Job Summary:
The Service Delivery and Fibre Network Operations Manager is responsible for overseeing the end-to-end delivery of high-quality fibre network services to clients. This role combines the management of service delivery processes with the technical oversight of fibre network operations, ensuring seamless communication, timely project completion, and operational excellence.
Key Responsibilities:
Service Delivery Management:
Ensure the smooth delivery of network services to clients, meeting agreed-upon Service Level Agreements (SLAs).
Coordinate with cross-functional teams to ensure projects are completed on time, within scope, and within budget.
Develop and implement strategies to improve service delivery and customer satisfaction.
Serve as the primary point of contact for customer escalations and resolve any service-related issues.
Maintain regular communication with clients, providing updates on network performance and project progress.
Oversee the installation and management of fibre optic links across different locations.
Ensure network reliability by implementing best practices for maintenance and monitoring.
Coordinate fibre optic link design, planning, and installation activities with engineers and contractors.
Fibre Network Operations Management:
Oversee the planning, installation, and maintenance of fibre optic networks.
Ensure network infrastructure is secure, reliable, and performing optimally.
Manage fibre link projects, including design, deployment, maintenance, and troubleshooting of fibre links.
Work with network engineers and field teams to monitor the performance of fibre systems and initiate improvements where needed.
Ensure compliance with industry standards, safety regulations, and best practices.
Manage Partner Time To Repair.
Manage client escalations on both Maintenance and link build.
Team Leadership and Development:
Lead, coach, and manage service delivery and network operations teams.
Develop and implement training programs to improve team competencies.
Foster a collaborative and results-driven work environment.
Project Management:
Manage multiple fibre network and service delivery projects simultaneously.
Ensure the delivery of projects on time, within scope, and budget.
Coordinate with vendors, suppliers, and contractors to support project activities.
Reporting and Analytics:
Monitor, analyze, and report on network performance, service delivery KPIs, and client satisfaction metrics.
Develop regular reports for senior management and provide recommendations for operational improvements.
Prepare and manage budgets for fibre link projects, ensuring cost-effective use of resources.
Track project timelines, budgets, and materials, ensuring that projects are completed within scope.
Client Reporting on delivery, risks, and contingency plans.
Stakeholder Engagement:
Collaborate with sales, engineering, and other internal teams to align service delivery with business objectives.
Engage with external stakeholders, including vendors, contractors, and clients, to ensure effective network operations and service delivery.
Coordinate with third-party vendors for the procurement of materials and services.
Liaise with government agencies and regulatory bodies to ensure compliance with industry standards and legal requirements.
Manage relationships with clients, ensuring timely project delivery and resolution of issues.
Qualifications and Experience:
Bachelor's degree in Telecommunications, IT, Engineering, or related field.
5+ years of experience in service delivery management, fibre network operations, or a similar role.
5+ Years in Link Build and project management Environment.
Experience in fibre maintenance, an advantage.
Strong knowledge of fibre optic technology, network infrastructure, and related industry standards.
Proven experience managing large-scale projects and teams.
Excellent problem-solving, communication, and leadership skills.
Proficiency in project management tools and methodologies.
Key Skills:
Strong understanding of network infrastructure, client products, and fibre optics.
Excellent customer service and client management abilities.
Proficiency in performance monitoring tools and techniques.
Strong Team Leadership and management.
Strong analytical and reporting skills.
Ability to manage multiple projects and priorities simultaneously.
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