Alcatel-Lucent Central Operations Director-MS-Airtel in Nairobi, Kenya


Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things.

Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.


Bachelors Degree in Telecommunication engineering having minimum 10 years of Operations and Maintenance in vendor environment.

Main Purpose of Role:

Operation Director represents as a single point of contact for the entire Managed services delivery end to end.

Main Responsibility Areas:

Organizational Leadership & Development

Contractual Service Delivery

Business Development & Support

3rd Party Management

Profit & Loss

Key Tasks:

Responsible for project and service related customer satisfaction;

Customize and implement Managed services delivery strategy in the CBT according to the SBU and CT strategy / business plans.

Responsible for the contract execution performance (KPIs, cost, timelines, revenue recognition )

Consolidates all the Managed services delivery business

Validating any new business case proposed by the CBT/CT.

Ensure unified operational processes implementation as per NSN ops model.

Owning customer relationship management in the area of Network operations, delivery and performance

Ensures the compliance of projects with the quality guidelines and requirements of the CT

cost budgeting for Managed services

SPOC - Follow-up mobility escalation with opco Operation team

Piloting new product trials & special projects (3G)

Regular reviews of cross functional tam in opco

Development of Processes and carry out Process improvement

Delivery of Engineering and Operational services to customer in line with contractual scope, KPIs and SLAs which may vary time to time. Appendix;KPI

Ensure customer s network performance is maintained/improved in line with contract.

Cost budget approval and control; Cost efficiency improvement, achieve or better projected costs and gross margin

Customer liaison and governance to ensure satisfaction

Third party management, liaison and governance to ensure compliance and good working relationships

Responsible for sustainable continuous improvement in operational efficiency and productivity in line with a defined service improvement plan

Responsible for ensuring appropriate processes and procedures are in place to deliver the service at the contracted levels

Responsible for 3rd party/subcontractor management, service performance and SLAs

Responsible for operational contract management between NSN and customer

Responsible for executing appropriate internal and external governance

Responsible for implementing OLAs between project organization and other interdependent NSN entities

Responsible for delivery of operational & cost management reporting

Support pre sales for achieving the targets where ever required.

Support the sales lifecycle, defining, discussing and agreeing scope of work; owning the operational solution proposed to the customer, including costs estimates to be included in business case

Actively participate in customer negotiations and contract development

Service provider responsible for defining interfaces and information flows between NSN, customer, 3rd parties

Service provider responsible for set up of IT & operational tools environment to deliver defined service Transformation (where applicable)

Key Competencies:

Managed Services Operational / Business Management


People Management

Process Management

Customer Service

Business Awareness


Key Interfaces:

Airtel Network Director, Managing Director

Project Director (NSN) , Care Manager , NPO Manager NSN Airtel Delivery org

Bharti CBT / CT .

Procurement .

Project / CT F&C

MS services suppliers & Subcontractors

Key Performance Measures:

Customer satisfaction

Contractual KPI s / SLA s .


Employee churn

Position Requirements

flexibility to travel

Contact: Ravi Reddy

Job: fNokia NW Operations & Maintenance

Primary Location: Middle East & Africa-Kenya-Kenya-Nairobi

Req ID: 1700000BQB