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.

· Strong 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