Head of Service Delivery & Quality at Lebara Nigeria

Role Summary

• The Head of Service Delivery & Quality is responsible for ensuring the effective delivery of services to customers, maintaining high operational standards, and driving continuous improvement in service performance. This role oversees service operations, quality assurance, and customer experience alignment across the MVNO’s technical and business functions, ensuring that SLAs and KPIs are consistently met or exceeded.

Key Responsibilities

Service Delivery Management

• Oversee end-to-end service delivery processes, ensuring services are deployed and supported in accordance with contractual obligations and internal quality standards.
• Manage and monitor service performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Ensure effective coordination between technical, commercial, and customer support teams.

Quality Assurance

• Develop and implement a robust Quality Management System (QMS) for service operations.
• Lead root cause analysis and corrective action initiatives for recurring service issues.
• Monitor customer feedback and ensure continuous improvement programs are implemented.

Process & Performance Optimization

• Establish and maintain service delivery frameworks (e.g., ITIL, eTOM) to standardize operations.
• Identify process inefficiencies and implement automation and best practices to improve delivery speed and quality.
• Ensure proactive capacity planning to avoid service degradation.

Team Leadership & Development

• Lead and mentor the service delivery and quality teams, fostering a culture of accountability, collaboration, and customer focus.
• Ensure staff are trained on the latest tools, technologies, and quality standards.

Stakeholder & Vendor Management

• Act as the main point of escalation for major service issues.
• Work closely with vendors and partners to ensure contractual obligations are met.
• Support commercial teams during pre-sales to define service delivery commitments.

Reporting & Compliance

• Prepare periodic reports on service performance, quality trends, and improvement initiatives.
• Ensure compliance with regulatory requirements, industry standards, and internal policies.

Qualifications & Skills

Education:

• Bachelor’s degree in Telecommunications, Computer Science, Engineering, or related field.
• ITIL or eTOM certification preferred.

Experience:

• 10+ years’ experience in telecom service delivery or operations, with at least 7 years in a leadership role.
• Experience in managing MVNO/MNO service delivery environments.

Technical & Professional Skills:

• Strong understanding of telecom network operations, BSS/OSS platforms, and customer service processes.
• Proficient in SLA/KPI management and quality monitoring tools.
• Excellent analytical, problem-solving, and project management skills.

Soft Skills:

• Exceptional leadership and people management abilities.
• Strong communication and stakeholder engagement skills.
• Customer-focused mindset with a drive for continuous improvement.