Role Purpose/Business Unit:
- The Executive Head of Service Delivery will lead and manage the end-to-end customer service and operational delivery of FTTH services within the Fixed, Enablement and Wholesale Business Unit.
- This role ensures seamless scheduling, installation, provisioning, and activation of Fibre-to-the-Home services. Acting as the link between Fibre Network Operators (FNOs), internal operational teams, and end customers, the role ensures a smooth, customer-centric experience from initial engagement through to final connection.
- The incumbent will manage executive-level escalations from the Group CEO, Managing Director, Directors, and Business Executives, ensuring swift resolution, root cause analysis, and sustained service improvement.
- In addition, the person will provide support for warehouse deliveries and fallout management
- The role requires strong leadership, operational excellence, stakeholder management expertise, and deep understanding of fibre deployment and service delivery ecosystems.
Your responsibilities will include:
Strategic Planning
- Develop and manage the Service Delivery Portfolio aligned to the Company Strategy and customer experience targets.
- Define and maintain a multi-year service delivery roadmap focused on scalability, efficiency, and quality.
- Cross-Functional Leadership: Lead and manage service delivery teams across scheduling, provisioning, activation, and post-installation support. Collaborate closely with both internal and external stakeholders (e.g. Call Centre, ECLO, Technology, Warehouse, FNO’s, etc)
Performance & Operational Governance
- Monitor and analyse service delivery performance metrics.
- Ensure adherence to SLAs, KPIs, and quality standards.
- Implement corrective actions to address service failures and fallout trends.
- Drive ongoing - continuous operational optimisation.
Stakeholder Engagement
- Build and maintain strong relationships with Fibre Network Operators (FNO’s) , regulatory bodies, legal teams, and internal and external stakeholders, etc (as required)
- Executive Escalation Management
- Resolve high-level FTTH escalations with urgency and precision. (within defined SLAs)
- Conduct root cause analysis and implement preventative measures.
- Provide detailed reporting and resolution tracking.
Customer Experience & Continuous Improvement
- Initiate and lead strategic projects aimed at improving the end-end FTTH customer journey.
- Implement structured feedback loops to improve service quality and reduce repeat failures and escalations
- Drive reduction in fallout, failed installations, and delayed activations.
People Leadership & Talent Development
- Lead, mentor, and develop a diverse team of internal staff (permanent and contractors).
- Build a unified high-performance culture through collaboration, skills development, and collaborative goal setting.
- Establish clearly defined performance frameworks and succession planning.
Operational Delivery & Efficiency
- Ensure smooth execution of FTTH service delivery across order capture, provisioning, installation, and activation.
- Proactively manage fallout queues and service exceptions to maintain service continuity
- Optimise workflows across CRM, OSS/BSS, and provisioning systems.
- Manage OPEX and CAPEX budgets, resource planning, and vendor relationships.
Reporting & Regulatory Compliance
- Produce weekly reports on Service Requests (SRs) and Query Manager (QM) trends
- Produce weekly and monthly service delivery performance reports.
- Provide regulatory support and detailed investigations where required.
- Ensure compliance with telecommunications and service delivery standards. (ICASA, NCC)
Systems Optimisation & Defect Management
- Identify and escalate system defects across CRM, OSS/BSS, and provisioning platforms.
- Improve warehouse and logistics visibility within service delivery processes. Recommend and drive automation and integration enhancements.
The ideal candidate for this role will have:
- Relevant 3-year bachelor’s degree in engineering, Information Technology, or Business Management.
- Postgraduate qualification (MBA or equivalent) advantageous.
- Professional certifications in Project Management (PMP/Prince2) or Service Management (ITIL) preferred.
- Strong knowledge of fibre optic technology and telecoms service delivery frameworks.
Experience Required
- Minimum 10 years’ experience in telecommunications or ICT.
- At least 5 years in a senior leadership role within fixed-line or fibre operations.
- Proven track record in FTTH service delivery operations.
- Strong experience in customer service management and operational management and governance.
- At least 2 years call centre management experience
- Experience managing cross-functional stakeholders and vendor ecosystems.
- Demonstrated ability to drive process optimisation and service transformation.
Knowledge Requirements
- Telecoms & FTTH Infrastructure
- In-depth understanding of fibre optic technology and FTTH deployment models.
- Knowledge of network architecture and access technologies.
- Understanding of provisioning, installation, and maintenance processes.
- Experience operating within CRM, OSS/BSS, and provisioning system environments.
- Experience and knowledge of call centre and service operations environments.
- Strong understanding of the evolving FTTH market landscape and customer demand dynamics.
Core Competencies:
- People and Customer focus
- Leadership & People Management
- Ability to inspire and develop high-performing teams.
- Strong decision-making and conflict resolution capability.
- Builds a culture of accountability and continuous improvement.
- Deep commitment to customer satisfaction and retention.
- Ability to translate insights into service improvements.
- Balances operational efficiency with customer experience excellence.
- Expertise in designing and managing end-to-end service delivery processes.
- Strong KPI, SLA, and governance discipline.
- Proven ability to streamline workflows and reduce operational costs.
Strategic Thinking and Stakeholder management
- Aligns service delivery execution with organisational growth objectives.
- Long-term planning capability for FTTH scalability.
- Strong commercial acumen and budget oversight.
- Effective collaboration across engineering, commercial, wholesale, and vendor partners.
- Skilled in executive escalation management.
- Strong communication and negotiation capability.
Change & Innovation
- Leads operational transformation initiatives.
- Drives automation and digital enablement.
- Promotes innovation within service delivery ecosystems.
Closing date for Applications: 05 June 2026
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