Role

General Manager & Head – Service Modeling & Management

Function / Department

Technology

Location

Pune

Job Purpose

Lead the Service Modeling & Management function for PAN India Mobility Services with end-to-end accountability for service assurance, customer experience, service performance governance, service modeling, service analytics, and operational excellence.
The role is responsible for defining and governing service models across Mobility, Enterprise, Digital, and Core Network domains by correlating network KPIs, customer experience indicators, service dependencies, and business impact. The incumbent will drive a customer-centric operational framework that enables proactive issue detection, faster restoration, predictive service assurance, and continual service improvement across the telecom ecosystem.

Key Result
Areas/Accountabilities

1. Service Modeling & Service Architecture

Define and maintain end-to-end service models for Mobility services.
Establish service dependency mapping across RAN, Transport, PACO, Cloud, IT and Digital platforms.




Develop customer journey-based service models and experience frameworks.
Create service hierarchy, topology correlation and impact analysis models.
Build service-aware operational frameworks for proactive service assurance.

2. End-to-End Service Management

Own PAN India service health governance across Voice, Data, SMS, VoLTE, VoWiFi, Roaming and Digital Services.
Ensure service performance and availability meet customer and business expectations.
Drive proactive identification of service degradation and customer impact.
Lead service restoration and service recovery governance.

3. Customer Experience & Service Assurance

Define and govern Service KPIs, KQIs, SQIs and Customer Experience Metrics.
Introduce customer-centric monitoring and service quality frameworks.
Drive improvement in service experience through correlation of network, service and customer KPIs.
Reduce customer-impacting incidents through

📌 GM -Head -Service Modeling & Mgmt (Pune)
🏢 Vodafoneidea
📍 Pune