Senior Manager Service Delivery and Operations (KZN) - N/A09959
Applications accepted until:
Number of Openings

Company Overview

A subsidiary of Econet Global, Liquid Telecom is the leading independent data, voice and IP provider in eastern, central and southern Africa. It supplies fibre optic, satellite and international carrier services to Africa's largest mobile network operators, ISPs and businesses of all sizes. It also provides payment solutions to financial institutions and retailers, as well as award winning data storage and communication solutions to businesses across Africa and beyond. Put simply, we connect people.

We started out by questioning the way things are done and being single-minded in our determination to improve them. Everything we do is driven by a simple yet powerful belief that everyone in Africa has the right to be connected. Over the last decade, this vision has helped us change the face of communications in the region.

Our future-focused approach to new product development makes our services enduringly adaptable.

€œWe have to focus on services of the future and new revenue streams not as a side show to infrastructure but as the main show leveraging off the infrastructure which we have.€ - Nic Rudnick

 Our flexible and dynamic business model keeps us at the forefront of telecoms innovation. And by listening to customers, we ensure that our solutions are constantly evolving to meet their needs. In June 2017, Liquid Telecom raised $700m in a bond and term-loan issue that will help Liquid Telecom refinance debt and provide a war chest for further acquisitions.

Our Beliefs

At the very core of our business is our belief that every individual on the continent has the right to be connected. We believe that the power of technology will create better and brighter lives for everyone.

We're for everyone - Being connected shouldn't just be for the privileged few. We believe it's for everyone and this was recognised at the AfricaCom Awards 2013 when we won an award for Best Cost Efficiency Solution. The sense of doing the right thing runs through every aspect of our business.

Integrity - Having integrity in everything we do has made us what we are today. We are all encouraged to play our part and take responsibility for doing things right €“ and doing the right thing.

Only The Best Will Do - We're constantly striving to deliver the best communications technology to everyone €“ from the smallest communities to the biggest businesses in the region.

Don€™t Talk Do - We listen carefully to our customers, then we deliver beyond their expectations. This €˜can do' attitude is key to our success.

In It For The Long Run - We've invested heavily in our own network and technology. We created the largest single fibre network in the region, which stretches over 18,000km across borders to connect people locally, nationally and internationally. We're not stopping there €“ we're continuing to invest so we can connect people all over Africa.

Further information can be found at

Paterson Grade:



KwaZulu Natal

Job Purpose:

To manage regional network operations inclusive of service delivery and staff compliment of specific sub-departments within the CDSM (COO) department, including, but not limited to all the associated technologies, to provide a service that seamlessly integrates to the entire business unit and the overall Network.
The Role facilitates and enables support of cross functional initiatives with Sales (via interaction with Key Account Management team), Service Delivery Management, Service Management, Contractors and Network Engineering teams.

Minimum Requirements of Job

Formal Qualifications Required

  • A Technical Degree Diploma and Business Degree/Diploma
  • MBA or management qualification
  • ITIL V3 Foundation
  • Cisco or similar certification


Job Related Experience Required

  • 10 years ICT environment
  • 5 years Telecommunications operations management
  • 5 years Technical experience and relevant technical certification
  • 5 years Management experience (middle)


Job Related Knowledge Required

  • Knowledge of telecommunications environment
  • Knowledge of ICT technology, products and services
  • Understanding of the telecommunications value chain
  • Experience in working with cross-functional teams
  • Finance and Contract management
  • Strong Project Management and Organization skills
  • Knowledge of the South African labour legislation
  • Proven Customer Experience/Relationship Management experience
  • Good Problem Management experience


Job Related Skills Required

  • Effective communication and report writing skills
  • Analytical thinking
  • Engagement skills with management at all levels
  • Proactive and organised, able to prioritize
  • Highly motivated and self-disciplined
  • Able to work independently or in a team
  • Process orientated and ability to adapt
  • Good Leadership and People Management skills
  • Dealing with cross-functional work groups.
  • Must be able to perform under pressure and make progress with many concurrent (and sometimes) conflicting priorities.
  • Must be Customer oriented, can absorb Customer priories and risks and translate into actionable Business requirements



Key Outputs:

Operations Management (Preventative, Reactive & Corrective) Inside & Outside Plant

Oversees and drives the business strategic plan for preventative, reactive and corrective maintenance on the LTSA Network and Customer Managed Services networks (inclusive of IP, Voice, Transport and Managed Services €“ LAN & Voice)

  • Oversee field resolution capability for specific customers to ensure compliance with SLAs
  • Overall Managing of and accountability for network operations to reduced unscheduled downtime and to deliver a superior service to all customers.
  • Strategic Management of Fault diagnostic process and resolution to ensure it meets Liquid Telecom requirements
  • Own, Create, Review and Revise service assurance processes to maintain compliance.
  • Create and ensure support maintenance is in place to deliver efficient services to both internal and external stakeholders (both remedial and preventative).
  • Oversee the execution of designs from Network Engineering, where necessary, to ensure seamless interaction between departments
  • Manage incident escalation resolution matrix operating in senior capacity within the escalation matrix to ensure that correct decisions are made and in the interest of the client and LTSA network
  • Oversee the spares availability for all Core, Access, CPE equipment, Facility and Optic Fibre infrastructures
  • Oversee the availability of correct test equipment as reported and managed by Line managers
  • Review and approve Root Cause Analysis for all Major Events on the Network to ensure systems are developed and put in place to prevent or mitigate its reoccurrence
  • Provide feedback and escalations to Network Engineering, Service Delivery & Service Management regarding network improvements required to improve stability and capacity of deployed infrastructure and services.
  • Communicate with various stakeholders on the progress of repairs or maintenance to track progress against required LTSA standard and/or SLAs
  • Ensure that support teams follow the Change Control process to log and track change requests on specified systems where customer services are affected or placed in jeopardy.


