Manager - FTTH Service Assurance.Fixed Broadband at MTN Nigeria

Mission:

• To lead and oversee the assurance of FTTH service fulfillment across the home connection lifecycle, ensuring high-quality, timely, and scalable delivery of fibreX services. This includes managing FAT (Fibre Access Terminal) validation and extension, coordinating infrastructure expansion efforts, and driving operational excellence across vendor and internal teams.
• The role is responsible for ensuring service orders are accurately processed, Installations are completed within SLA, and installations meet MTN’s technical and customer experience standards. By identifying service gaps, optimizing processes, and aligning infrastructure capacity with rollout targets, the manager plays a strategic role in improving network reliability, customer satisfaction, and fulfillment efficiency.

Description:

• Lead and oversee FAT (Fibre Access Terminal) validation and extension activities, ensuring all terminals are accurately mapped, tagged, and linked to service orders in alignment with network planning and service delivery standards.
• Drive FAT expansion initiatives by coordinating with Planning, Rollout, and Home Pass teams to ensure infrastructure capacity meets customer demand and supports network growth targets.
• Monitor service order lifecycle and fulfillment performance, ensuring technical accuracy, SLA compliance, and alignment with customer requirements.
• Escalate and resolve service delays, technical faults, and vendor non-compliance issues through structured engagement with internal stakeholders.
• Ensure comprehensive documentation of service fulfillment processes, including FAT records, installation workflows, exception logs, and audit trails.
• Conduct root cause analysis on failed or delayed Installation, and implement corrective actions to improve service reliability and reduce repeat faults.
• Oversee internal audits, compliance checks, and quality assurance reviews related to FTTH service delivery and infrastructure integrity.
• Champion continuous improvement by identifying process gaps, driving SOP development, and implementing technical guidelines to enhance operational efficiency.
• Provide strategic and technical input during internal meetings, performance reviews, and planning sessions to ensure alignment with operational KPIs and business objectives.
• Monitor infrastructure readiness and coordinate fibreX expansion efforts to support future service rollout and customer acquisition strategies.
• Ensure team adherence to service assurance standards and foster a culture of accountability, precision, and proactive problem-solving.

Education:

• Bachelor’s degree in Telecommunications Electrical/Electronics/Computer Engineering Project Management, or related field
• A Management degree is desirable.
• Project Management Education or Certification (PMP, Scrum Agile, etc)
• Certification in FTTH GPON, CFOT, Any Quality related  Certification
• Fluent in English

Experience:

6 - 13 years’ experience which includes:

• 5+ years of experience in telecom infrastructure deployment, with a strong focus on FTTH or fiber optics projects.
• Experience working in a medium organization and a multi-vendor network environment, preferably a telecommunications business environment.
• Field experience in Incidence management, fiber expansion on FTTH network, including quality assurance of fiber deployment.
• Strong understanding of fiber network architecture, planning tools, and GIS.
• A good knowledge of GPON, LAN and related access technologies. 
• Exceptional communication, leadership, and stakeholder management skills.
• Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)