Head of Operations

About the role

The Head of Operations leads end‑to‑end delivery, service performance and customer experience for both fiber optic networks and passive tower infrastructure. This senior leadership position ensures safe, reliable and efficient operations while meeting contractual, regulatory and SLA commitments.

Key responsibilities

• Own delivery of Fiber and Tower O&M services, defining KPIs, SLAs and quality standards.
• Establish governance, operating model and process optimisation across both business lines.
• Manage departmental budgets, monitor P&L, control OPEX and drive cost efficiency.
• Serve as the primary operational interface with clients, leading SLA discussions and performance reviews.
• Identify growth opportunities, support bid preparation and develop business cases for new services.
• Lead, coach and develop Fiber and Tower teams, ensuring succession planning and cross‑functional collaboration.
• Ensure compliance with HSE standards, regulatory requirements and manage operational risks.

Required profile

• Bachelor’s degree in Telecommunications, Engineering or related field (master’s preferred).
• 8–12 years progressive telecom service delivery experience with leadership in Fiber and Tower O&M.
• Proven experience in large‑scale FTTx/HFC/fiber backbone projects and passive infrastructure operations.
• Strong knowledge of SLA management, EHS standards and telecom regulations.
• PMP, Prince2 or equivalent project‑management certification preferred.

Required skills

• Project Management (PMP/Prince2)
• SLA Management