Head of Maintenance & Support

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