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.
https://www.hotnigerianjobs.com/hotjobs/925620/head-network-operations-service-delivery-at-natcom.html