Head, Network Operations & Service Delivery

Job title : Head, Network Operations & Service Delivery

Job Summary

• The Head, Network Operations & Service Delivery is responsible for leading the operational management, service assurance and delivery governance of NTEL’s technology infrastructure and customer services. The role provides leadership across Network Operations, Service Delivery, Operational Excellence and the Technology Mobilisation Office (TMO), ensuring that network services remain reliable, customer-focused and operationally efficient. The position establishes operational governance, standard operating procedures, service management frameworks and operational readiness processes to support NTEL’s technology transformation and commercial growth. The role serves as the operational authority within the Chief Technology & Innovation Office (CTIO), ensuring seamless transition of projects into Business-as-Usual (BAU) operations while driving continuous improvement across technology operations

Key Responsibilities

Network Operations

• Lead the day-to-day operation of NTEL’s technology infrastructure and Network Operations Centre (NOC).
• Ensure proactive monitoring of network performance, service availability and operational health.
• Manage Incident, Problem and Change Management processes.
• Coordinate operational response during critical network events.
• Drive operational efficiency through automation and continuous improvement.
• Ensure operational readiness for new technologies and service launches.

Service Assurance 

• Lead end-to-end service assurance across all technology services. 
• Monitor service quality and customer experience. 
• Coordinate resolution of major incidents and customer-impacting issues. 
• Establish service reporting dashboards and operational performance reviews.
• Ensure compliance with agreed Service Level Agreements (SLAs).

Delivery Governance

• Establish operational governance across network deployment and service delivery activities.
• Review operational readiness for project implementation and customer acceptance.
• Participate in Change Advisory Boards (CAB) and operational governance forums.
• Ensure compliance with operational standards, methodologies and quality processes.
• Coordinate cross-functional operational planning across Engineering, Commercial and Enterprise teams.

Operational Excellence & Process Improvement

• Develop and maintain Standard Operating Procedures (SOPs).
• Standardise operational workflows across the Technology organisation.
• Drive automation initiatives to improve operational efficiency.
• Lead continuous improvement programmes across Operations.
• Monitor operational KPIs and implement improvement initiatives.
• Promote operational best practices and governance.

Technology Mobilisation Office (TMO)

• Establish and coordinate the Technology Mobilisation Office (TMO).
• Coordinate operational readiness for all technology programmes.
• Ensure structured transition from project implementation into operational support.
• Coordinate Go-Live readiness assessments.
• Track implementation milestones and operational dependencies.
• Facilitate cross-functional programme governance and executive reporting.

Strategic Programme Support Provide operational leadership for:

• National Roaming Programme
• Project NOVA
• Air Fiber Expansion
• Enterprise Connectivity Services
• Digital Services
• Future Technology Deployments
• Responsibilities include:
• Operational readiness Service acceptance
• Operational risk assessment
• Go-Live planning
• Service transition
• Post Go-Live support

Customer Experience & Service Quality

• Monitor customer-impacting operational performance.
• Drive initiatives to improve service quality and customer satisfaction.
• Analyse operational trends and recommend corrective actions.
• Ensure operational decisions support customer experience objectives.

Vendor & Service Partner Management

• Manage operational relationships with managed service providers and technology vendors.
• Monitor vendor performance against agreed SLAs and KPIs.
• Coordinate operational escalations with external partners.
• Support operational acceptance of vendor deliverables.
• Ensure vendor compliance with operational standards.

Team Leadership

• Lead and develop Operations, Service Assurance and TMO teams.
• Build a culture of operational discipline, accountability and customer focus.
• Develop technical capability and succession plans.
• Promote continuous learning and operational excellence.
• Foster collaboration across Engineering, IT, Commercial and Enterprise teams.

Requirements

• Bachelor’s Degree in Electrical/Electronics Engineering, Telecommunications Engineering, Computer Science or a related discipline.
• Master’s Degree is an added advantage.
• Minimum of 8–10 years’ experience in telecommunications operations, network rollout or managed services.
• Minimum of 3 years in a technical operations, service delivery or network implementation leadership role.
• Demonstrated experience managing multi-vendor telecommunications environments.
• Experience establishing operational governance, delivery processes and service management frameworks.
• Strong understanding of mobile, fixed and enterprise telecommunications operations.