Role Summary:

The successful candidate will supervise maintenance coordinators, technicians, and contractors while ensuring compliance with service level agreements (SLAs), quality standards, and health and safety requirements.

This role is ideal for an experienced operational supervisor or team leader with a strong background in telecommunications, fibre, field services, or service delivery environments.

Responsibilities:

• Plan, allocate, coordinate, and monitor maintenance activities to ensure faults, incidents, and service requests are resolved within agreed service levels.

• Oversee ticket allocation, progress updates, escalations, and closure using Midbase or similar operational systems.

• Schedule and manage contractors to ensure maintenance work is completed on time and to the required quality standards.

• Conduct quality assurance inspections and verify that maintenance work complies with company specifications and safety requirements.

• Ensure compliance with company health and safety policies, operational procedures, and maintenance standards.

• Identify recurring faults, operational risks, and process improvement opportunities, implementing corrective actions where necessary.

• Provide technical guidance and operational support to maintenance teams.

• Monitor technician and coordinator reporting to ensure accuracy, completeness, and timely submission.

• Escalate operational incidents, hazards, and service-impacting risks while tracking corrective actions through to completion.

• Prepare daily, weekly, monthly, and quarterly operational performance reports.

• Supervise technicians, coordinators, and contractors to achieve operational objectives and service excellence.

• Allocate work, manage schedules, leave planning, standby rosters, and resource utilisation.

• Coach and develop team members to promote high performance and excellent customer service.

• Support recruitment, onboarding, probation management, and employee development initiatives.

• Manage attendance, performance, conduct, and disciplinary matters in partnership with Human Resources.

• Build effective working relationships with Planning, Customer Service, contractors, and other internal stakeholders.

• Communicate service risks, delays, escalations, and operational updates in a timely and professional manner.

• Monitor resource utilisation and identify opportunities to improve turnaround times, reduce repeat callouts, and enhance operational efficiency.

• Manage financial processes within the area of responsibility in accordance with company policies and procedures.

Qualifications Required:

• Matric

• Certificate or Diploma in Business Management, Project Management, Operations Management, or a related technical field.

• A Certified Fibre Optic Technician qualification will be advantageous.

Work Experience:

• 3-5 years' experience supervising technical teams, contractors, or maintenance coordinators within a telecommunications, fibre, field services, customer service, service delivery, or operations environment.

• Experience managing SLAs, operational performance, and contractor delivery.

• Experience using maintenance or service management systems (Midbase or similar) will be advantageous.