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Job Description
Description
Reporting to the Senior Manager, Fixed Technical Support, the Fixed Service Fulfillment Lead will serve as a strategic leader and key driver of operational excellence within the FTTx (Fiber-to-the-x) service fulfillment team. He/she will oversee the technical and instill customer centricity in customer onboarding last mile services, ensuring frictionless customer journeys, optimizing inside plant CAPEX and OPEX, and provide leadership to a cross-functional team that includes Engineers, Dispatchers, Field Technicians, and Partner/Vendor Management teams. He/she will lead the team in driving operational excellence, network discipline and high productivity to retain market leadership in Fixed broadband experience at above 70 points score.
Key Responsibilities
- Lead and inspire a diverse team of Engineers, Dispatchers, Field Technicians, and partners, setting clear goals, driving performance improvements and continuously assess team capabilities and provide necessary training and development opportunities to enhance technical, operational, and leadership skills within the team.
- Lead the end-to-end service fulfillment process, ensuring seamless onboarding of FTTx services of customers. This includes order management, installation, activation, and premise relocation services, while adhering to service level agreements (SLAs), inhouse wifi experience KPIs and high standards of installation workmanship.
- Streamline the service delivery process to eliminate bottlenecks, reduce delivery time, and improve the overall customer experience. Ensure efficient coordination across internal teams, contractors, and external partners.
- Lead efforts to optimize capital expenditures related to FTTx deployments and last mile installations by identifying and implementing cost-effective practices and solutions without compromising network quality or customer experience.
- Work closely with Finance and Engineering teams to identify areas of CAPEX reduction, including re-use of existing infrastructure, process automation, and innovative network designs that minimize the need for additional capital investment.
- Collaborate with other teams like Planning, Implementation, and optimization teams to Oversee the technical aspects of FTTx ISP network design and deployment, ensuring the use of scalable, future-proof Fiber network architectures. Provide technical guidance on design and troubleshooting for both FTTH (Fiber to the Home) and FTTB/FTTN (Fiber to the Building/Node) solutions.
- Evaluate new technologies and solutions in the Fiber optics industry, making recommendations for incorporating them into the inhouse experience and service delivery process to improve efficiency, customer experience, and CAPEX optimization.
- Collaboration with Sales & Customer Support: Coordinate with sales and customer experience teams to ensure alignment on customer expectations, accurate service proposals, and proactive resolution of issues.
- Effectively manage and collaborate with external partners, vendors, and contractors to ensure seamless service execution with cost-effective sourcing of materials and services, ensuring compliance with cost and quality expectations.
- Collaborate with procurement and inventory teams to streamline the supply chain process, ensure timely delivery of materials, and reduce inventory holding costs.
- Develop and monitor key performance indicators (KPIs) to track the performance of service delivery, network quality, customer satisfaction, and CAPEX optimization. Analyse data and implement corrective actions as necessary.
- Regularly evaluate service delivery processes, identifying opportunities for improvement in efficiency, customer experience, and cost management.
- Lead post-delivery review sessions to gather feedback to continuously refine the service delivery process and improve overall performance.
Qualifications:
- Educational Background: Bachelor’s degree in Telecommunications, Engineering or related technical field.
- 3+ years of experience in service delivery, project management, or operations within the telecommunications or Fixed broadband industry.
- Proven leadership experience in managing a diverse team of Engineers, Technicians, and Contractors.
- Strong technical background in FTTx networks, including FTTH, FTTB, FTTN, and Fiber optic technologies.
- Significant experience with CAPEX management, cost optimization strategies, and resource management in network deployment.
Job Info
- Job Identification 682
- Job Category Information Technology
- Posting Date 04/02/2025, 09:19 AM
- Apply Before 04/09/2025, 10:00 AM
- Degree Level Bachelor’s Degree
- Locations Safaricom Care Centre, Waiyaki Way, Westlands, Nairobi, P.O BOX 46350, 00100, KE
