Executive Head: Service Delivery - FTTH

Job Description

When it comes to putting people first, we're number 1.

The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2026.

Role Purpose/Business Unit:

• The Executive Head of Service Delivery will lead and manage the end-to-end customer service and operational delivery of FTTH services within the Fixed, Enablement and Wholesale Business Unit.
• This role ensures seamless scheduling, installation, provisioning, and activation of Fibre-to-the-Home services. Acting as the link between Fibre Network Operators (FNOs), internal operational teams, and end customers, the role ensures a smooth, customer-centric experience from initial engagement through to final connection.
• The incumbent will manage executive-level escalations from the Group CEO, Managing Director, Directors, and Business Executives, ensuring swift resolution, root cause analysis, and sustained service improvement.
• In addition, the person will provide support for warehouse deliveries and fallout management
• The role requires strong leadership, operational excellence, stakeholder management expertise, and deep understanding of fibre deployment and service delivery ecosystems.

Your responsibilities will include:

Strategic Planning

• Develop and manage the Service Delivery Portfolio aligned to the Company Strategy and customer experience targets.
• Define and maintain a multi-year service delivery roadmap focused on scalability, efficiency, and quality.
• Cross-Functional Leadership: Lead and manage service delivery teams across scheduling, provisioning, activation, and post-installation support. Collaborate closely with both internal and external stakeholders (e.g. Call Centre, ECLO, Technology, Warehouse, FNO’s, etc)

Performance & Operational Governance

• Monitor and analyse service delivery performance metrics.
• Ensure adherence to SLAs, KPIs, and quality standards.
• Implement corrective actions to address service failures and fallout trends.
• Drive ongoing - continuous operational optimisation.

Stakeholder Engagement

• Build and maintain strong relationships with Fibre Network Operators (FNO’s) , regulatory bodies, legal teams, and internal and external stakeholders, etc (as required)
• Executive Escalation Management
• Resolve high-level FTTH escalations with urgency and precision. (within defined SLAs)
• Conduct root cause analysis and implement preventative measures.
• Provide detailed reporting and resolution tracking.

Customer Experience & Continuous Improvement

• Initiate and lead strategic projects aimed at improving the end-end FTTH customer journey.
  
• Implement structured feedback loops to improve service quality and reduce repeat failures and escalations
  
• Drive reduction in fallout, failed installations, and delayed activations.

People Leadership & Talent Development

• Lead, mentor, and develop a diverse team of internal staff (permanent and contractors).
• Build a unified high-performance culture through collaboration, skills development, and collaborative goal setting.
• Establish clearly defined performance frameworks and succession planning.

Operational Delivery & Efficiency

• Ensure smooth execution of FTTH service delivery across order capture, provisioning, installation, and activation.
• Proactively manage fallout queues and service exceptions to maintain service continuity
• Optimise workflows across CRM, OSS/BSS, and provisioning systems.
• Manage OPEX and CAPEX budgets, resource planning, and vendor relationships.

Reporting & Regulatory Compliance

• Produce weekly reports on Service Requests (SRs) and Query Manager (QM) trends
• Produce weekly and monthly service delivery performance reports.
• Provide regulatory support and detailed investigations where required.
• Ensure compliance with telecommunications and service delivery standards. (ICASA, NCC)

Systems Optimisation & Defect Management

• Identify and escalate system defects across CRM, OSS/BSS, and provisioning platforms.
• Improve warehouse and logistics visibility within service delivery processes. Recommend and drive automation and integration enhancements.

The ideal candidate for this role will have:

• Relevant 3-year bachelor’s degree in engineering, Information Technology, or Business Management.
• Postgraduate qualification (MBA or equivalent) advantageous.
• Professional certifications in Project Management (PMP/Prince2) or Service Management (ITIL) preferred.
• Strong knowledge of fibre optic technology and telecoms service delivery frameworks.

Experience Required

• Minimum 10 years’ experience in telecommunications or ICT.
• At least 5 years in a senior leadership role within fixed-line or fibre operations.
• Proven track record in FTTH service delivery operations.
• Strong experience in customer service management and operational management and governance.
• At least 2 years call centre management experience
• Experience managing cross-functional stakeholders and vendor ecosystems.
• Demonstrated ability to drive process optimisation and service transformation.

Knowledge Requirements

• Telecoms & FTTH Infrastructure
• In-depth understanding of fibre optic technology and FTTH deployment models.
• Knowledge of network architecture and access technologies.
• Understanding of provisioning, installation, and maintenance processes.
• Experience operating within CRM, OSS/BSS, and provisioning system environments.
• Experience and knowledge of call centre and service operations environments.
• Strong understanding of the evolving FTTH market landscape and customer demand dynamics.

Core Competencies:

• People and Customer focus
• Leadership & People Management
• Ability to inspire and develop high-performing teams.
• Strong decision-making and conflict resolution capability.
• Builds a culture of accountability and continuous improvement.
• Deep commitment to customer satisfaction and retention.
• Ability to translate insights into service improvements.
• Balances operational efficiency with customer experience excellence.
• Expertise in designing and managing end-to-end service delivery processes.
• Strong KPI, SLA, and governance discipline.
• Proven ability to streamline workflows and reduce operational costs.

Strategic Thinking and Stakeholder management

• Aligns service delivery execution with organisational growth objectives.
• Long-term planning capability for FTTH scalability.
• Strong commercial acumen and budget oversight.
• Effective collaboration across engineering, commercial, wholesale, and vendor partners.
• Skilled in executive escalation management.
• Strong communication and negotiation capability.

Change & Innovation

• Leads operational transformation initiatives.
• Drives automation and digital enablement.
• Promotes innovation within service delivery ecosystems.

Closing date for Applications: 05 June 2026

The base location for this role is Midrand, Vodacom Campus.

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.