Head of Delivery and Operations - Clearing

Role Overview TOMIA, formerly known as MACH, is a global leader in monetization and inter-carrier solutions, delivering cutting-edge software that powers roaming, clearing, interconnect, and real-time campaign management for telecom operators worldwide. The Head of Delivery and Operations is a senior leadership position within the Clearing division, responsible for driving the end-to-end delivery of MACH products and services across a global customer base. This role demands a results-oriented professional who can blend operational rigour with strategic thinking to ensure customer satisfaction, service quality, and scalable execution. Key Responsibilities - Own and oversee end-to-end delivery of MACH solutions from initial onboarding through to steady-state managed services operations - Lead and scale global teams across Delivery, Customer Operations, and Support functions - Establish and manage delivery governance frameworks including KPIs, SLAs, and performance reporting - Partner with Product and R&D teams to ensure new releases are deliverable, scalable, and production-ready - Collaborate closely with Sales and Customer Success teams to facilitate seamless handovers and lifecycle management - Drive continuous improvement initiatives including process standardisation, automation, and operational transformation - Own customer escalation management and maintain strong executive-level client relationships - Manage operational budgets and drive cost efficiency and margin improvement across delivery functions - Oversee infrastructure architecture for new projects and develop policies to safeguard data integrity and security - Actively participate in ISO27001 and SOC1 audit programmes and ensure compliance with internal risk standards Required Qualifications - Minimum 10 years of experience in delivery, operations, or service leadership roles within telecom, SaaS, or managed services environments - Proven track record of leading global delivery and operations teams at scale - Strong background in roaming industry including working knowledge of GSMA, TADIG, and BCE frameworks - Solid understanding of roaming wholesale workflows from CDR processing through to settlement - Experience managing P&L responsibilities and operational budgets - Demonstrated ability to deliver complex, multi-customer solutions on time and within budget - Data-driven mindset with strong analytical and problem-solving capabilities - Excellent stakeholder management skills across both customer-facing and internal leadership levels Why Join Us TOMIA fosters a culture of open collaboration, innovation, and customer commitment where diverse teams across geographies come together to shape the future of global telecom connectivity. This is a high-impact leadership role offering the opportunity to drive transformation at a global scale within a fast-growing, forward-thinking organisation.

- 10+ years in delivery, operations, or service leadership in telecom, SaaS, or managed services - Experience leading global delivery and customer operations teams - Knowledge of roaming industry including GSMA, TADIG, and BCE standards - Understanding of roaming wholesale workflow from CDR to settlement - Proven experience managing P&L or operational budgets - Strong operational leadership and execution capability - Ability to drive process standardisation, automation, and transformation - Excellent customer escalation and executive relationship management skills - Data-driven approach to performance management and continuous improvement - Familiarity with ISO27001 and SOC1 audit requirements

- Opportunity to lead a global delivery function in a high-growth telecom tech company - Collaborative and innovation-driven work culture - Exposure to international teams and global customers - Full-time permanent position with growth opportunities