Director Service Excellence

About the role

The Director Service Excellence will lead the drive for operational efficiency and superior customer experience across PTCL's Fixed Access Network. This senior position focuses on continuous improvement, strategic support, and cost optimisation while ensuring resilience and business continuity.

Key responsibilities

• Drive service excellence and operational efficiency across technical and customer operations.
• Act as the strategic focal point for Commercial, Business and Customer Experience on CHI, MTTR and Availability objectives.
• Support regional field operations for fiber maintenance centres, cable patrolling and supervisory staff.
• Monitor and analyse network KPIs via NOC trouble tickets, customer complaints and utilisation reports.
• Develop disaster management and contingency plans in coordination with Governance and BCMS teams.
• Formulate and institutionalise operational policies, SOPs, guidelines and governance frameworks.
• Coordinate with finance, procurement, commercial planning, regulatory and customer‑care teams to meet business needs.
• Manage CAPEX and OPEX for field operations, proposing cost‑saving initiatives.
• Optimise bandwidth utilisation and oversee equipment cannibalisation and new equipment ordering.

Required profile

• Strategic focal point for Commercial, Business and Customer Experience on CHI, MTTR and Availability objectives.
• Experience providing strategic support to regional field operations and maintenance teams.
• Proven ability to monitor network KPIs, analyse NOC tickets and drive remedial actions.
• Expertise in disaster management, business continuity planning and coordination with governance bodies.
• Capability to develop and enforce operational policies, SOPs and governance frameworks.

Required skills

• Network KPI monitoring and analysis
• NOC trouble ticket handling
• CAPEX and OPEX management
• Disaster and business continuity planning
• Policy, SOP and governance framework development
• Fiber maintenance coordination