Apply now »

Project & Customer Experience (Wholesale)

Description: 

The position reports to the Lead, Project & Customer Experience

 

Job Overview:

 

We are looking for a dynamic and experienced leader to head Project Delivery and Customer Experience for TIME’s Wholesale business. In this role, you will be responsible for ensuring seamless end to end delivery of telecommunications infrastructure projects while driving operational excellence, SLA governance, and superior customer experience across all wholesale segments.

 

You will act as the key bridge between Sales, Product, Network (NetCo), and Operations, ensuring that customer commitments are delivered efficiently, risks are proactively managed, and service performance consistently meets or exceeds expectations.

 

Your work life:

 

  • Project Delivery Governance: Oversee end to end delivery of wholesale projects (IPLC, IEPL, DIA, Dark Fiber, Cloud, Cybersecurity), ensuring timely execution and risk management.
  • Customer Experience Management: Own overall customer experience across key accounts, acting as escalation point for critical issues and driving proactive stakeholder engagement.
  • Service Operations & After Sales: Lead post delivery operations including incident management, escalations, and service recovery to ensure consistent service performance.
  • SLA Governance & Compliance: Define and enforce SLA frameworks, ensuring adherence to response time, MTTR, and service availability commitments.
  • Performance & Continuous Improvement: Drive service improvement initiatives based on analytics, focusing on MTTR reduction, CSAT enhancement, and operational efficiency.
  • Cross Functional Collaboration: Work closely with Sales, Product, Engineering, and NetCo teams to align delivery feasibility, technical design, and customer commitments.
  • Pre Sales & Tender Support: Provide consultative input during solutioning and tender stages, ensuring realistic delivery timelines and risk alignment.
  • Strategic Initiatives: Lead high impact and CEO driven projects, including new business models, partnerships, and infrastructure opportunities.
  • Team Leadership & Development: Lead and develop a team of Project & Customer Experience Managers, driving accountability, ownership, and capability growth.

 

To be considered, you’ll need:

 

  • Education: Bachelor’s degree in Engineering, Telecommunications, Information Technology, or a related field.

 

  • Experience:
    • Minimum 10–15 years in telecommunications, infrastructure delivery, or service operations.
    • Proven experience managing large scale project portfolios and cross functional teams.
    • Strong exposure to wholesale telco services (IPLC, IEPL, DIA, Fiber, etc.).

 

  • Technical & Functional Skills:
    • Strong understanding of telecommunications network architecture and service delivery lifecycle.
    • Expertise in project governance, risk management, and operational frameworks.
    • Experience in SLA management, incident handling, and service performance optimisation.
    • Ability to manage high volume project environments with clear visibility and reporting.

 

  • Leadership & Soft Skills:
    • Strong leadership and team development capabilities.
    • Excellent stakeholder management, including C level engagement.
    • Strong analytical thinking and problem solving skills.
    • Ability to remain calm under pressure and manage complex escalations.
    • Results driven with strong ownership and accountability mindset.

Apply now »