HEAD OF MAINTENANCE & SUPPORT
Luminegrp
Full-timelead
Job description
<h1>About the Role</h1><p>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.</p><p></p><h2>Key Responsibilities</h2><p>· Lead and develop the global O&M team of approximately 20 professionals.</p><p>· Ensure support and maintenance services meet SLA and customer satisfaction targets.</p><p>· Act as the senior escalation point for customer issues and coordinate resolution across teams.</p><p>· Build trusted relationships with customer stakeholders and lead governance discussions.</p><p>· Own maintenance contract renewals, commercial negotiations, and customer retention initiatives.</p><p>· Manage budgeting, forecasting, profitability, and resource utilization for the O&M business.</p><p>· Drive operational excellence through automation, AI-enabled initiatives, and continuous improvement.</p><p>· Monitor service performance, risks, and business metrics while providing leadership reporting.</p><p></p><h2>Qualifications</h2><p>· 8+ years of experience in IT Services, Product Support, Application Maintenance, Software Delivery, or related fields.</p><p>· Proven experience leading enterprise customer support and mission-critical service operations.</p><p>· Strong background in customer success, service delivery, and operational governance.</p><p>· Experience managing contract renewals, commercial negotiations, and customer relationships.</p><p>· Demonstrated P&L ownership including budgeting, forecasting, revenue management, and cost optimization.</p><p>· Experience leading globally distributed teams.</p><p>· Telecom industry experience preferred.</p><p></p><h2>Key Skills</h2><ul><li><p>Leadership and people management</p></li><li><p>Customer relationship Management</p></li><li><p>Service delivery and SLA management</p></li><li><p>Escalation and incident management</p></li><li><p>Commercial and financial acumen</p></li><li><p>Contract negotiation and renewals</p></li><li><p>P&L management</p></li><li><p>AI and automation strategy</p></li><li><p>Risk management; decision-making</p></li><li><p>Excellent communication skills</p></li></ul>