Job Description
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About This Opportunity
We are seeking an Enterprise and FTTX Service Manager is responsible for the end-to-end delivery, performance, and continuous improvement of Enterprise/FTTX services, ensuring services are delivered in line with agreed SLAs, KPIs, quality, cost, and customer experience targets. The role acts as the key bridge between customers, internal operational teams, inter domain and inter department and external partners or vendors, ensuring stable operations and high service availability across the Enterprise and FTTX network.
What you will do
Own and manage end-to-end Enterprise and FTTX service delivery from provisioning to Acceptance, assurance and restoration.
Ensure compliance with Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and regulatory requirements.
Monitor network performance, service availability, fault trends, and customer-impacting events.
Lead service recovery during major incidents, outages, and escalations, ensuring timely communication and timely resolution including stakeholder notifications. To call and lead War Room
Drive root cause analysis (RCA) and corrective/preventive actions for recurring Enterprise and FTTX issues.
To perform standby duties after office hours as per requirements
Partner & Vendor Management
To support Enterprise and FTTX rollout, installation, and maintenance partners to ensure Operational Readiness is met.
Act as the single point of accountability for enterprise, wholesale, or high-value Enterprise and FTTX customers for end customer.
Maintain strong relationships with internal stakeholders (NOC, Back Office, Field Operations, DPQ, SVM).
Lead customer service reviews, performance reporting, and service improvement discussions.
Handle escalated complaints and high-impact customer issues professionally.
Define, track, and report KPIs such as SLA availability, MTTR, installation lead time, and repeated faults.
Analyse trends in incidents, complaints, and operational costs to identify systemic improvements.
Prepare operational dashboards, executive reports, and management updates.
Ensure Change Management processes are dully followed for Enterprise and FTTX related services
Ensure Preventive Maintenance activities are coordinated and completed on committed timeline for all Enterprise and FTTX services
To ensure all Enterprise and FTTX database are managed and updated timely
Drive service optimisation, cost efficiency, and operational excellence initiatives.
Ensure ITIL-aligned processes for Incident, Problem, Change, and Service Improvement Management.
Support Enterprise and FTTX rollout readiness, acceptance into BAU, and service stabilisation phases.
The skills you bring
Bachelor's degree in Telecommunications, Engineering, IT, or equivalent experience.
Typically 3-5+ years in Enterprise/FTTX operations, or network management roles.
Hands-on experience with FTTX eco-system, service assurance, NOC/field operations, or rollout delivery.
ITIL certification or Project or service management certification (PMP, PRINCE2) is an advantage.
Strong understanding of Enterprise and FTTX / fibre access networks, service assurance, and field operations. PON & Metro-E Architecture: Advanced knowledge of OLT/ONT/BRAS/RADIUS configurations, Optical Budgeting, Metro-Ethernet backhaul and Layer 2/3 Networking
Proven experience in service delivery management and major incident management.
KPI-driven mindset with strong analytical and problem-solving skills.
Excellent stakeholder, vendor, and customer management capabilities.
Strong communication skills, especially during outages and escalations.
Ability to work under pressure in a 24/7 service environment
