Job Title: Head - Services PMO (Telecom / ISP)

Location : Noida

Department : Network Operations

Reports To : Head of Network Operations

Job Summary:

The Head of Service PMO will lead the Project Management Office for telecom service delivery and operations within the ISP. This role is responsible for governance, planning, execution oversight, and performance management of service-related programs, including network rollout, customer service delivery, service assurance, and transformation initiatives.

The role ensures projects are delivered on time, within budget, and aligned with business goals, while maintaining service quality, operational efficiency, and regulatory compliance.

Key Responsibilities:

1. PMO Leadership:

- Establish and lead the Service PMO framework for telecom service delivery projects.

- Define project governance, processes, tools, and reporting standards.

- Drive portfolio management across service delivery and operational initiatives.

2. Program & Project Governance:

- Oversee end-to-end lifecycle of telecom service projects including:

o Network rollout

o Fiber deployment

o Service activation

o OSS/BSS implementation

o Customer onboarding programs

- Ensure adherence to project management methodologies (PMI/PRINCE2/Agile where applicable).

3. Stakeholder Management:

- Collaborate with:

o Network Engineering

o Field Operations

o Customer Service

o IT/OSS/BSS teams

o Vendors & Partners

o Business team

- Provide executive dashboards and program status updates to leadership.

4. Service Delivery Optimization:

- Monitor KPIs such as service activation time, fault resolution SLA, service uptime, and provisioning efficiency.

- Identify bottlenecks in service delivery processes and implement improvements.

5. Financial & Resource Management:

- Manage project budgets, CAPEX/OPEX tracking, and financial reporting.

- Ensure efficient resource allocation across projects and programs.

6. Risk & Compliance Management:

- Identify and mitigate project risks related to network rollout, service continuity, and regulatory obligations.

- Ensure compliance with telecom regulations and internal governance policies.

7. Vendor & Partner Management:

- Coordinate with equipment vendors, contractors, and system integrators.

- Ensure vendor deliverables align with project milestones and SLAs.

8. Continuous Improvement:

- Implement automation and digital transformation initiatives in service operations.

- Drive process standardization and best practices across the organization.

Key Performance Indicators (KPIs):

- Project delivery on schedule and budget

- Service provisioning cycle time

- SLA compliance for service activation and fault resolution

- Network rollout milestones

- Customer service quality metrics

- PMO reporting accuracy and governance maturity

Qualifications & Experience:

Education:

- Bachelor's degree in Telecommunications, Electronics, Computer Science, or Engineering

- MBA / PMP / PRINCE2 certification preferred

Experience:

- 12-18+ years in telecom / ISP operations

- 5+ years in PMO leadership or program management

- Experience managing large-scale telecom network or service delivery projects

Required Skills

- Telecom service delivery and operations knowledge

- Strong program and portfolio management

- Knowledge of OSS/BSS systems

- Stakeholder and vendor management

- Financial planning and CAPEX governance

- Data-driven decision making

- Leadership and team management

Preferred Industry Experience:

- Internet Service Providers (ISP)

- Fiber broadband companies

- Telecom operators

- Managed network service providers