Norconsult Telematics

Position Objectives

The Operations Manager’s primary function is to provide operational and strategic direction for a team of installation and maintenance telecommunications technicians.

Key Responsibilities
  • Proven track record with major global Operator managing large projects related to Fixed broadband service assurance from Call Centers to Operations having the technical background and network development experience.
  • Ability to work with all internal support staff that ranges from provisioning, billing, test & turn up to maintenance escalations, First-Line-Support (Call Center)
  • Perform regular team meetings & awareness sessions to ensure the team are up to date with existing process, tools and guidelines.
  • Manage the allocation of resources to support workload challenges on an interdepartmental basis
  • Ensures that the company can provide minimum agreed service levels in cases of disaster, by reducing the risk to an acceptable level and planning for the recovery of impacted services.
  • Proactively highlight any operational concerns to the Assurance Manager.
  • Proven ability to provide leadership, clarity, and purpose both externally and internally while dealing with complex issues.
  • Demonstrate ability to drive change in a highly complex organizational environment while effectively managing diverse business cultures
  • Coach and mentor at team and individual level, and identify training requirements.
  • Support the Service Assurance Manager in driving continuous improvement within Operations.
  • Develop required OSP/ISP operation guidelines/practices/procedure codes and technical specifications
  • Decide the strategy that needs to be used to serve customers in cooperation with the other stakeholders, based on company offerings and capabilities
  • Develops employee development plans; prepares annual employee evaluations & performance KPIs.
  • Manage team performance & productivity in line with departmental and company objectives

  • 9 years in the Management of Operations & Maintenance Field Operation Service for Telecom Providers
  • BS degree in Engineering
  • Proven working experience as Telecom Field Operation Manager (Installation & Maintenance) interacting with Call Center Operation
  • Should have experience on Telecommunications Management & Ticketing Systems
  • Strong communicator and influencer who is able to operate at a senior level
  • Extensive knowledge and professional experience in project management, project control, project reporting and coordination
  • Formal training in project management and project control techniques and methodologies (PMI, PRINCE or similar) will be considered an advantage
  • International experience from a developed telecoms market
  • Experienced of MS Office Tools (e.g. Excel, PowerPoint, Word), plus Visio and Database
  • Good knowledge of reporting concepts, tools and templates
  • Excellent communication skills in both written and spoken English

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