Head of Operations – Mobile Network Operator

About the role

The Head of Operations will lead day‑to‑day performance of a national Mobile Network Operator in Burundi, ensuring reliable service delivery, strong customer experience and achievement of commercial and financial targets. This senior, hands‑on role works closely with the CEO and functional heads in a fast‑moving environment.

Key responsibilities

• Own overall operational performance and translate Group/CEO strategy into executable operating plans.
• Establish and monitor operational KPIs, SLAs and performance dashboards across the business.
• Collaborate with the CTO to ensure network availability, quality and resilience.
• Drive incident, problem and escalation management across RAN, Core, Transmission and IT/BSS/OSS.
• Support subscriber acquisition, retention and customer experience through efficient customer and commercial operations.
• Manage distribution, retail and field operations to improve SIM availability and service delivery.
• Oversee vendor relationships, monitor SLAs and enforce corrective actions.
• Lead cost‑optimisation initiatives and drive automation across operations.

Required profile

• Fluent French (mandatory) and strong English proficiency.
• Senior telecom professional with substantial MNO experience, preferably in African or emerging markets.
• Hands‑on experience in network, customer operations, distribution, service delivery and operational cost management.