Operations Manager

The Operations Manager is responsible for establishing, governing, and optimising the end-to-end operational delivery model across build, transition, and operate phases within Kenya. The role ensures integrated delivery execution, operational readiness, regulatory compliance, stakeholder alignment, and sustained SLA performance in a multi-partner, infrastructure-driven environment.

Key Responsibilities

Mobilisation & Operating Model

• Establish and embed a structured operational governance cadence (daily, weekly, and monthly operational reviews) aligned to local delivery requirements.
• Define and implement escalation frameworks, sign-off authorities, and acceptance gates in line with Kenyan operational and regulatory requirements.
• Develop and maintain core operational trackers, including:
  • Delivery run rate
  • Blockers and risks
  • Rework tracking
  • Health & Safety compliance (aligned to applicable regulatory requirements)
  • SLA readiness

Integrated Delivery Control (Run Rate Engine)

• Own and maintain the integrated delivery plan across all workstreams, including poles, power, fibre, CCTV, and activations.
• Conduct weekly run rate reconciliation (planned vs actual performance), including implementation of recovery actions.
• Proactively manage constraints impacting delivery, including:
  • Wayleaves and permits (county governments, road authorities)
  • Site access and community engagement
  • Utility dependencies (power, civil works)
  • Material and stock availability (local supply chain constraints)

Prime Interface & Operational Stakeholder Management

• Act as the primary operational interface with key stakeholders across delivery and operations environments.
• Engage with regulatory and public sector stakeholders where required, including:
  • Communications Authority of Kenya
  • County governments and permitting authorities
• Chair operational readiness, coordination, and acceptance forums.
• Drive resolution of cross-party operational blockers involving contractors, subcontractors, vendors, utilities, and authorities.

Service Transition & Handover Governance

• Own and govern the build-to-operate transition framework and associated acceptance gates.
• Ensure operational readiness prior to handover, including:
  • Systems and tools
  • Spares and inventory
  • Standard Operating Procedures (SOPs)
  • Staffing and local capability readiness
  • Escalation processes aligned to in-country operations
• Provide final operational readiness sign-off prior to service acceptance.

SLA Governance (Operate Phase)

• Own and manage SLA performance dashboards, including:
  • Network uptime
  • Mean Time to Repair (MTTR)
  • Backlog ageing
• Ensure SLA performance aligns with operational and regulatory expectations in Kenya.
• Analyse recurring faults and enforce corrective and preventative actions.
• Authorise and oversee high-priority incident responses, including mobilisation and recovery planning.

Compliance & Governance

• Ensure compliance with applicable Kenyan legislation and standards including but not limited to:
  • Employment Act 2007
  • Occupational Health & Safety requirements
  • Telecommunications and infrastructure regulations
• Ensure all operational activities align with governance frameworks, contractual obligations, and local regulatory requirements.

Key Performance Indicators (KPIs)

• Delivery run rate adherence vs plan
• SLA performance (uptime, MTTR, backlog reduction)
• Transition readiness and successful handovers
• Reduction in operational blockers and delays
• Regulatory and compliance adherence
• Stakeholder satisfaction and engagement effectiveness

Qualifications & Experience

• Bachelor's degree in Engineering, Operations Management, Telecommunications, or related field
• Minimum 5–8 years' experience in operations, telecommunications, or infrastructure delivery
• Proven experience operating within Kenya or East African markets (preferred)
• Experience managing multi-vendor and contractor ecosystems
• Strong understanding of fibre, network infrastructure, or large-scale rollout environments

Skills & Competencies

• Strong operational planning and execution capability
• Stakeholder and relationship management (public and private sector)
• Problem-solving and decision-making in complex environments
• Governance, compliance, and risk management orientation
• Analytical and performance management skills
• Cultural awareness and ability to operate in diverse environments