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Executive Head: Service Delivery - FTTH

South Africa, Johannesburg · Job Posted May 29, 2026
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Job Description

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.

Job Responsibility

  • 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
  • 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)
  • 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
  • Build and maintain strong relationships with Fibre Network Operators (FNO’s) , regulatory bodies, legal teams, and internal and external stakeholders, etc (as required)
  • Resolve high-level FTTH escalations with urgency and precision
  • Conduct root cause analysis and implement preventative measures
  • Provide detailed reporting and resolution tracking
  • 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
  • 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
  • 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
  • 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)
  • 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

Requirements

  • 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
  • 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

Nice to have

  • Postgraduate qualification (MBA or equivalent)
  • Professional certifications in Project Management (PMP/Prince2) or Service Management (ITIL)
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