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Head of Operations – Benchmarks & Diagnostics

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TM Forum

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Job Description:

As the Head of Operations - Benchmarks & Diagnostics, you are the operational leader driving TM Forum’s benchmarking and maturity initiatives, including our expanding Autonomous Network (AN) products and services. Reporting to the VP of Education & Certification, you will own the end-to-end customer journey – responsible for excellence in service delivery. Crucially, you will direct the top-tier external consulting partners contracted to build and run our benchmark databases and interactive tools. Working hand-in-hand with our internal member engagement team, you will personally guide senior operational leaders at the world's largest telcos through the entire benchmarking lifecycle - from initial readiness and self-assessment to independent validation, data reporting, and capability building.

Job Responsibility:

  • Lead the operational strategy and launch of new benchmarking products and services, including the upcoming AN Benchmark
  • Direct and manage the top-tier external consulting partners responsible for building, hosting, and running our benchmark databases and interactive tools
  • Establish data governance frameworks to secure highly sensitive benchmarking data, translating technical capabilities into business outcomes to produce standardized industry reports
  • Cultivate and manage ongoing relationships with CTO-nominated technical and operational leads from participating global operators
  • Own and optimize the end-to-end journey for measuring / using ‘AN Levels’ and other maturity measures – starting with the AN Level Assessment Validation (ANLAV) journey from ‘Readiness’ to ‘Self-assessment’ to ‘Validation’ to ‘Publication’ to ‘Improvement’ - ensuring adherence to SLAs and a premium enterprise customer experience
  • Design, enforce, and continuously scale standardized operational frameworks and rules of engagement for all maturity and diagnostic services
  • Strategically align Education and Services by ensuring member organizations fulfill prerequisite capability and certification models prior to initiating benchmarking validation
  • Orchestrate the global delivery process by managing a matrix of internal technical experts, external freelance validators, and consulting partners
  • Oversee the commercial lifecycle of diagnostic services, including revenue tracking, partner contribution management, and holistic vendor management
  • Drive the member recognition strategy, ensuring successful industry-wide publication of benchmark achievements and integration into TM Forum’s overarching rewards programs

Requirements:

  • Proven experience directing B2B service delivery pipelines, professional services, or customer success operations for large enterprise clients
  • Exceptional ability to lead cross-functional initiatives and launch new products/services on strict deadlines
  • Strong capability for handling, analysing and standardizing complex data for executive reporting (eg extracting into, and manipulating data in Excel), establishing data integrity frameworks, managing confidential information etc.
  • Gravitas and high-level communication skills
  • comfortable advising and guiding senior technical stakeholders
  • Demonstrated experience managing vendor relationships, consulting partners, commercial tracking, and P&L/budget oversight

Nice to have:

  • Background in the telecommunications industry, with an understanding of network operations, IT architecture, or Autonomous Networks
  • Experience working with industry benchmarking, maturity models, or standardized auditing/validation processes
  • Familiarity with organizational change management models (e.g., ADKAR)

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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