom industry experience preferred.

Key Skills

- Leadership and people management

- Customer relationship Management

- Service delivery and SLA management

- Escalation and incident management

- Commercial and financial acumen

- Contract negotiation and renewals

- P&L; management

- AI and automation strategy

- Risk management; decision-making

- Excellent communication skills

📌 Head of Maintenance & Support (India)
🏢 TARANTULA.NET
📍 India