Service Operations Lead

Netlogic is a wholly owned subsidiary of Yettel Serbia and an integral part of the Yettel B2B ICT ecosystem, providing implementation, operational and managed ICT services to business customers.

The Service Operations Lead ensures end-to-end operational coordination between Yettel B2B commercial and presales teams and Netlogic service delivery, procurement and operational support. The role turns commercial requirements into feasible, structured and predictable service delivery.

You will act as the central coordination point across the service lifecycle, from offer preparation and implementation handover to ongoing service performance. You will also lead a small support team covering finance, administration and procurement.

Why this role matters:

This is a key role in professionalising and scaling Netlogic as Yettel's ICT delivery engine. You will help create a clear and reliable operating model, align commercial commitments with delivery capabilities and improve service quality, cost transparency and execution discipline across cloud, cybersecurity, networking and managed infrastructure services.

What we will expect from you:

• Own end-to-end operational coordination across the service lifecycle, from presales input and offer readiness to implementation handover and ongoing operations
• Coordinate and standardise inputs for commercial proposals with Yettel B2B, ensuring completeness, timely response, cost transparency and delivery feasibility
• Translate signed deals into structured implementation plans with clear scope, owners, resources, dependencies, milestones and timelines, in close coordination with the Service Delivery Manager and technical teams
• Manage priorities and dependencies across presales, delivery, procurement and operational support, resolving bottlenecks and escalating risks when needed
• Monitor service performance through KPIs, SLAs and quality indicators, provide regular operational reporting and initiate corrective actions
• Oversee procurement and vendor coordination, and support cost control and service profitability through competitive pricing, timely availability and transparent cost tracking
• Lead and develop the finance, administration and procurement support team, setting clear priorities and quality standards
• Continuously improve operational procedures, templates, handovers and governance to make service delivery more efficient, consistent and scalable
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For a good start, you will need:

• University degree, preferably in business, IT, telecommunications or a related field
• At least 5 years of experience in the ICT, telecom or IT industry, in service delivery, operations, presales support, project management or service coordination roles
• Good working knowledge of ICT service domains such as cloud, cybersecurity, networking and managed services; experience with AI or data services is an advantage
• Experience working in complex B2B service environments and coordinating cross-functional teams
• Familiarity with SLAs, operational KPIs, cost structures and service profitability
• Strong analytical and structured thinking, with the ability to manage several priorities in parallel
• Excellent communication, stakeholder management and problem-solving skills, with a proactive mindset, strong ownership and fluency in English

Why we think you should apply:

• Working in a dynamic and friendly environment which allows you to grow and develop
• Flexible working hours with the possibility of working remotely
• 25 days off per year
• Competitive salary and participation in the bonus reward system
• Health Package
• Mobile phone with unlimited internet and Family Yettel tariff package
• Recreation or health program
• In-house training, development programs and career development opportunities
• Exposure to the end-to-end ICT service lifecycle, from presales to service delivery and operations
• The opportunity to directly influence business growth and Netlogic's future operating model

Please include your references in your CV, as a reference check is an integral part of our selection process.

We hope to meet you soon!