This role will be leading the Strategic Planning, Deployment, Maintenance and Performance of the Fibre Network Infrastructure, Service Delivery & Service Assurance.
Key Responsibilities:
Fibre Network Strategy & Operations
Develop and lead the strategic expansion, modernization, and maintenance of the fibre network.
Oversee network design, build-out, splicing, testing, and commissioning activities.
Ensure high network uptime, redundancy, and future scalability aligned with business growth.
Service Delivery Management
Lead the provisioning and activation of customer services (FTTH, leased lines, enterprise services etc) within defined SLAs.
Optimize workflows between sales, planning, installation, and technical support teams to ensure smooth onboarding.
Monitor and improve order-to-activation timelines and customer experience KPIs.
Service Assurance Leadership
Own and manage fault resolution processes across the fibre network and customer connections.
Implement proactive network monitoring and automated alerting systems.
Drive continual improvement in service availability, MTTR (Mean Time to Repair), and customer satisfaction.
Cross-Functional Coordination
Collaborate with NOC, Field Teams, and other teams to ensure a seamless customer journey.
Ensure alignment between network capabilities and service offerings through coordination with Product and Sales teams.
Lead incident management and service restoration during major outages or disasters.
Performance Monitoring & Reporting
Define and monitor SLAs, KPIs, and operational dashboards for all functions under scope.
Report performance metrics to executive leadership and recommend improvements.
Ensure regulatory compliance and accurate record-keeping.
Team Leadership & Development
Lead a multidisciplinary team of engineers, planners, service delivery managers, and field technicians.
Build a culture of accountability, innovation, and customer-first mindset.
Mentor senior managers and develop succession plans.
Budgeting & Vendor Management
Manage capital and operational budgets for fibre deployment, service operations, and maintenance.
Oversee vendor selection, performance, and contract negotiations.
Drive cost-efficiency without compromising service quality.
