Role purpose:

Vodafone is Oman’s latest Network Operator. The presence of Vodafone in Oman will contribute to the development of all sectors, including the economic and educational sectors, and in line with Oman Vision 2040.

Our purpose is to ‘Connect for a Better Future ‘which underpins everything we do. Our solutions will positively impact society as we connect everyone in Oman for a better future. What we offer are market-leading customer experiences and innovative digital services.

We are looking for energetic self-starters to work in this 100% Omani owned, positive collaborative start-up environment, where key talents will create Oman’s happiest workplace. We are looking for individuals with an entrepreneurial mindset who get excited by challenges and constant change and truly want to positively impact the lives of our customers and the people of Oman.

We are seeking a highly skilled and experienced Service Delivery and Assurance Lead to join our Technology operations team. Who will be responsible for e2e delivery and assurance of service to MVNO and Wholesale customers. The ideal candidate will have deep technical expertise in Mobile 5G,4G and 2G Services, Roaming assurance and customer experience management, Audits and quality control, SLAs, KPIs and KQI Governance.

Key accountabilities and decision ownership:

• Oversee the delivery of mobile services, ensuring they align with customer agreements and service level agreements (SLAs).
• Manage the end-to-end service lifecycle, from provisioning to post-delivery support.
• Coordinate with internal teams and external partners to ensure seamless service delivery.
• Ensure customer complaints are addressed and resolved on time and proactively monitored to reduce re-occurrence as per the agreed SLAs.
• Own and Manage Daily / weekly / Monthly service governance calls with all stake holders ensuring all KPIs and SLAs are tracked monitored and delivered.
• Develop and implement quality assurance processes to monitor and improve service delivery standards.
• Conduct regular audits and performance reviews to ensure compliance with SLAs and operational standards.
• Address and resolve service-related issues and escalations in a timely manner.
• Identify and implement process improvements and automation opportunities to enhance efficiency, reliability, and customer satisfaction.
• Monitor key performance indicators (KPIs) and service metrics to drive performance improvements.
• Analyse customer feedback and service data to identify areas for improvement.
• Collaborate with customer support and product teams to address and resolve service-related customer issues.
• Develop and execute strategies to enhance the overall customer experience.
• Manage relationships with external vendors and partners to ensure service quality and performance.
• Negotiate contracts and service agreements with third-party providers.
• Monitor vendor performance and ensure compliance with contractual obligations.
• Prepare and present reports on service delivery performance, quality metrics, and improvement initiatives.
• Maintain comprehensive documentation of service delivery processes, standards, and operational procedures.

Core competencies, knowledge, and experience:

• Uses a range of research and data analysis techniques to identify changes in the operating environment that have a direct impact on business.
• Translates data into insights that identify opportunities and highlights threats to the business.
• Be able to work independently and must have prior knowledge on how to manage, escalate and resolve telecom and IT technology issues in a management service context.
• In-depth knowledge of MVNO operations, service delivery processes, and quality assurance practices.
• Excellent problem-solving and analytical skills. Good working knowledge of shift based 24/7 operating in a managed services environment for Telco.
• Good understanding of industry standards & best practices like ITIL, ISO 2000 and ISO2700.
• Working experience on the key Operational processes like, event, Incident, change, problem, and Service Management.
• Good Understanding of Service Management and Service KPIs, Excellent Partner and Vendor management
• Ability to make decisions outside of established procedures but within a policy framework. Experience in Management & definition of operational KPI’s, SLAs, OLAs, TAT etc for Manages Service Partners.
• Good written and spoken English. Written and spoken Arabic is an advantage.
• Excellent reporting & Communication skills

Key Job indicator:

• Service Availability >99.9 %
• Customer complaints within set KPI targets.
• Reduction in Number of Incidents and customer complaints quarterly
• Highest Customer satisfaction score and NPS.
• Automated dashboards, reports and customer complaint management.

Must have technical / professional qualifications:

• Bachelor’s degree in engineering or information Technology from a recognized university or equivalent
• At least 8+ years work experience in similar technology operations Managed Services environments out which 3+ in supporting MVNO.
• Good Understanding of Mobility Network daily O&M processes & Good knowledge of mobile call flows for 5G,4G & 2G.
• Understanding of Cloud and Virtualized network Environment, IT, GSM, IP, TX and VAS systems is a value add.