Partner Service Operations Lead at Inq

Principal Accountabilities/Objectives:

• Coordinates new partner service requests and activations.
• Oversee partner onboarding, change management, and operational documentation.
• Track and coordinate resolution of partner-related incidents.
• Manage daily operational reviews with key partners.
• Monitor adherence to SLA commitments and escalate as required.
• Coordinate with internal NOC, SOC, and Service Delivery teams for issue closure.
• Maintain service availability dashboards and operational KPIs.
• Implement continuous improvement initiatives with partners.
• Drives responsiveness throughout the service lifecycle.

Key Performance Indicators:

• Service activation time < 5 business days
• SLA adherence and uptime metrics.
• Incident resolution time.
• Escalation rate < 10%
• Operational audit compliance
• Partner onboarding satisfaction > 80%

Qualifications & Experience:

• Bachelor’s degree in Telecommunications, IT, or related field.
• 5–7 years of experience in service operations or partner delivery.
• Experience managing service-level performance in telecom service environments.

Skills & Competencies:

• Strong operational and analytical skills.
• Excellent communication and coordination.
• Process improvement orientation (ITIL certification an advantage).
• Ability to manage multiple partners concurrently.