Job Description

ROLE PURPOSE
Responsible for field operations management inclusive of the implementation and operations team including, but not limited to all the associated technologies, to provide a service that seamlessly integrates into the entire business unit and the overall Network.
This position includes driving the MTTR and MTTI strategy and maintaining the technical specifications and performance of the network equipment, new customer service performance and facilities infrastructure.
Develop and maintain policies, processes and systems, and the management of contractors and outsourced vendors to support the implementation and field operations model.
The role is responsible for managing the maximum possible network facility (power, cooling and infrastructure build) availability and the performance of the entire field operations team.

OPERATIONS – ISP OPERATIONS MANAGEMENT (PREVENTATIVE, REACTIVE & CORRECTIVE)
Oversees and drives the business strategic plan for preventative, reactive and corrective maintenance on the LITSA Network and Customer Managed Services networks (inclusive of IP, Voice, Transport and Managed Services – LAN & Voice)
Oversees the field resolution capability for all customers to ensure compliance with SLAs.
Overall management and accountability of operations network towards reduced unscheduled downtime, to deliver a superior service to all customers.
Strategic management of the fault diagnostics and resolution to ensure it meets LITSA requirements.
Own, create, review and revise service assurance processes to maintain compliance.
Create and ensure support maintenance is in place to deliver efficient services to both internal and external stakeholders (both remedial and preventative).
Oversee the execution of designs from Network Engineering, where necessary, to ensure seamless interaction between departments.
Manage incident escalation resolution matrix operating in senior capacity within the escalation matrix.
Oversee the overall spares availability for all Core, Access, CPE equipment, Facility and Optic Fibre infrastructures.
Oversee the availability of correct test equipment as reported and managed by Line managers.
Review and approve Root Cause Analysis for all Major Events on the Network to ensure systems are developed and put in place to prevent or mitigate reoccurrence.
Communicate with executive stakeholders on the progress of repairs or maintenance to track progress against required LITSA standard and/or SLAs.

OPERATIONS – FACILITY OPERATIONS MANAGEMENT (PREVENTATIVE, REACTIVE & CORRECTIVE)
Oversees and drives the preventative, reactive and corrective maintenance at all LITSA POP sites (inclusive of Building Infrastructure, Cooling, AC & DC power)
Management of field resolution capability for Facility Infrastructure at POP sites to ensure compliance with SLAs.
Overall management and accountability of preventative maintenance activities.
Strategic Management of the fault diagnostics and resolution to ensure it meets Liquid Intelligent Technologies requirements.
Own, create, review and revise service assurance processes to maintain compliance.
Create and ensure support maintenance is in place to deliver efficient services to both internal and external stakeholders (both remedial and preventative).
Acceptance and custodianship of POP infrastructure upgrades and new POP sites
Oversee the overall spares availability for all Network POP infrastructures in collaboration with Engineering.
Oversee the availability of correct test equipment and tools
Review and approve Root Cause Analysis for all Major Events on the Network Infrastructure to ensure systems are developed and put in place to prevent or mitigate its reoccurrence.
Communicate with executive stakeholders on the progress of repairs or maintenance to track progress against required LITSA standard and/or SLAs.

SERVICE DELIVERY – FINAL PROVISIONING
Manage and oversee the implementation and final provisioning of new services for enterprise and managed services customers.
Strategic management and monitoring of service delivery targets
Ensure overall performance requirements of new services are met to ensure revenue and customer satisfaction.
Manage and oversee the completion of projects executed by LAN and ISP contractors.
Oversee and support overall equipment availability and quality of installations at customer premises.
Manage and oversee the equipment preparation and configurations of new equipment for new services and ensure correct performance against ordered service.
Effectively deal with customer escalations and complaints
Ensure compliance to Health and Safety
Oversee and manage the recovery of equipment (customer cancellations)
Ensures that all services within sphere of control is maintained.

FINANCIAL MANAGEMENT
Financial management of the departments spend in line with the approved budget.
OPEX: Budget, plan and manage the expenditures and costs against delivered and realized benefits. Ensure spend is within the planned AOP.
CAPEX: Budget, plan and manage the expenditures and costs against delivered and realized technical or strategic benefits. spend is within the planned AOP.
Ensure technical motivations, PR/PO approvals and GRN completions are completed on time.
Preparation and Management of Annual Operational and Capital Budgets to meet strategic objectives of the department.
Ensure costs for area of accountability are managed appropriately and contained within agreed budget, variances accounted for and justified. Continuous review of costs and benefits.

MANAGEMENT OF THE BUSINESS UNIT
Business management of the department, internal and external stakeholders to meet company strategic goals and objectives.
Develop business plans in line with the business unit goals and objectives to assist in achieving the overall organizational objectives.
Recognizes areas for internal improvement and develop plans for implementation.
Ensure that the business unit objectives are met through effective performance management and measurement.
Operational delivery of strategic objectives by ensuring resources aligned to support accordingly.
Strategic management of relationships between line of business and the various business partners to deliver superior service.
Developing and managing various relationships internally and externally to ensure effective service assurance and delivery.
Lead interactions with internal and external auditors to deliver on favourable outcomes.
Manage Occupational Health, Safety and Environmental programmes within area of responsibility.
Strategically manage programmes and processes to support various ISO accreditation.
Effectively manage vendors and contractors to comply and align with various customer SLAs.

National Support Functions
Provide technical input into Procurement in terms of RFP’s & RFI’s
Represent Business Unit in Technical evaluation of Tender Proposals for both ISP & OSP
Oversee Service Level Agreement compliance, ensure contract close-out, extension or renewal and monitor transaction compliance
Ensure that signed contracts are communicated to all relevant parties to provide contract visibility and awareness, interpretation to support implementation.
Manage contracts as per the agreed SLA and issue penalties where applicable.
Participate as member of project teams for national roll out of new IT programs, procedures and tools (example: BPM, Service Now, etc.)
Support Bid Office in terms of tender responses

TEAM MANAGEMENT
Monitor costs associated with staff such as overtime, allowances, leave and training, to ensure they meet requirements set out in policy as well as those directed to meet organizational objectives.
Ensure that all human resources are appropriately managed in terms of performance and development including performance management and career development initiatives.
Manage staff to achieve the departmental objectives in line with the operating plan and company strategy.
Mentoring of all direct reports to in line with performance management objectives and ensure continuity plans.
Oversee the development and management of the shift rosters, to ensure 24X7 operations are fully staffed and maintained with competent individuals.
Manage discipline, corporate governance, training and development, administration, appointments and staffing, performance management, career and succession planning.

Health & Safety and Operations Risks
Oversee issues and risks raised against all Implementation and Operations activities.
Initiating extra activities and interventions wherever gaps in the delivery and operations processes are identified.
Manage and oversee the health and safety of the department and ensure all compliance requirements are met.
Interact with internal and external stakeholder to implement plans to reduce the risks associated with vandalism and theft of company assets.
Support, develop and manage the business continuity management plans for departments area of responsibility.
Ensures that all audits conducted will be clear and no findings are associated with performance, availability, financial or project processes.

MBA or 3-year management qualification / B.Degree/similar technical qualification or relevant technical experience in Operations mandatory
ITIL V3 Foundation and/or Cisco or similar certification advantageous

10 years' ICT environment 10 years, 5 years of which have been in the Telecommunications environment and including 5 years' leadership experience essential.