Network Assurance Manager (FTTH)- Vumatel KZN

Main Purpose

The Network Assurance Manager is accountable for the operational health, reliability, quality and performance of the Vumatel FTTH network within an allocated region.

The role is responsible for ensuring that all network maintenance, preventative maintenance, fault restoration, installation quality, contractor performance and network acceptance activities are executed safely, efficiently and in accordance with operational and commercial Service Level Agreements (SLAs).

The Network Assurance Manager provides operational leadership across the full FTTH lifecycle by working closely with Build, Planning, Installations, Customer Operations, Network Operations Centre (NOC), Service Delivery, Quality Assurance and Delivery Partners to ensure an exceptional customer experience and maximum network availability.

The incumbent is responsible for driving operational excellence through proactive assurance, continuous improvement, financial discipline and contractor performance management.

ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)

1. Operational Leadership

• Lead all regional Network Assurance activities across the FTTH network.
• Drive a culture of accountability, customer obsession and operational excellence.
• Ensure effective planning and allocation of regional operational resources.
• Support the Regional Executive in achieving operational and financial objectives.
• Drive collaboration across all operational departments to ensure One Team execution.
• Ensure all operational decisions are aligned with customer experience objectives.

2. Network Reliability & Maintenance

Responsible for maintaining maximum network availability across the allocated FTTH footprint.

Key responsibilities include:

• Achieve regional network availability targets.
• Drive reductions in customer-affecting outages.
• Ensure Mean Time To Repair (MTTR) targets are achieved.
• Improve First Time Fix performance.
• Reduce repeat faults through root cause analysis.
• Manage all Priority, VIP and Major Network Incidents.
• Ensure rapid restoration of customer services.
• Drive proactive fault identification before customer impact.
• Ensure permanent repairs replace temporary restorations within agreed timelines.
• Manage restoration activities for:
• • Feeder network
    • Distribution network
    • Splitters
    • Joint closures
    • Drop cable infrastructure
    • Pole and aerial infrastructure
• Ensure all maintenance records are accurately updated.
• Ensure GIS and network records remain current following all maintenance activities.

3. Preventative Network Assurance

Develop and execute preventative maintenance strategies that reduce network failures and improve long-term network health.

Responsibilities include:

• Develop annual preventative maintenance plans.
• Manage high-risk network areas.
• Identify recurring fault trends.
• Drive proactive remediation programmes.
• Ensure network audits are completed.
• Manage vegetation control where applicable.
• Ensure damaged handholes, chambers, poles and cabinets are repaired.
• Manage lock and infrastructure security.
• Monitor environmental risks.
• Ensure network resilience improvements are implemented.
• Drive reduction of recurring customer-impacting faults.

4. Installation & Service Quality Assurance

Ensure all customer installations and network build activities meet Vumatel quality standards.

Responsibilities include:

• Drive First Time Right installation quality.
• Reduce installation-related repeat visits.
• Ensure contractor compliance with installation standards.
• Audit completed customer installations.
• Verify quality of:
• • Drop cable routing
    • Splicing
    • Optical testing
    • ONT installation
    • Internal fibre routing
    • Customer handover
• Manage installation quality improvement initiatives.
• Ensure all installation defects are rectified.
• Drive continual improvement of customer installation experience.

5. Build Acceptance & Network Readiness

Provide assurance that all newly built FTTH infrastructure is accepted into operations only once it complies with Vumatel engineering standards.

Responsibilities include:

• Manage operational acceptance of new network builds.
• Participate in practical completion inspections.
• Validate as-built documentation.
• Verify GIS accuracy.
• Ensure all punch-list items are completed.
• Confirm optical performance meets specification.
• Approve network readiness for customer activation.
• Ensure smooth transition from Build to Operations.

6. Customer Experience & Service Performance

Drive operational performance that improves customer satisfaction.

Responsibilities include:

• Improve Customer SLA performance.
• Reduce repeat customer visits.
• Reduce customer downtime.
• Improve appointment success rates.
• Support high-priority customer escalations.
• Ensure effective communication during major incidents.
• Drive continuous improvement in customer experience metrics.
• Work closely with Customer Operations to resolve systemic issues.

7. Contractor & Partner Performance

Lead all regional maintenance and installation delivery partners.

Responsibilities include:

• Manage contractor SLA performance.
• Conduct monthly operational reviews.
• Ensure contractor compliance with contractual obligations.
• Monitor productivity.
• Manage quality performance.
• Drive continuous contractor improvement.
• Verify contractor competency.
• Ensure technicians remain appropriately trained and certified.
• Manage contractor scorecards.
• Recommend corrective actions where performance standards are not achieved.

8. Financial Management

Responsible for effective financial control across Network Assurance activities.

Responsibilities include:

• Manage regional OPEX.
• Control maintenance expenditure.
• Monitor contractor costs.
• Manage preventative maintenance budgets.
• Reduce unnecessary repeat visits.
• Drive operational efficiencies.
• Improve cost per fault.
• Improve cost per home passed maintained.
• Ensure expenditure remains within approved budgets.
• Identify opportunities for cost optimisation without compromising quality.

9. Quality Management

Ensure operational excellence through compliance with Vumatel standards.

Responsibilities include:

• Ensure adherence to all SOPs.
• Drive quality audits.
• Ensure compliance with engineering standards.
• Conduct root cause investigations.
• Implement corrective actions.
• Monitor operational KPIs.
• Improve process compliance.
• Support continuous improvement initiatives.
• Drive operational standardisation across the region.

Experience and qualifications

Qualifications

• Degree or National Diploma in Telecommunications, Electrical Engineering, Civil Engineering, Information Technology or related field.
• Project Management qualification (advantageous).

Experience

• Minimum 8–10 years' experience within Fibre-to-the-Home (FTTH) operations.
• Minimum 5 years' experience leading operational teams.
• Proven experience managing large field operations.
• Experience managing outsourced service providers.
• Experience in preventative maintenance programmes.
• Strong understanding of FTTH network architecture.
• Experience in customer-focused operational environments.
• Experience managing operational budgets.