Operations Lead

Job description

The main purpose of this role is to oversee the day-to-day operations of the Internet Service Provider (ISP) business. This includes end-to-end management of projects, vendor relationships, customer installations, network operations, and support teams. The ideal candidate will ensure seamless service delivery, operational efficiency, and high levels of customer satisfaction. This role is crucial to ensuring elevated customer experience, scalable operations, and alignment with business growth objectives.

1. Project and Staff Management

• Lead the planning, execution, and delivery of technical, infrastructure projects and installations across the organization.
• Manage and support cross-functional teams, including field technicians, project coordinators, stores and administrative staff.
• Implement and manage standardized processes to ensure efficiency, quality, and on-time delivery of services.

2. Vendor Management

• Manage all third-party vendors including network hardware suppliers, installation contractors, and service partners.
• Negotiate service agreements, monitor vendor performance, and ensure compliance with technical and service requirements.
• Evaluate vendor effectiveness and initiate improvements or changes as necessary.

3. Customer Installations Management

• Oversee the scheduling and execution of customer internet installations (residential and enterprise).
• Ensure field teams adhere to service standards, safety protocols, and technical best practices.
• Monitor installation quality and turnaround times and resolve issues impacting service delivery.

4.Customer Support & Network Operations

• Lead customer support teams to provide responsive, efficient, and professional service for all user queries and complaints.
• Supervise network operations center (NOC) activities including monitoring, fault detection, escalation, and resolution.
• Ensure uptime targets and service-level agreements (SLAs) are consistently met or exceeded.
• Analyze recurring support issues and coordinate with relevant teams to address root causes.

5. Fleet Management

• Oversee fleet management team, ensuring vehicles are maintained and always ready for required operations.
• Monitor usage and optimize logistics to reduce fuel and maintenance costs.
• Ensure compliance with road safety regulations and vehicle licensing.

6. Operational Reporting

• Develop and maintain reports and dashboards on KPIs, operational efficiency, customer satisfaction, incident trends, and service metrics.
• Deliver regular performance updates and recommendations to the Head of Operations.
• Use insights from reports to drive continuous improvement across all operational areas.

7. Compliance and Risk Management

• Ensure operational processes comply with regulatory and industry standards.
• Identify and mitigate operational risks to minimize service interruptions and legal        exposures.

Qualifications and Key Competencies

• Bachelor’s degree in Telecommunications, Information Technology, Business Administration, or related field is required.
• A postgraduate qualification or industry certification (e.g., PMP, ITIL) is an added advantage.
• Minimum of 5 years’ experience in operations management, preferably within the ISP or telecommunications industry.
• Solid understanding of ISP technologies, including fiber, wireless (FTTH, FTTx, Microwave), routers, and network infrastructure.
• Experience managing technical teams and customer service operations in a high-demand environment.
• Strong organizational, leadership, and conflict-resolution skills.
• Excellent communication skills and the ability to engage with stakeholders at all levels.
• Familiarity with tools like CRM systems, NMS (Network Management Systems), ticketing platforms, and reporting software.
• Strong leadership qualities: the ability to hold teams accountable for their deliverable.
• Demonstrated ability to manage budgets and operational costs effectively.
• Data-driven mindset with the ability to translate analytics into operational improvements.

Soft skills must include the following;

• Adaptability
• Decision-making under pressure, team motivation.