Operations Manager
Level-Up
- Nairobi
- Contract
- Full-time
- 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
- 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)
- 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.
- 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.
- 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.
- 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.
- 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
- 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
- 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