Operations Manager

The Operations Manager is responsible for establishing, governing, and optimising the end-to-end operational delivery model across build, transition, and operate phases within Kenya. The role ensures integrated delivery execution, operational readiness, regulatory compliance, stakeholder alignment, and sustained SLA performance in a multi-partner, infrastructure-driven environment.

Key Responsibilities

Mobilisation & Operating Model

• Establish and embed a structured operational governance cadence (daily, weekly, and monthly operational reviews) aligned to local delivery requirements.

• Define and implement escalation frameworks, sign-off authorities, and acceptance gates in line with Kenyan operational and regulatory requirements.

• Develop and maintain core operational trackers, including:

• Delivery run rate

• Blockers and risks

• Rework tracking

• Health & Safety compliance (aligned to applicable regulatory requirements)

• SLA readiness

Integrated Delivery Control (Run Rate Engine)

• Own and maintain the integrated delivery plan across all workstreams, including poles, power, fibre, CCTV, and activations.

• Conduct weekly run rate reconciliation (planned vs actual performance), including implementation of recovery actions.

• Proactively manage constraints impacting delivery, including:

• Wayleaves and permits (county governments, road authorities)

• Site access and community engagement

• Utility dependencies (power, civil works)

• Material and stock availability (local supply chain constraints)

Prime Interface & Operational Stakeholder Management

• Act as the primary operational interface with key stakeholders across delivery and operations environments.

• Engage with regulatory and public sector stakeholders where required, including:

• Communications Authority of Kenya

• County governments and permitting authorities

• Chair operational readiness, coordination, and acceptance forums.

• Drive resolution of cross-party operational blockers involving contractors, subcontractors, vendors, utilities, and authorities.

Service Transition & Handover Governance

• Own and govern the build-to-operate transition framework and associated acceptance gates.

• Ensure operational readiness prior to handover, including:

• Systems and tools

• Spares and inventory

• Standard Operating Procedures (SOPs)

• Staffing and local capability readiness

• Escalation processes aligned to in-country operations

• Provide final operational readiness sign-off prior to service acceptance.

SLA Governance (Operate Phase)

• Own and manage SLA performance dashboards, including

• Network uptime

• Mean Time to Repair (MTTR)

• Backlog ageing

• Ensure SLA performance aligns with operational and regulatory expectations in Kenya.

• Analyse recurring faults and enforce corrective and preventative actions.

• Authorise and oversee high-priority incident responses, including mobilisation and recovery planning.

Compliance & Governance

• Ensure compliance with applicable Kenyan legislation and standards including but not limited to:

• Employment Act 2007

• Occupational Health & Safety requirements

• Telecommunications and infrastructure regulations

• Ensure all operational activities align with governance frameworks, contractual obligations, and local regulatory requirements.

Key Performance Indicators (KPIs)

• Delivery run rate adherence vs plan

• SLA performance (uptime, MTTR, backlog reduction)

• Transition readiness and successful handovers

• Reduction in operational blockers and delays

• Regulatory and compliance adherence

• Stakeholder satisfaction and engagement effectiveness

Qualifications & Experience

• Bachelor's degree in Engineering, Operations Management, Telecommunications, or related field

• Minimum 5–8 years' experience in operations, telecommunications, or infrastructure delivery

• Proven experience operating within Kenya or East African markets (preferred)

• Experience managing multi-vendor and contractor ecosystems

• Strong understanding of fibre, network infrastructure, or large-scale rollout environments

Skills & Competencies

• Strong operational planning and execution capability

• Stakeholder and relationship management (public and private sector)

• Problem-solving and decision-making in complex environments

• Governance, compliance, and risk management orientation

• Analytical and performance management skills

• Cultural awareness and ability to operate in diverse environments