Head of Operations

JOB PURPOSE

The Head of Operations is the senior leadership role accountable for end-to-end operational delivery, service performance and customer experience across fiber optic networks and passive tower infrastructure. This role provides strategic and operational leadership across both business lines, ensuring that infrastructure assets and services are delivered safely, reliably, efficiently and in accordance with contractual obligations, regulatory requirements and agreed SLAs.

The role will establish a process-driven, performance-led and customer-centric operating environment, ensuring adherence to defined processes, standards, controls and SLAs while continuously identifying opportunities to improve service quality, operational efficiency and customer retention, and to support business growth.

The role provides governance and oversight across Fiber and Tower operations, driving efficiency, profitability and client satisfaction while supporting sustainable business growth.

Organizational Positioning

• Single point of accountability for Fiber and Tower operations and service delivery.
• Provides strategic direction, governance, and oversight to Fiber and Tower teams.
• Acts as the primary operational interface with clients for service delivery and SLA matters.
• Ensures process-driven execution, adherence to SLAs, and compliance with regulatory requirements.

JOB DUTIES AND KEY RESPONSIBILITIES

1. Service Delivery & SLA Ownership

• Own end-to-end delivery of Fiber and Tower O&M services in line with contractual obligations.
• Define and enforce KPIs, SLAs, and quality standards across both domains.
• Drive preventive and corrective maintenance programs to maximize uptime and reliability.
• Ensure accurate and timely reporting to CMD, management, and clients.
• Align project delivery with customer expectations and contractual commitments.
• Establish clear performance routines
• Lead service reviews and performance improvement initiatives
• Monitor SLA performance and proactively identify areas of improvement
• Establish a culture of “measure, manage and improve” across service delivery

2. Governance & Operational Control

• Establish service delivery strategy, operating model, and governance framework.
• Prepare and manage operational plans and resource allocation within approved budgets and applicable delegation limits for Fiber and Tower operations.
• Drive process optimization, operational efficiency, and cost control initiatives.
• Ensure operational adherence to company-approved policies, regulatory requirements, HSE standards and audit-readiness requirements.
• Drive standardization of operational processes across business units and teams
• Conduct regular process and performance reviews
• Ensure operational audit findings and compliance gaps are appropriately addressed and closed.
• Drive a culture of accountability, ownership and discipline
• Promote digitization and automation of operational processes

3. Financial & Commercial Management

• Manage departmental budgets and remain accountable for budget execution, margin assurance and revenue realization.
• Monitor P&L performance, manage OPEX expenditures within approved budgets and delegated authority, and drive cost efficiency.
• Monitor operational cost drivers including maintenance, contractors, fuel, power and logistics-related service costs.
• Ensure efficient utilization of operational resources
• Identify opportunities for growth and expansion in Fiber and Tower business lines.
• Support contract reviews and commercial negotiations by providing operational input and validating service-delivery assumptions.
• Ensure operational commitments made to customers are commercially viable

4. Client & Stakeholder Engagement

• Serve as the senior operational interface with clients for Fiber and Tower operations.
• Lead operational and SLA discussions and performance reviews; support scope and contractual discussions within delegated authority.
• Build and maintain strong client relationships, trust, and satisfaction.
• Identify and support growth opportunities through proactive stakeholder engagement.
• Ensure customer commitments are translated into operational plans and measurable deliverables
• Act as a senior escalation point of service delivery
• Lead customer service reviews and operational governance meetings
• Work with Country Managing Director on strategic customer engagements
• Identify emerging customer needs and potential opportunities for additional services

5. Business Growth Support & Opportunities

• Identify opportunities to increase utilization of existing infrastructure.
• Identify additional services that can be offered to existing customers
• Provide technical and operational input into new bids and proposals
• Assess operational feasibility and cost implications of new opportunities
• Support pricing and solution development where operational assumptions are required
• Identify opportunities arising from customer requirements, network expansion and infrastructure trends
• Develop business cases for operational improvements and new service propositions
• Support Country Managing Director in developing and executing the Towerco and Fiber growth strategy

6. People Leadership & Capability Development

• Lead, coach, and develop Fiber and Tower teams.
• Set performance objectives, conduct reviews, and ensure succession planning.
• Identify training needs and build technical and leadership capacity.
• Foster a culture of accountability, integrity, and continuous improvement.
• Ensure appropriate succession and talent development
• Promote cross-functional collaboration between Operations, Finance, EHS/SHEQ, Projects, Supply Chain and Technology.
• Ensure effective communication and management rhythm across the business

7. Operational Risk, Compliance & Safety

• Ensure operational compliance with HSE standards, company policies and regulatory requirements, while maintaining EHS/SHEQ as an independent governance function.
• Manage operational risks related to service continuity, safety and compliance.
• Act as escalation authority for critical service delivery issues.
• Own operational risk and issue management.

QUALIFICATIONS

• Bachelor’s degree in Telecommunications, Engineering, or related field (master’s preferred).
• 8–12 years’ progressive experience in telecom service delivery, with leadership in both Fiber and Tower O&M.
• Proven experience in large-scale FTTx/HFC/fiber backbone projects and passive infrastructure operations.
• Strong knowledge of SLA management, EHS, and telecom regulations.
• PMP, Prince2, or equivalent project management certification preferred.

Key Competencies

• Strategic leadership and governance mindset
• Strong execution discipline
• Customer centricity
• Data driven decision making
• Problem solving and root-cause thinking
• Client-facing communication and negotiation skills
• High ownership and accountability
• Continuous improvement mindset