Head, Network Operations & Service Delivery at NatCom Development & Investment Limited (Ntel)

NatCom Development & Investment Limited, trading as ntel, is licensed by the Nigerian Communications Commission (NCC) to provide world-class telecommunications services. We are the Next Frontier of connectivity, real estate & infrastructure. Powered by Beam, Eden, Titan

We are Nigeria’s most revolutionary telecom company, delivering a 4G LTE Advanced network with lightning-fast call-connect times, crystal-clear Voice over LTE, and extraordinarily high internet speeds. Our mission is to redefine the nation’s telecommunications landscape by delivering cutting-edge technology, ensuring maximum coverage, and creating real value for our customers. We are guided by our LIVE principle — Leadership, Innovation, Value and Experience — empowering individuals and enterprises across Nigeria.

We are recruiting to fill the position below:

Job Title: Head, Network Operations & Service Delivery

Locations: Lagos (with travel as required)  
Employment Type: Full-Time
Department: Engineering Senior Manager

Job Summary

• The Head, Network Operations & Service Delivery is responsible for leading the operational management, service assurance and delivery governance of NTEL’s technology infrastructure and customer services.
• The role provides leadership across Network Operations, Service Delivery, Operational Excellence and the Technology Mobilisation Office (TMO), ensuring that network services remain reliable, customer-focused and operationally efficient.
• The position establishes operational governance, standard operating procedures, service management frameworks and operational readiness processes to support NTEL’s technology transformation and commercial growth.
• The role serves as the operational authority within the Chief Technology & Innovation Office (CTIO), ensuring seamless transition of projects into Business-as-Usual (BAU) operations while driving continuous improvement across technology operations

Key Responsibilities
Network Operations

• Lead the day-to-day operation of NTEL’s technology infrastructure and Network Operations Centre (NOC).
• Ensure proactive monitoring of network performance, service availability and operational health.
• Manage Incident, Problem and Change Management processes.
• Coordinate operational response during critical network events.
• Drive operational efficiency through automation and continuous improvement.
• Ensure operational readiness for new technologies and service launches.

Service Assurance:

• Lead end-to-end service assurance across all technology services. 
• Monitor service quality and customer experience. 
• Coordinate resolution of major incidents and customer-impacting issues. 
• Establish service reporting dashboards and operational performance reviews.
• Ensure compliance with agreed Service Level Agreements (SLAs).

Delivery Governance:

• Establish operational governance across network deployment and service delivery activities.
• Review operational readiness for project implementation and customer acceptance.
• Participate in Change Advisory Boards (CAB) and operational governance forums.
• Ensure compliance with operational standards, methodologies and quality processes.
• Coordinate cross-functional operational planning across Engineering, Commercial and Enterprise teams.

Operational Excellence & Process Improvement:

• Develop and maintain Standard Operating Procedures (SOPs).
• Standardise operational workflows across the Technology organisation.
• Drive automation initiatives to improve operational efficiency.
• Lead continuous improvement programmes across Operations.
• Monitor operational KPIs and implement improvement initiatives.
• Promote operational best practices and governance.

Technology Mobilisation Office (TMO):

• Establish and coordinate the Technology Mobilisation Office (TMO).
• Coordinate operational readiness for all technology programmes.
• Ensure structured transition from project implementation into operational support.
• Coordinate Go-Live readiness assessments.
• Track implementation milestones and operational dependencies.
• Facilitate cross-functional programme governance and executive reporting.

Strategic Programme Support Provide operational leadership for:

• National Roaming Programme
• Project NOVA
• Air Fiber Expansion
• Enterprise Connectivity Services
• Digital Services
• Future Technology Deployments

Responsibilities include:

• Operational readiness
• Service acceptance
• Operational risk assessment
• Go-Live planning
• Service transition
• Post Go-Live support

Customer Experience & Service Quality:

• Monitor customer-impacting operational performance.
• Drive initiatives to improve service quality and customer satisfaction.
• Analyse operational trends and recommend corrective actions.
• Ensure operational decisions support customer experience objectives.

Vendor & Service Partner Management:

• Manage operational relationships with managed service providers and technology vendors.
• Monitor vendor performance against agreed SLAs and KPIs.
• Coordinate operational escalations with external partners.
• Support operational acceptance of vendor deliverables.
• Ensure vendor compliance with operational standards.

Team Leadership

• Lead and develop Operations, Service Assurance and TMO teams.
• Build a culture of operational discipline, accountability and customer focus.
• Develop technical capability and succession plans.
• Promote continuous learning and operational excellence.
• Foster collaboration across Engineering, IT, Commercial and Enterprise teams.

Requirements

• Bachelor’s Degree in Electrical/Electronics Engineering, Telecommunications Engineering, Computer Science or a related discipline.
• Master’s Degree is an added advantage.
• Must have 8–10 years’ experience in telecommunications operations, network rollout or managed services.
• Minimum of 3 years in a technical operations, service delivery or network implementation leadership role.
• Demonstrated experience managing multi-vendor telecommunications environments.
• Experience establishing operational governance, delivery processes and service management frameworks.
• Strong understanding of mobile, fixed and enterprise telecommunications operations.

Technical Competencies:

• Network Operations Management
• Wireless Network Delivery
• Service Assurance
• Incident & Problem Management
• Operational Governance
• Network Performance Management
• Change Management
• Service Transition
• Process Improvement & Automation
• Process Improvement & Automation

Leadership Competencies:

• Operational Leadership
• Strategic Thinking
• Customer Focus
• Process Improvement
• Stakeholder Management
• Decision Making
• Executive Communication
• Coaching & Mentoring
• Collaboration
• Results Orientation

Application Closing Date
Not Specified.

How to Apply
Intereseted and qualified candidates should send their CV (PDF file) to: careers@ntel.com.ng using the Job Title the subject of the mail.