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

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  Establish and embed a structured operational governance cadence (daily, weekly, and monthly operational reviews) aligned to local delivery requirements.
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  Define and implement escalation frameworks, sign-off authorities, and acceptance gates in line with Kenyan operational and regulatory requirements.
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  Develop and maintain core operational trackers, including:
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    Delivery run rate
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    Blockers and risks
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    Rework tracking
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    Health & Safety compliance (aligned to applicable regulatory requirements)
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    SLA readiness

Integrated Delivery Control (Run Rate Engine)

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  Own and maintain the integrated delivery plan across all workstreams, including poles, power, fibre, CCTV, and activations.
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  Conduct weekly run rate reconciliation (planned vs actual performance), including implementation of recovery actions.
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  Proactively manage constraints impacting delivery, including:
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    Wayleaves and permits (county governments, road authorities)
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    Site access and community engagement
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    Utility dependencies (power, civil works)
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    Material and stock availability (local supply chain constraints)

Prime Interface & Operational Stakeholder Management

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  Act as the primary operational interface with key stakeholders across delivery and operations environments.
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  Engage with regulatory and public sector stakeholders where required, including:
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    Communications Authority of Kenya
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    County governments and permitting authorities
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  Chair operational readiness, coordination, and acceptance forums.
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  Drive resolution of cross-party operational blockers involving contractors, subcontractors, vendors, utilities, and authorities.

Service Transition & Handover Governance

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  Own and govern the build-to-operate transition framework and associated acceptance gates.
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  Ensure operational readiness prior to handover, including:
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    Systems and tools
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    Spares and inventory
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    Standard Operating Procedures (SOPs)
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    Staffing and local capability readiness
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    Escalation processes aligned to in-country operations
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  Provide final operational readiness sign-off prior to service acceptance.

SLA Governance (Operate Phase)

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  Own and manage SLA performance dashboards, including:
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    Network uptime
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    Mean Time to Repair (MTTR)
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    Backlog ageing
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  Ensure SLA performance aligns with operational and regulatory expectations in Kenya.
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  Analyse recurring faults and enforce corrective and preventative actions.
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  Authorise and oversee high-priority incident responses, including mobilisation and recovery planning.

Compliance & Governance

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  Ensure compliance with applicable Kenyan legislation and standards including but not limited to:
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    Employment Act 2007
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    Occupational Health & Safety requirements
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    Telecommunications and infrastructure regulations
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  Ensure all operational activities align with governance frameworks, contractual obligations, and local regulatory requirements.

Key Performance Indicators (KPIs)

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  Delivery run rate adherence vs plan
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  SLA performance (uptime, MTTR, backlog reduction)
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  Transition readiness and successful handovers
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  Reduction in operational blockers and delays
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  Regulatory and compliance adherence
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  Stakeholder satisfaction and engagement effectiveness

Qualifications & Experience

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  Bachelor's degree in Engineering, Operations Management, Telecommunications, or related field
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  Minimum 5–8 years' experience in operations, telecommunications, or infrastructure delivery
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  Proven experience operating within Kenya or East African markets (preferred)
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  Experience managing multi-vendor and contractor ecosystems
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  Strong understanding of fibre, network infrastructure, or large-scale rollout environments

Skills & Competencies

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  Strong operational planning and execution capability
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  Stakeholder and relationship management (public and private sector)
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  Problem-solving and decision-making in complex environments
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  Governance, compliance, and risk management orientation
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  Analytical and performance management skills
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  Cultural awareness and ability to operate in diverse environments