Operations Manager

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Role: Operations Manager

Job Type: Permanent

Location: Reading/Paddington, UK / Hybrid

Number of hours: 40 hours per week – full time

Ready to utilize your experience and expertise in End-to-End Service delivery and operations.

We have an exciting role for you –Operations Manager.

Careers at TCS: It means more

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

• Build strong relationships with a diverse range of stakeholders.
• Gain access to endless learning opportunities.
• Work closely with the range of teams within the business to bring products to life.

The Role

As an Operations Manager. You willown end-to-end service delivery and operations across telecom BSS/OSS and ITSM environments, ensuring operational stability, SLA adherence, and continuous service improvement. Drives efficient service execution, governance, and customer value realization while managing stakeholders, teams, and vendors.

Key responsibilities:

• Lead end-to-end service operations across fulfilment, assurance, billing, and support functions ensuring SLA/KPI adherence and operational excellence.
• Manage BAU services along with transition of new projects into operations, ensuring seamless handover, operational readiness, and service stabilization.
• Drive operational governance through structured frameworks (MBR, QBR, service reviews), ensuring performance tracking, risk mitigation, and continuous improvement.
• Oversee incident, problem, escalation, and recovery management aligned with ITIL practices to maintain service continuity and customer satisfaction.
• Manage cross-functional teams and vendor ecosystem, ensuring optimal utilization, service performance, and delivery efficiency.
• Implement automation, process optimization, and AI-led improvements to enhance service efficiency, reduce OPEX, and improve customer experience.
• Monitor service performance metrics (SLA/KPI/OLA), identify improvement areas, and drive action plans for performance optimization.
• Engage with stakeholders across business and technology teams, ensuring alignment to operational goals and service outcomes.
• Support account growth through service expansion, upsell opportunities, and participation in RFx, SOW, and business case development.
• Ensure financial control by managing resource planning, cost optimization, and operational efficiency within service delivery.

Your Profile

Essential skills/knowledge/experience:

• Proven experience in telecom operations and service delivery across BSS/OSS and ITSM environments.
• Strong experience managing BAU operations including fulfilment, assurance, billing, and support functions.
• Expertise in ITIL processes including incident, problem, escalation, and performance management.
• Experience in service transition, operational readiness, hypercare, and stabilization of services.
• Strong governance experience including service reviews (MBR, QBR), SLA/KPI tracking, and performance reporting.
• Experience in managing cross-functional teams and third-party vendors in distributed delivery environments.
• Knowledge of telecom systems, integrations, and service processes across BSS/OSS landscapes.
• Experience with process optimization, automation, and continuous service improvement initiatives.
• Familiarity with Agile/Hybrid delivery models and operational support frameworks.
• Commercial awareness including cost optimization, resource utilization, and service growth.

Desirable skills/knowledge/experience:

• Exposure to telecom frameworks like TM Forum (eTOM, SID, ODA).
• Knowledge of cloud and modern technologies (AWS, AI/automation use cases).
• Familiarity with platforms like Oracle/Hansen BSS and ITSM tools (ServiceNow, Remedy, JIRA).
• Certifications such as ITIL, PRINCE2, or Agile/Scrum.

Rewards & Benefits

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998.

We believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity and inclusion motto is ‘Inclusion without Exception’. Our continued commitment to Culture and Diversity is reflected across our workforce implemented through equitable workplace policies and processes.

You’ll find a welcoming culture and many internal volunteering and social networks to join (these are optional). Our diversity, inclusion and social activities include 12 employee networks such as gender diversity, LGBTQIA+ & Allies, mental health, disability & neurodiversity inclusion and many more, as well as health & wellness initiatives and sports events and we sponsor the London Marathon.

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI.recruitment@tcs.com with the subject line: “Adjustment Request” or call TCS London Office 02031552100 to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.

Next Steps

Due to a high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.

Join us and do more of what matters. Apply online now.