Head of Operations & Managed Services

About the role Lead, scale and transform UIH's Operations & Managed Services organization across Cloud, Network, Security, Infrastructure and Digital Platforms. Build an Operations Center of Excellence that delivers reliable internal operations and converts operational capabilities into standardized, scalable and profitable customer-facing Managed Services and Operational Outsourcing solutions. The role owns service quality, customer outcomes, operational efficiency, workforce productivity and the commercial sustainability of managed services. Key responsibilities Define and scale customer-facing Managed Services and Operational Outsourcing offerings across Cloud, Network, Security, Infrastructure and Digital Platform operations, including service catalogs, service definitions and support models Establish a standardized, repeatable multi-customer operating model, governance framework, operating procedures, service assurance disciplines and continuous-improvement mechanisms Define and govern SLAs, OLAs, KPIs, reporting, service reviews, escalation, incident/problem/change management and performance commitments in line with customer contracts Lead large-scale and mission-critical operational teams; ensure consistent 24x7 delivery, capacity, workforce planning, availability, resilience and security across multiple technologies and customers Drive process standardization, monitoring, automation, AIOps, tool integration, productivity improvement, cost-to-serve reduction and measurable operational maturity Own managed-services unit economics, pricing inputs, resource utilization, delivery cost, margin, scalability and service profitability; balance customer outcomes with sustainable commercial performance Lead strategic service reviews and executive customer engagement; drive customer satisfaction, service adoption, retention, renewal and trusted long-term outsourcing relationships Partner with Sales, Product, Presales, Customer Success and Finance on opportunities, solution design, contracts and transition; build leadership capability, succession, accountability and a service-provider culture About you At least 15 years of experience in ICT operations, service delivery or managed services, including at least 5 years in a senior leadership role overseeing large, complex or mission-critical teams Bachelor's degree or higher in Engineering, Computer Science, Information Technology, Business Administration or a related field; a master's degree is an advantage Proven experience in an MSP, CSP, telecommunications provider, MSSP, IT outsourcing organization or equivalent service-provider environment Demonstrated success designing, commercializing, operating and scaling multi-customer Managed Services or Operational Outsourcing offerings with measurable service and business outcomes Strong commercial knowledge of service contracts, P&L, pricing, margins, cost-to-serve, resource utilization, capacity planning and service transition Technical expertise in Managed Services Architecture, Service Catalog & Service Lifecycle Management, ITSM / ITIL, SLA-OLA Design, Incident-Problem-Change & Service Assurance Experience with Cloud, Network, Cybersecurity, Infrastructure & Digital Platform Operations Proficiency in Monitoring, Observability, Automation, AIOps & Operations Toolchain Integration Business-level Thai and English required