Jobs

Director of Service Operations

Lead the Future of Service Excellence – Join Avanti as Director of Service Operations

Location: London | Tech & Strategy | Satellite Innovation

At Avanti Communications, we’re redefining connectivity through cutting-edge satellite technology—delivering high-throughput Ka-band services across EMEA. With a fleet of state-of-the-art HYLAS satellites and a pioneering approach to multi-orbit satellite connectivity, we provide “GEO where you need it, when you need it.”

Our bold ‘Be More’ philosophy powers our mission: to close the digital divide, support global resilience, and create an environment where innovation and people thrive. That’s why we were proudly named a Best Place to Work™ in 2024.

The Role: Director of Service Operations

We are looking for an accomplished and visionary Director of Service Operations to lead the evolution of Avanti’s service delivery and internal IT landscape. Reporting to the CTO, this critical leadership role is accountable for ensuring operational excellence across all customer-facing and internal services—from NOC performance to IT shared services and OSS/BSS platforms.

You’ll drive strategy, transformation, and measurable impact—shaping how we deliver new services, scale operations, and support world-class customer experiences. If you’re passionate about service innovation, process-driven cultures, and making tech a competitive advantage—this role is your next big move. You will also be expected to define and execute a bold vision for transforming operations through automation, AI, and digitisation—leveraging modern platforms to drive efficiency, resilience, and customer excellence at scale.

Key Responsibilities

Service Delivery & Customer Experience

Lead seamless customer service delivery and coordinate deployment planning.
Align service capabilities with customer needs across Sales & Engineering.
Drive improvement in NPS and customer satisfaction metrics.
Ensure SLA adherence and deliver impactful performance reporting.
Act as senior escalation point and champion cross-functional service delivery.

Service Management

Oversee the Avanti NOC and drive KPIs as the process owner for incident and change management.
Lead internal IT and shared services teams, ensuring business alignment and user satisfaction.
Elevate the customer-facing service management experience with professionalism and consistency.

Continuous Service Improvement

Analyse metrics and drive process improvement and automation opportunities.
Collaborate with Engineering to improve resilience, with a focus on root-cause resolution.
Foster a robust feedback loop for customer-centric innovation.

Compliance & Risk

Own cyber security strategy and ensure compliance with ISO and other frameworks.
Implement disaster recovery plans and risk mitigation strategies.
Manage quality systems and industry-standard certifications.

Leadership

Inspire and lead multidisciplinary, distributed teams with clarity and purpose.
Foster a high-performance, inclusive, and growth-focused culture.
Engage C-level stakeholders and provide strategic IT and service operations guidance.
Contribute to Avanti’s long-term strategy with a strong voice at the executive level.

Skills & Experience

Essential:

Bachelor’s degree in IT, Computer Science, Engineering or related field (Master’s or PhD preferred).
Senior leadership experience in IT operations, service delivery, or NOC within a tech or telecoms company.
Proven track record in leading digital transformation through automation, AI, and service scaling.
Strong background in people leadership, distributed teams, and stakeholder engagement.
Hands-on experience with ServiceNow or equivalent ITSM platforms and ITIL-based workflows.
Familiarity with network and service orchestration platforms such as Skyline DataMiner, Netcracker, or Blue Planet.
Process improvement champion (Lean Six Sigma or equivalent).
Understanding of security, compliance, and enterprise risk frameworks.
Experience engaging with executive stakeholders.