Manager: Operation Systems & Enablement

BACKGROUND / DESCRIPTION:

To lead and manage the suite of operational systems that support the day-to-day functioning of the business - specifically those enabling customer service, provisioning, and activation of services.

This role ensures that operational platforms are stable, integrated, and continuously optimized to deliver seamless service fulfilment and customer experience. The Manager: Operational Systems leads a small technical and functional team responsible for maintaining, improving, and enabling these systems in collaboration with network, service delivery, and customer care functions.

• Develop and implement an operational systems management strategy aligned with business and IT objectives.
• Provide leadership and direction to a small team responsible for the performance and enablement of operational systems.
• Partner with operations, engineering, and customer service teams to ensure systems effectively support business processes and service delivery goals.
• Identify and execute on opportunities for system modernization, automation, and simplification.

• Oversee all systems supporting service provisioning, activation, fault management, and customer service workflows.
• Ensure high system availability, stability, and integrity.
• Drive proactive monitoring and incident resolution processes.
• Manage configuration, change control, and release management within the operational systems landscape.
• Work with architecture and infrastructure teams to maintain integration between operational and commercial systems.

• Champion system enablement to improve user efficiency, accuracy, and service delivery turnaround times.
• Analyse end-to-end processes and recommend enhancements that streamline provisioning, activation, and support operations.
• Collaborate with business stakeholders to define requirements and translate them into technical improvements.
• Promote the effective use of automation, analytics, and dashboards to improve visibility and decision-making.

• Manage relationships with vendors supporting operational systems, ensuring SLA compliance and roadmap alignment.
• Ensure systems comply with security, data governance, and regulatory requirements.
• Participate in budget planning and cost optimization for system-related spend.

• Lead, mentor, and develop a small team of system administrators and analysts.
• Foster collaboration between IT, network operations, and customer-facing teams to resolve issues and enable improvements.
• Communicate system performance, risks, and initiatives effectively to senior management.

• Bachelor's degree in Information Systems, Computer Science, Engineering, or related field.
• 7+ years experience managing or supporting operational systems in a telecom or technology environment.
• 3+ years experience in a team leadership or management role.
• Strong understanding of service provisioning, activation, and customer support processes.
• Experience with OSS (Operational Support Systems) platforms and integrations with CRM/BSS environments.

• Strong leadership and team management skills.
• Excellent understanding of service delivery and operational workflows.
• Analytical and process-oriented mindset.
• Strong communication and stakeholder management abilities.
• Focus on reliability, enablement, and continuous improvement.
• Proven ability to work cross-functionally in a fast-paced environment.