Head of Delivery & Operations

Job Title

Head of Delivery & Operations – Clearing

Team handling role

Yes

Department

Clearing – MMS

Travel required

RBD

Job location

India or Europe

Shift timings

Regular

Reporting to

Business Lead – Clearing

Position type

Full Time 

Why Us?

MACH is an innovator and leader in global monetization solutions. Their software optimizes and orchestrates critical inter-carrier business processes including data and financial clearing, network roaming, real-time campaign management, and interconnect solutions. MACH creates transformative communications solutions for today, tomorrow, and beyond, bridging wholesale and inter-carrier connectivity with roaming and clearing.

Collaboration and Innovation are at MACH’s core. 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://mach.com/

Profile Summary:

The Head of Delivery & Operations is responsible for the successful delivery of MACH’s products and services to customers globally, ensuring operational excellence, customer satisfaction, and scalable execution.

This role leads implementation, service delivery, customer operations, and support, ensuring MACH delivers consistently high-quality outcomes while driving efficiency, standardisation, and continuous improvement.

A Day in the Life of Head of Delivery & Operations:

• Oversee global delivery of customer projects and managed services
• Ensure operational performance across onboarding, delivery, and support
• Drive customer satisfaction and retention through strong execution
• Work closely with Product & R&D to align delivery capability with roadmap
• Lead operational transformation and continuous improvement initiatives
• Manage escalations and ensure timely resolution of customer issues

Roles & Responsibilities

• Own the end-to-end delivery of MACH solutions, from onboarding through to steady-state operations
• Lead global teams across Delivery, Customer Operations, and Support
• Ensure successful implementation and ongoing service delivery for all customers
• Drive operational excellence, including standardisation, automation, and process optimisation
• Establish and manage delivery governance, KPIs, SLAs, and reporting frameworks
• Partner with Product & R&D to ensure deliverability, scalability, and readiness of new releases
• Work closely with Sales and Customer Success to ensure seamless handover and lifecycle management
• Own customer escalations and resolution, maintaining strong executive relationships where required
• Drive cost efficiency and margin improvement across delivery operations
• Build and scale delivery capabilities to support growth and global expansion
• Ensure compliance with internal risk and control standards and be key member in ISO27001 & SOC1 audit programs
• Oversee infrastructure architecture for new projects and Develop infrastructure policies and procedures to ensure data integrity, security, and business alignment.

Key Success Measures

• Customer satisfaction (CSAT/NPS) and retention
• Successful project delivery (on-time, on-budget, scope adherence)
• Operational efficiency and cost-to-serve
• SLA performance and service quality
• Speed of onboarding and time-to-value
• Reduction in escalations and incident volumes

Experience & Background

• 10+ years in delivery, operations, or service leadership roles
• Proven experience leading global delivery and operations teams
• Strong background in telecom, SaaS, or managed services environments
• Track record of delivering complex, multi-customer solutions at scale
• Experience managing P&L or operational budgets
• Multi-year experience in Roaming industry, including GSMA & TADIG / BCE knowledge
• Knowledge of Roaming wholesale workflow from CDR to settlement

Skills & Capabilities

• Strong operational leadership and execution focus
• Ability to scale teams, processes, and delivery models globally
• Commercial awareness with focus on margin, efficiency, and growth
• Excellent stakeholder management across customers and internal teams
• Strong problem-solving mindset with ability to manage complex escalations
• Data-driven approach to performance management and continuous improvement
• Experience driving automation and operational transformation initiatives

What Makes You a Great Fit

• You are delivery-focused and obsessed with customer outcomes
• You bring structure, discipline, and predictability to execution
• You balance customer experience with commercial performance
• You thrive in a fast-paced, scale-up environment
• You can align cross-functional teams to deliver consistently

Limitation and Disclaimer:

The aforementioned job description is aimed to provide an overview of the overall type and level of work being performed for this role; it shouldn't be 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.  Any additional job-related instructions or tasks that are requested by the manager must be completed by the employee.

Ready, set, apply!