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 MACHs core. Our success is built on diverse strengths across different teams, functions, and geographies summarised in our company values: Open collaborationDriving innovationCustomer commitmentGrowth mindsetDeliver resultsPlease 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 MACHs 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 servicesEnsure operational performance across onboarding, delivery, and supportDrive customer satisfaction and retention through strong executionWork closely with Product & R&D to align delivery capability with roadmapLead operational transformation and continuous improvement initiativesManage escalations and ensure timely resolution of customer issuesRoles & Responsibilities Own the end-to-end delivery of MACH solutions, from onboarding through to steady-state operationsLead global teams across Delivery, Customer Operations, and SupportEnsure successful implementation and ongoing service delivery for all customersDrive operational excellence, including standardisation, automation, and process optimisationEstablish and manage delivery governance, KPIs, SLAs, and reporting frameworksPartner with Product & R&D to ensure deliverability, scalability, and readiness of new releasesWork closely with Sales and Customer Success to ensure seamless handover and lifecycle managementOwn customer escalations and resolution, maintaining strong executive relationships where requiredDrive cost efficiency and margin improvement across delivery operationsBuild and scale delivery capabilities to support growth and global expansionEnsure compliance with internal risk and control standards and be key member in ISO27001 & SOC1 audit programsOversee 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 retentionSuccessful project delivery (on-time, on-budget, scope adherence)Operational efficiency and cost-to-serveSLA performance and service qualitySpeed of onboarding and time-to-valueReduction in escalations and incident volumesExperience & Background 10+ years in delivery, operations, or service leadership rolesProven experience leading global delivery and operations teamsStrong background in telecom, SaaS, or managed services environmentsTrack record of delivering complex, multi-customer solutions at scaleExperience managing P&L or operational budgetsMulti-year experience in Roaming industry, including GSMA & TADIG / BCE knowledgeKnowledge of Roaming wholesale workflow from CDR to settlementSkills & Capabilities Strong operational leadership and execution focusAbility to scale teams, processes, and delivery models globallyCommercial awareness with focus on margin, efficiency, and growthExcellent stakeholder management across customers and internal teamsStrong problem-solving mindset with ability to manage complex escalations .