Job Title: Service/Operations Director Telecom IT Services (UK Market)
Location: UK
Reports To: ISU Head, TCS
Job Type: Full-time | Strategic Customer-Facing Role
Role Summary:
As a Service/Operations Director for Telecom IT Services, you will act as the senior-most delivery and service management leader responsible for British Telecom account. This role demands telecom industry expertise, strong service governance skills and the ability to manage strategic customer relationships at the CXO level. You will ensure seamless delivery of IT services, drive service excellence and lead service transformations to align with client business goals.
Key Responsibilities:
* Client Engagement & Relationship Management
* Serve as the strategic point of contact for BT leadership, including CIOs, MDs and Heads of Operations.
* Lead regular executive governance meetings, business reviews and transformation discussions.
* Anticipate client needs, proactively address challenges and ensure high customer satisfaction and retention.
* Represent delivery performance and strategic service outlook in client forums.
* Delivery Leadership & Service Operations
* Own and oversee multi-tower IT service delivery across application management, delivery and transformation programs within BT account.
* Ensure 24x7 service operations, SLA adherence and seamless incident/problem/change management.
* Implement best practices in ITIL-based service management tailored for large-scale telecom environments.
* Strategic Governance & Transformation
* Align delivery and service operations with client-specific digital transformation roadmaps, especially in areas like OSS/BSS modernization and AI-led customer experience solutions.
* Develop and manage multi-year service strategies, ensuring agility and scalability.
* Engage in contractual governance, ensuring delivery terms, service obligations and compliance are met.
* Leadership & Team Management
* Foster a customer-centric, high-accountability culture across the team.
* Drive competency building in telecom-specific technologies and tools.
* Financial Oversight
* Drive cost efficiency while maintaining service quality and innovation.
Expectations & KPIs:
* Maintain strong CXO-level connects with Customer.
* Ensure SLA compliance across all services and critical incident recovery within contractual timelines.
* Deliver YoY productivity and service improvement benefits through automation, AI and operational maturity.
* Enable joint roadmap planning for telecom digital programs.
* Act as a trusted advisor, supporting account growth through proactive solutioning and transformation ideas.
Certifications Preferred:
* ITIL v4 Managing Professional
* Prince2 / PMP / Agile Delivery certifications
* Telecom-specific certs (e.g., TM Forum standards, TOGAF Telecom) are a plus
Rewards & Benefits
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network.
We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.
Diversity, Inclusion and Wellbeing
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts as amended) and the Equal Status Acts as amended).
We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.
As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at if you would like to opt in.
If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI..comwith the subject line: "Adjustment Request" or email to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.
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Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.
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