Job Description

Operations Manager is responsible for leading end-to-end managed service operations for Enterprise Wireless and Network infrastructure projects. The role oversees service delivery, customer engagement, incident management, operational governance, SLA compliance, maintenance planning, vendor coordination, and continuous improvement initiatives.

Job Responsibilities

• Lead and manage day-to-day operations for managed services including WiFi, network, and supporting infrastructure.
• Manage Service Desk, Network Engineers, vendors, and support partners to ensure service delivery excellence.
• Primary operational escalation point for customers, internal teams, and management.
• Drive SLA/KPI performance, operational reporting, and service review activities.
• Lead major incident management and coordinate service restoration activities during critical outages.
• Review and approve incident reports, maintenance notifications, install plans, and change requests.
• Coordinate planned maintenance activities, change windows, technology refresh projects, and implementation works.
• Manage stakeholder communications with operations teams, facility management, vendors, and internal management.
• Drive governance and compliance for operational processes including Permit to Work, safety requirements, and operational standards.
• Ensure operational readiness for large-scale events, maintenance freezes, and airport operational constraints.
• Track operational risks, recurring incidents, and preventive improvement initiatives.
• Drive process improvements, automation initiatives, inventory management improvements, and reporting enhancements.
• Manage vendor performance and coordinate with vendor support teams during escalated technical issues.
• Prepare operational updates, executive summaries, customer meeting materials, and management reports.
• Support budgeting, manpower planning, resource coordination, and operational planning activities.

Qualifications

• Degree or Diploma in IT, Telecommunications, Engineering, or related discipline.
• Minimum 5 years of experience in IT operations, managed services, telecom, or infrastructure support environments.
• Experience managing network or enterprise wireless support operations preferred.
• Strong leadership, communication, and stakeholder management skills.
• Experience handling major incidents and operational escalations.
• Good understanding of ITIL, incident management, change management, and service delivery processes.
• Able to work in fast-paced and highly operational environments.
• Experience supporting airport or critical infrastructure environments is advantageous.
• Strong coordination skills with vendors, contractors, and customers.