Head - Fibre Network Infrastructure/Service Delivery & Service Assurance

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.