Regional Team Lead - Technical Services Delivery

About the Role

We're looking for an experienced Regional Team Lead to manage and coordinate technical service delivery operations across assigned regions. In this role, you'll ensure reliable connectivity, high service quality, and excellent customer experience for both enterprise and residential customers.

This position is ideal for a hands-on technical leader with strong people management skills and deep experience in ISP/Telecom service delivery environments.

Key Responsibilities

• Lead and supervise regional service delivery teams and contractors
• Ensure timely installations, upgrades, and fault resolution
• Monitor and improve SLAs, MTTR, downtime, and service quality metrics
• Serve as escalation point for complex customer service issues
• Coordinate preventive and corrective maintenance activities
• Enforce SOPs, documentation, and process improvements
• Collaborate with NOC, field engineering, sales, and logistics teams

Required Qualifications

• Bachelor's degree in Engineering, Computer Science, Telecommunications, or related field (minimum 2.1 or upper credit)
• 5–8 years of experience in service delivery, network operations, or field engineering
• At least 2 years in a supervisory or team lead role
• Strong knowledge of IP networks, fiber, and wireless technologies
• Experience with SLAs, ITIL-based service delivery, and ticketing systems

Preferred Qualifications

• ITIL certification
• CCNA/CCNP certification
• PMP certification