Service Delivery & Operations Manager

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

Primary objective of the job: 

We are seeking an experienced and results-driven Service Delivery & Operations Manager to lead the delivery of high-quality services while overseeing day-to-day network operations across IP, RF, and Transmission domains.

This role is responsible for ensuring operational excellence, service reliability, and exceptional customer experience across our consumer and enterprise services. Working closely with the Chief Technology & Information Officer and cross-functional teams, you will drive service performance, optimize operational processes, and support the delivery of innovative telecommunications solutions.

Main Duties and Responsibilities:

• Provide leadership and operational direction for Service Delivery and Operations teams, ensuring the successful delivery, installation, provisioning, support, and maintenance of enterprise and consumer services, including FTTH, FTTB, FWA and other connectivity solutions.
• Take ownership of the operational performance of the network by proactively monitoring service quality, analyzing performance trends, identifying risks, and implementing corrective actions to maintain high levels of availability, reliability, and customer satisfaction.
• Lead the management of major incidents, service outages, and customer escalations, coordinating cross-functional technical teams to drive rapid restoration of services, conduct root cause analysis, and implement permanent corrective actions to prevent recurrence.
• Work closely with Engineering, IP, RF, Transmission, Customer Experience, Sales, and Group Technical teams to ensure seamless service delivery from solution design through implementation and ongoing operational support.
• Ensure operational readiness for all new products, customer implementations, and network initiatives by leading service transition activities, validating operational acceptance criteria, and embedding sustainable support models.
• Drive continuous improvement across operational processes by identifying opportunities to improve efficiency, automate workflows, reduce service delivery timelines, enhance quality standards, and optimize the customer experience.
• Establish, monitor, and continuously improve operational KPIs, SLAs, OLAs, and service performance metrics while providing meaningful operational insights and recommendations to the Chief Technology & Information Officer and senior leadership.
• Lead capacity planning, workforce scheduling, and resource allocation to ensure operational teams are appropriately equipped to meet current demand and future business growth.
• Provide direct technical and operational leadership during critical service events, major customer implementations, high-priority projects, and emergency network situations, acting as the primary operational decision-maker when required.
• Manage third-party vendors, contractors, and service providers, ensuring contractual obligations, service quality standards, and performance expectations are consistently achieved while identifying opportunities for cost optimization.
• Develop, coach, and mentor a high-performing operations team by fostering accountability, technical excellence, collaboration, and a culture of continuous learning and innovation.
• Ensure compliance with regulatory, cybersecurity, health and safety, and organizational governance requirements while promoting operational best practices and effective risk management across all service delivery activities.
• Contribute to strategic planning by providing operational expertise for network expansion, technology upgrades, service improvement initiatives, budgeting, and long-term operational transformation, while remaining actively engaged in resolving complex operational challenges whenever required.

Academic Qualifications and Experience Required:

• Bachelor's degree in Computer Science, Engineering, Information Technology, Telecommunications, Business Administration, or a related discipline.
• Minimum of 5 years' experience in a service delivery or operations leadership role, preferably within the telecommunications or IT industry.
• Strong knowledge of service management processes, including Incident, Problem, and Change Management.
• Experience managing service delivery against SLAs and KPIs.
• Familiarity with quality assurance processes, monitoring tools, ticketing systems, and operational reporting.
• Excellent analytical, problem-solving, communication, and stakeholder management skills.
• Ability to lead high-performing teams in a fast-paced, customer-focused environment.

An equivalent combination of qualifications and relevant experience will also be considered.

Functional Skills:

• Leadership and people management
• Customer focus
• Strategic thinking
• Operational excellence
• Strong organizational and planning skills
• Excellent communication and interpersonal skills
• Initiative, accountability, and sound decision-making
• Ability to manage multiple priorities and work collaboratively across teams

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.