Operations €“ Facility Operations Management (Preventative, Reactive & Corrective)

Oversees and drives the preventative, reactive and corrective maintenance at all LTSA POP sites (inclusive of Building Infrastructure, Cooling, AC & DC power)

  • Management of field resolution capability for Facility Infrastructure at POP sites to ensure compliance with SLAs
  • Overall Management and accountability of preventative maintenance activities
  • Strategic Management of the fault diagnostics and resolution to ensure it meets Liquid Telecom requirements
  • Own, Create, review and revise service assurance processes to maintain compliance.
  • Create and ensure support maintenance is in place to deliver efficient services to both internal and external stakeholders (both remedial and preventative).
  • Acceptance and custodianship of POP infrastructure upgrades and new POP sites
  • Oversee the overall spares availability for all Network POP infrastructures in collaboration with Engineering
  • Oversee the availability of correct test equipment and tools
  • Review and approve Root Cause Analysis for all Major Events on the Network Infrastructure to ensure systems are developed and put in place to prevent or mitigate its reoccurrence
  • Communicate with executive stakeholders on the progress of repairs or maintenance to track progress against required LTSA standard and/or SLAs


Delivery €“ Build & Final Provisioning

Manage the implementation and provisioning of new services to enterprise and managed services customers

  • Strategic Management of service delivery targets as per AOI, Service Delivery forecasts & Customer Escalations and Customer constraints.
  • Ensure performance requirements of new services are met to ensure revenue and customer satisfaction
  • Manage and oversee the completion of projects executed by LAN and ISP contractors
  • Oversee and support equipment availability and quality of installations at customer premises
  • Manage and oversee equipment preparation and configurations, and ensure correct performance against ordered service
  • Oversee construction in the road reserves and ensure adherence to standards and quality
  • Manage incoming and outgoing €œRight of Way€ approvals within agreed SLA€™s (Municipalities and other Operators)
  • Ensure site surveys and kick-off meetings are conducted.
  • Effectively deal with customer escalations and complaints regarding new services and deployed infrastructure.
  • Ensure compliance to Health and Safety
  • Oversee and Manage the recovery of equipment (customer cancellations)


Financial Management

Financial management of the departments spend in line with the approved budget. Forecasting of future budget requirements OPEX & CAPEX

  • OPEX: Budget, plan and manage the expenditures and costs against delivered and realized benefits. Ensure spend is within the planned AOP.
  • CAPEX: Budget, plan and manage the expenditures and costs against delivered and realized technical or strategic benefits. spend is within the planned AOP
  • Ensure technical motivations, PR/PO approvals and GRN completions are completed on time
  • Preparation and Management of Annual Operational and Capital Budgets to meet strategic objectives of the department
  • Ensure costs for area of accountability are managed appropriately and contained within agreed budget, variances accounted for and justified. Continuous review of costs and benefits.


Management of Business Unit

Business management of the department, internal and external stakeholders to meet company strategic goals and objectives

  • Develop business plans in line with the business unit goals and objectives to assist in achieving the overall organizational objectives.
  • Recognizes areas for internal improvement and develop plans for implementation.
  • Ensure that the business unit objectives are met through effective performance management and measurement.
  • Operational delivery of strategic objectives by ensuring resources aligned to support accordingly.
  • Strategic Management of relationships between line of business and the various business partners to deliver superior service
  • Developing and managing various relationships internally and externally to ensure effective service assurance and delivery
  • Lead interactions with internal and external auditors to deliver on favourable outcomes
  • Manage Occupational Health, Safety and Environmental programmes within area of responsibility
  • Manage programmes and processes to support various ISO accreditation
  • Effectively manage vendors and contractors to comply and align with various customer SLAs
  • Oversee Service Level Agreement compliance, ensure contract close-out, extension or renewal and monitor transaction compliance
  • Manage contracts as per the agreed SLA and issue penalties where applicable


Team Management

  • Monitor costs associated with staff such as overtime, allowances, leave and training, to ensure they meet requirements set out in policy as well as those directed to meet organizational objectives
  • Ensure that all human resources are appropriately managed in terms of performance and development including performance management and career development initiatives
  • Manage staff to achieve the departmental objectives in line with the operating plan and company strategy
  • Mentoring of all direct reports to in line with performance management objectives and ensure continuity plans
  • Oversee the development and management of the shift rosters, to ensure 24X7 operations are fully staffed and maintained with competent individuals
  • Manage discipline, corporate governance, training and development, administration, appointments and staffing, performance management, career and succession planning


Health & Safety and Operations Risks

  • Oversee issues and risks raised against all Implementation and Operations activities
  • Initiating extra activities and interventions wherever gaps in the delivery and operations processes are identified
  • Manage and oversee the health and safety of the department and ensure all compliance requirements are met
  • Interact with internal and external stakeholder to implement plans to reduce the risks associated with vandalism and theft of company assets
  • Support, develop and manage the business continuity management plans for departments area of responsibility
  • Ensures that all audits conducted will be clear and no findings are associated with performance, availability, financial or project processes

Equity Statement:

In line with our company transformation policies, preference will be given to EE candidates.