Job Description

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

DIGICEL-St. Kitts and Nevis

Digicel St. Kitts & Nevis is seeking to recruit a Head of Technical to lead operational delivery and execution of technology initiatives across the St. Kitts & Nevis market. The role provides end-of-end technical leadership for the market, ensuring availability, reliability, resilience and continuous improvement of mobile and fixed network end to end. Working within the strategic direction established by the CTIO and Digicel Group Technology, the role translates regional technology strategy into effective market execution, ensuring that technical priorities are aligned with customer requirements, commercial objectives, regulatory obligations and operational needs. The role is accountable for maintaining a high-performing technical operation, delivering approved network and technology projects, managing technical risks and developing the capability of the local technical team.

Main Duties and Responsibilities

Technical Performance & Service Reliability

• Own the technical performance of the St. Kitts & Nevis network and associated technology infrastructure.
• Ensure agreed network and service availability, quality and performance targets are achieved.
• Monitor technical KPIs and initiate corrective actions where performance is below target.
• Drive the identification, investigation and resolution of recurring network and service impacting issues.
• Ensure effective incidents, problem and escalation management within the market.
• Maintain appropriate levels of network resilience, capacity and operational readiness.

Technical Operations & Infrastructure Management

• Lead the day-to-day technical operation and maintenance of mobile, fixed, transmission, IP and supporting infrastructure.
• Ensure preventive and corrective maintenance activities are completed effectively and within agreed standards.
• Maintain technical readiness of sites, network elements, power systems and supporting infrastructure.
• Identify capacity, coverage, resilience and modernization requirements and provide recommendations to the CTIO.
• Ensure operational risks are identified, documented and actively managed.
• Promote automation and process improvements that improve operational efficiency and service reliability.

Project & Technology Deployment

• Lead the technical execution of approved network and technology projects within St. Kitts & Nevis.
• Ensure projects are delivered against agreed scope, timelines, quality requirements and approved budgets.
• Coordinate internal technical teams, Group Technology functions, vendors and contractors to ensure effective delivery.
• Ensure appropriate technical acceptance, documentation and handover of completed projects into operations.
• Monitor project risks, dependencies and delivery issues and escalate material matters to the CTIO.
• Support the planning and prioritization of future technology investments based on market requirements.

Technical Planning, CAPEX & OPEX

• Provide technical input into the annual market CAPEX and OPEX planning process.
• Identify and prioritize network investment requirements based on capacity, coverage, resilience, customer experience and business growth.
• Support the CTIO in evaluating technical investment proposals and expected operational/business benefits.
• Monitor technical expenditure against approved budgets and identify opportunities for cost optimization.
• Ensure technical resources and expenditure are aligned with approved business priorities.
• Provide timely forecasts and updates on technical CAPEX and OPEX requirements.

People Leadership & Capability Development

• Lead, manage and develop the St. Kitts & Nevis technical team.
• Establish clear objectives, accountability and performance expectations for direct reports.
• Develop technical capability through coaching, knowledge sharing, training and structured

development.

• Promote a culture of ownership, operational discipline, customer focus and continuous

improvement.

• Ensure appropriate technical coverage and succession capability for critical functions.
• Support organizational development initiatives led by the CTIO and wider NWIR Technical

function.

Vendor, Contractor & Stakeholder Management

• Manage day-to-day technical relationships with local vendors, contractors and service providers.
• Monitor vendor performance against agreed service levels, delivery commitments and quality requirements.
• Escalate persistent vendor performance issues and commercial matters to the CTIO where required.
• Coordinate with Group and regional technology vendors to ensure effective implementation and support.
• Liaise with relevant regulatory agencies and local stakeholders on technical matters.
• Represent the technical function in relevant market-level business and operational forums.

Risk, Compliance & Resilience

• Ensure technical operations comply with Digicel Group, NWIR and applicable regulatory requirements.
• Maintain appropriate technical, operational and infrastructure risk registers.
• Ensure cybersecurity, physical security and operational resilience requirements are incorporated into technical activities.
• Identify single points of failure and develop appropriate mitigation plans.
• Ensure business continuity and disaster recovery requirements are considered in network and technology planning.
• Escalate material technical risks to the CTIO in a timely manner.

Main Accountabilities

• Overall technical performance and service reliability within St. Kitts & Nevis.
• Delivery of agreed network and service KPIs.
• Effective management of technical incidents, problems and escalations.
• Operational readiness and resilience of the market infrastructure.
• Execution of approved technical projects and deployments.
• Effective utilization of approved CAPEX and OPEX.
• Technical input into market investment planning.
• Performance of local technical teams, vendors and contractors.
• Identification and mitigation of technical and operational risks.
• Compliance with regulatory, security and technical standards.
• Effective transition of completed projects into BAU operations.
• Continuous improvement of technical processes, efficiency and service quality.
• Timely escalation of material technical, financial and operational risks to the CTIO.

Key Interfaces

• CTIO – NWIR
• Market CEO and Senior Management
• Group Technology / Centres of Excellence
• Commercial, Finance, Customer Experience and Operations teams
• Technology vendors and contractors
• Regulatory authorities and other relevant external stakeholders

Qualifications, Knowledge & Experience

• Bachelor’s degree in engineering, Telecommunications, Computer Science, Information Technology or a related technical discipline.
• Minimum 8–10 years' experience in Mobile network and Fiber network -FTTH , including significant experience in a

technical leadership.

• Demonstrated experience managing network operations, technical projects and multidisciplinary technical teams.
• Experience in CAPEX/OPEX planning and technical investment management.
• Experience managing technology vendors, contractors and service providers.
• Experience working with regulatory bodies and external stakeholders.
• Strong commercial awareness and ability to link technical decisions to customer and business outcomes.

Functional Skills & Abilities

Technical Leadership

• Strong understanding of end-to-end telecommunications networks and supporting infrastructure.
• Knowledge of mobile, fixed, IP, transmission and associated technology platforms.
• Ability to assess network capacity, resilience, availability and performance.
• Strong troubleshooting and technical problem-solving capability. Operational Management
• Strong understanding of network/service assurance and operational processes.
• Ability to manage technical incidents and escalations effectively.
• Strong understanding of service availability, quality and customer-impact metrics.
• Ability to identify operational risks and implement practical mitigation measures.

Project Management

• Ability to lead multiple technical projects and deployments simultaneously.
• Strong planning, execution, stakeholder coordination and risk-management skills.
• Ability to manage project delivery against scope, schedule, quality and budget. Financial & Commercial Acumen
• Understanding of CAPEX/OPEX management and budget control.
• Ability to assess technical investment requirements and cost optimization opportunities.
• Commercial awareness when evaluating technical solutions and vendor proposals. People & Stakeholder Leadership
• Strong leadership, coaching and team-development skills.
• Excellent communication, presentation and interpersonal skills.
• Ability to work effectively across technical, commercial and operational functions.
• Ability to operate effectively in a fast-paced, multi-stakeholder environment.

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may, and probably will be asked to perform other duties as required. Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.