About Our Client

The client is one of the largest telecom players and operate extensively in both the B2B and B2C space

Job Description

The key responsibilities are -
- Lead end-to-end Service Assurance operations for B2B customers, ensuring service reliability, SLA compliance, and superior customer experience.
- Define and execute the Service Assurance strategy and operating model aligned with business, customer, and technology priorities.
- Drive proactive monitoring, incident management, problem resolution, and service recovery to minimize customer impact and prevent issue recurrence.
- Manage critical customer incidents, providing decisive leadership and cross-functional coordination during service disruptions.
- Establish KPI and SLA governance frameworks, leveraging analytics and dashboards to improve operational performance and customer outcomes.
- Lead large, geographically distributed teams while building a high-performance culture through coaching, talent development, and accountability.
- Partner with Network, Technology, Product, Sales, Customer Experience,



and external stakeholders to enhance service performance, retention, and operational excellence

The Successful Applicant

The successful applicant will be
- Proven leader with deep expertise, of atleast 15 years. in B2B Service Assurance, network operations, and enterprise customer management.
- Strong operator with a demonstrated track record of driving execution excellence and measurable business outcomes.
- Experienced in managing network architecture and NOC operations for a large organisation
- Decisive and resilient leader capable of managing critical incidents and complex operational environments under pressure.
- Customer-centric professional with a history of improving service quality, retention, and customer experience.
- Experienced people manager with the ability to lead large, multi-layered teams and build future leadership pipelines.
- Strategic thinker who combines robust technical

📌 VP Customer Exeprience (Gurugram)
🏢 Michael Page
📍 Gurugram