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!