Job Description/Specification:
🚀 Lead enterprise-grade ICT service delivery operations in a mission-critical 24x7 environment, driving SLA performance, operational excellence, and customer satisfaction across complex telecom managed services. This is a senior leadership role at the intersection of technology, operations, and executive stakeholder management.
💼 Key Responsibilities
✅ Lead end-to-end delivery of Enterprise ICT Managed Services aligned with SLAs, KPIs, OLAs, and contractual obligations.
✅ Manage full service lifecycle processes including Incident, Major Incident, Problem, Change, and Continual Service Improvement (CSI).
✅ Ensure operational excellence across Network Operations, Service Assurance, Field Services, and Technical Support teams.
✅ Act as the primary escalation point for critical service issues and executive customer engagement.
✅ Lead service governance meetings, performance reviews, and operational reporting with senior stakeholders.
✅ Drive service stability, efficiency, and continuous improvement initiatives across all domains.
✅ Ensure adherence to ITIL frameworks, operational standards, and service delivery governance models.
✅ Coordinate cross-functional teams, vendors, and partners for seamless service execution.
✅ Monitor risks, service performance trends, and implement corrective action plans.
✅ Oversee 24x7 operations in a high-availability enterprise telecom environment.
🎓 Requirements
🎓 Bachelor’s degree in IT, Computer Science, Telecommunications, Engineering, or related field.
💼 12+ years of telecom or ICT service delivery experience.
💼 5+ years as a Service Delivery Manager in large-scale managed services environments.
📊 Strong background in Tier-1 telecom operators or managed service providers.
🌐 Proven experience managing enterprise ICT services (MPLS, SD-WAN, WAN, Cloud, Data Centre, Security, Collaboration).
🧠 Strong ITSM experience (Incident, Problem, Change, CSI processes).
🖥️ Hands-on experience with ITSM tools such as OpenText Service Manager or Oracle Siebel.
🤝 Strong leadership and executive stakeholder management skills.
📜 Mandatory Certifications
📌 ITIL 4 Managing Professional (MP) or ITIL 4 Strategic Leader (SL)
📌 PMP (Project Management Professional) certification
📌 All CVs must include certification copies in a single PDF for consideration
🚀 Why You'll Love This Opportunity
Lead critical enterprise ICT operations in a high-impact telecom environment
Work directly with executive stakeholders and enterprise clients
Drive large-scale service transformation and operational excellence
Gain exposure to complex global ICT infrastructure and managed services
Be accountable for mission-critical services in a 24x7 environment
👤 Who Should Apply?
This role is ideal for experienced telecom professionals, IT service delivery leaders, or managed services managers with strong ITIL-based operational expertise. Candidates who thrive in high-pressure environments and enjoy leading large technical teams and enterprise customers will excel.
⭐ Skills That Will Help You Succeed
Service Delivery Management (end-to-end)
ITIL process governance (Incident, Problem, Change, CSI)
Telecom and ICT infrastructure expertise
Executive stakeholder management
24x7 operations leadership
Vendor and cross-functional team coordination
Risk management and SLA performance optimization
🎤 Interview Preparation
Expect questions around:
- End-to-end service delivery lifecycle management
- Major incident handling and escalation frameworks
- SLA/KPI governance and reporting structures
- ITIL implementation in real enterprise environments
- Telecom technologies like SD-WAN, MPLS, Cloud services
- Managing executive stakeholders during service failures
- Continuous improvement and operational transformation examples
You may also be asked scenario-based questions on handling critical outages or SLA breaches.
📈 Career Growth
This role typically progresses into positions such as Head of Service Delivery, Operations Director, ICT Program Director, or Regional Telecom Service Management leadership roles.