Technical Services and Infrastructure Operations Department Director

 

Our client is seeking an experienced Technical Services and Infrastructure Operations Department Director to lead the technical operations function, drive operational excellence and ensure high-quality and reliable service delivery.

Key Responsibilities

Technical Operations Strategy

• Develop and implement the annual strategic plan and operational programme for technical operations, aligned with the overall company strategy and business objectives.
• Contribute to the development and implementation of the broader company strategy through the technical operations function.
• Develop annual operational plans for regions and field teams in line with strategic priorities.
• Identify opportunities for improvement and translate them into initiatives that enhance processes, procedures and operational results.

Technical Operations & Infrastructure Management

• Lead and oversee the overall technical operations function, ensuring effective planning, organisation, execution and control of activities.
• Take responsibility for the development and continuous improvement of network infrastructure and key service and signal performance parameters, in line with defined standards.
• Identify operational gaps and coordinate corrective and improvement measures.
• Ensure optimal allocation and utilisation of resources to achieve operational targets and quality standards.
• Conduct field visits and reviews to monitor implementation, identify improvement opportunities and ensure operational standards are consistently applied.

Performance Management

• Take overall responsibility for the performance of the technical operations function and its teams.
• Establish and monitor effective performance metrics to provide continuous insight into key success areas and opportunities for improvement.
• Monitor productivity and contribution across technical operations teams and field resources.
• Drive initiatives and new directives aimed at improving operational efficiency and performance.

Cross-Functional Collaboration

• Establish and maintain effective cooperation with internal organisational units to improve customer experience and overall service quality.
• Ensure effective communication and coordination between technical operations and other relevant business functions.

Processes, Technical Standards & Procedures

• Develop, implement and continuously improve internal procedures, technical standards and operational guidelines.
• Ensure consistent implementation and compliance with established technical and operational standards.
• Ensure appropriate and efficient use of materials, equipment and other operational resources.

Budget Management

• Develop and manage the technical operations budget, ensuring effective planning and execution.
• Monitor budget utilisation and ensure financial discipline within the function.
• Manage incentive and bonus schemes within the allocated budget to support performance and operational objectives.

People Leadership & Development

• Lead, engage and develop technical operations teams and field resources.
• Participate in recruitment, onboarding, training and development activities.
• Set clear expectations, monitor performance and provide ongoing feedback and support.
• Build a stable, high-performing and professional team capable of delivering consistent service quality.

Requirements

• University degree, preferably in Engineering, Telecommunications, IT or a related field.
• Significant professional experience in technical operations, infrastructure, telecommunications or a related industry, including substantial experience in a leadership role.
• Proven track record of leading large and/or complex technical operations and driving business-critical initiatives.
• Strong strategic thinking and the ability to translate business strategy into clear operational priorities and measurable results.
• Demonstrated experience in leading organisational change, continuous improvement and operational transformation.
• Strong commercial and financial acumen, including experience with budgeting, resource optimisation and performance management.
• Proven ability to lead, develop and motivate large technical teams and build a culture of accountability and high performance.