Operations Manager (Fiber Optic Management) at Raeanna Nigeria Limited

Job Description

• As operations manager you will be responsible for leading, managing and developing the operations teams in allotted managed services division including; field, 2nd line support and service management.
• These are the teams responsible for providing pro-active first fix and post support to our managed Service Customers.

Job Specifications

• Design and deliver support and service solutions for service customers in line with industry best practice.
• Monitoring the effectiveness of the team against SLA/KPI’S, driving through change as needed to deliver continual service improvement.
• Ensure operational procedures and practices are well defined, documented and consistently applied.
• Instill a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues.
• Be capable of identifying and implementing change within the team to ensure it can take new service offerings.
• Contribute proactively to new service development.
• Work closely with the Head of operations & Maintenance and offer stakeholders to ensure new customers are on-boarded with seamless handover / transition into “in Life” service.
• Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service.
• Set and cascade business objectives and targets to the team.
• Ensure teams are skilled, trained and developed to enable them deliver high quality service and support.
• Ensure quality up-to-date documentation for all service arrangements and generate reports:
  • Core status report
  • Faults report.
  • Daily, weekly and monthly performance reports.
  • Equipment's and vehicle reports
  • Floats and expenditure reports.
  • Bonus and penalties as applicable.
• Provide input into the divisional strategy with particular focus into opportunities to grow and enhance the services offered.
• Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement.
• Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required.

Qualifications/Requirements

• B.Sc or HND in Engineering or other related sciences
• MBA is an added advantage
• Membership of Project Management professionals & other professional bodies
• Minimum of 7 years experience in Engineering/Project management Environments
• Age: between 30-35 years
• Knowledge and awareness of project Management principles, documents and plans.
• Good facilitation and analytical skills.
• Ability to deliver results on time, on budget, and to the very highest standards.
• Ability to quickly gain the technical, behavioral and contextual elements of a project.
• PRINCE2 or its equivalent is also an added advantage.
• Running large and small scale projects.
• Stakeholder management.