We are filling the following position on a freelance basis for our client:

HEAD OF SERVICE OPERATIONS (M/F/D)

• Build, lead, and continuously develop a multi-disciplinary Service Operations organization to manage contracted services efficiently and reliably
• Design, implement, and maintain a scalable Service Operations infrastructure to support end-to-end service management
• Establish a data-driven decision-making culture, using KPIs, performance metrics, and analytics to drive continual improvement
• Ensure delivery and long-term compliance with contracted Service Level Agreements (SLAs) across all managed services
• Manage suppliers and customers both technically and commercially, in close collaboration with internal stakeholders such as Procurement, Operations, Engineering, and Technology leadership
• Develop a cost-efficient and scalable operating model capable of supporting 10,000+ aircraft
• Act as a central point of coordination for airline customers, suppliers, and internal teams, ensuring effective communication and service quality
• Drive continuous improvement initiatives across processes, infrastructure, and tools from end-to-end service delivery
• Design and implement a robust 24/7 operational management model, ensuring high availability, incident management, and service continuity

• Degree in a relevant technical field (e.g. Telecommunications, Satellite Communications, Aeronautical Engineering) or equivalent practical experience
• Extensive experience in service operations, support systems, or service delivery within aviation connectivity, telecommunications, or a comparable 24/7 environment
• Strong hands-on knowledge of operational support systems, including ticketing, monitoring, performance, and real-time management tools
• Proven ability to translate operational requirements into reliable, scalable service delivery
• Excellent communication skills, with the ability to engage both technical and non-technical stakeholders
• Demonstrated people leadership experience, including managing on-call or operational support teams
• Experience deploying and operating monitoring and infrastructure management solutions
• Experience designing and running on-call / 24x7 operational models

• Opportunity to work in an international, innovative, and rapidly growing environment
• Flat hierarchies and short decision-making processes with direct impact on company success
• Personal development opportunities, training budget, and career progression in a highly specialized industry
• Regular team events and international collaboration with partners worldwide
• Modern work equipment and state-of-the-art test/lab environment
• Contribution to shaping the future of global aviation connectivity

Then we look forward to receiving your documents, including your hourly rate and availability, via our online portal.