Service Delivery Senior Specialist

About the role

We are seeking a Service Delivery Senior Specialist to lead the end‑to‑end FTTH customer journey, from order receipt through installation, activation and after‑sales support. The role sits within the Operations team and works closely with internal departments, field teams, installation partners and outsourced vendors to ensure a seamless experience for both consumer and enterprise customers.

Key responsibilities

• Lead and manage the FTTH service delivery process, ensuring SLAs are met for all customer segments.
• Coordinate installation scheduling, resource allocation and activation, monitoring performance and removing bottlenecks.
• Own partner relationships, set and track KPIs, and conduct regular governance and operational review meetings.
• Develop and coach the service delivery and after‑sales teams, fostering a high‑performance, customer‑centric culture.
• Handle post‑installation support, fault management, service upgrades/downgrades, relocations and disconnections while reducing repeat visits and escalations.
• Drive proactive communication during outages and generate regular performance reports for management.
• Identify automation opportunities and support digital transformation initiatives to improve operational efficiency.

Required profile

• Proven experience managing end‑to‑end FTTH service delivery in a telecom environment.
• Strong track record of meeting delivery SLAs and improving customer satisfaction.
• Excellent stakeholder management skills with experience overseeing partners and vendors.
• Ability to lead, coach and develop multidisciplinary teams.
• Analytical mindset with a focus on continuous improvement and process optimisation.

Required skills

• FTTH technology knowledge