Responsibilities

Strategic Support and Regional Functional Governance

• Drive and co-define the regional Service Assurance and Field Operations functional strategy, ensuring its effective translation into operating models, standards, and technical priorities.
• Act as the regional functional owner of Service Assurance, governing the evolution of end-to-end operational performance across network, IT, and field operations.
• Establish and maintain regional operating models, standards, performance metrics, technical criteria, and guidelines, ensuring their consistent adoption by operations and service providers.

End-to-End Performance Management and Service Stability

• Govern end-to-end service performance at the regional level, ensuring sustained compliance with SLAs and KPIs related to quality, availability, service stability, MTTR, recurrence rates, and customer impact.
• Analyze information across monitoring systems, OSS platforms, ticketing systems, work order management tools, and advanced analytics platforms.
• Identify structural performance gaps, operational trends, and high-impact operational risks.
• Lead root cause analysis of critical incidents and problems, defining, prioritizing, and tracking corrective and preventive actions to closure.

Operational Efficiency, Automation, and Performance Optimization

• Analyze and govern regional operational efficiency metrics, identifying structural improvement opportunities and defining initiatives focused on resource optimization, sustainable Opex reduction, and service stability enhancement.
• Drive and prioritize regional automation and analytics initiatives aimed at reducing manual activities, improving resolution times, and strengthening end-to-end service performance.
• Contribute to the planning, prioritization, and optimization of relevant regional operational budgets, ensuring that technical and operational decisions generate measurable impact on costs, efficiency, and operational outcomes.

Accountability for Results and Vendor Performance

• Assume direct accountability for regional service quality, stability, and efficiency outcomes from a governance and performance management perspective.
• Assess the quality of operational and field execution through performance analysis, technical evidence reviews, and remote audits.
• Participate in RFP processes from a Service Assurance perspective, providing historical KPI data, technical evaluation criteria, and comparative analyses.
• Monitor and analyze supplier performance, ensuring compliance with defined standards, contractual commitments, and SLAs.

Key Interfaces

Internal Interfaces

Service Assurance Teams Across All Operations

• Functional governance of metrics, standards, and best practices, ensuring regional consistency.

Network Operations (NOC / Support) – Network & IT

• Analysis of structural failures, operational trends, and service stability risks.

Network and Customer Field Operations (FLM & FS)

• Evaluation of execution quality, recurrence rates, and operational improvement opportunities.

Engineering and Architecture (Network / IT)

• Support root cause analysis activities, review structural issues, and validate technical solutions from a Service Assurance perspective.

Procurement

• Define technical criteria, KPIs, and SLAs applicable to RFP and sourcing processes.

Vendor Management

• Monitor supplier performance and validate compliance from a technical and operational governance perspective.

Leadership and Management Teams (as applicable)

• Provide executive-level analysis, regional performance indicators, and support strategic decision-making.

External Interfaces

Network and Field Service Providers / Contractors

• Functional interaction regarding performance evaluation, standards definition, and corrective action follow-up.

Technology Partners (as applicable)

• Collaboration on data validation, analytics tools, automation initiatives, and performance measurement capabilities.

Qualifications

Education

• Bachelor's degree in Telecommunications Engineering, Electronic Engineering, Information Systems, Industrial Engineering, or a related discipline.

Experience

• 10+ years of experience in network operations, IT operations, and/or field operations within complex environments.
• Experience in regional or multi-country roles with cross-functional accountability.
• Experience defining end-to-end operating models, standards, and performance metrics.
• Experience participating in RFP processes and conducting technical supplier evaluations.
• Experience functionally leading efficiency, automation, or transformation initiatives.
• Experience in regional continuous improvement programs is desirable.

Technical Knowledge

• Telecommunications networks (fixed and/or mobile) and IT environments.
• End-to-end Service Assurance and Field Assurance processes.
• Definition and governance of quality, availability, productivity, and operational efficiency metrics.
• Analytics, automation, reporting, and visualization tools.
• Operating models and telecommunications industry best practices.
• ITIL and eTOM frameworks.

Key Competencies

End-to-End Functional Governance

Ability to govern Service Assurance at a regional level from a holistic perspective, ensuring effective operational deployment of the functional strategy and consistency of end-to-end performance across network, IT, and field operations.

Accountability and Results Orientation

Takes direct responsibility for regional service quality, stability, and efficiency outcomes, driving sustainable improvements through standards, performance management, prioritization, and disciplined follow-up.

Data-Driven Decision Making

Analyzes complex and cross-functional operational data to identify risks, root causes, and improvement opportunities with structural impact on performance, cost efficiency, and customer experience.

Efficiency, Automation, and Resource Management

Ability to prioritize efficiency and automation initiatives, assess their operational and financial impact, and contribute to the optimization of relevant operational budgets.

Cross-Functional Influence Without Direct Authority

Builds alignment across multiple functions, operations, and service providers through functional leadership, technical credibility, and a collaborative approach.

Autonomy and Professional Judgment

Operates with a high level of technical autonomy and professional rigor, defining priorities and making informed decisions within a complex regional environment.

Languages

• Spanish: Native or advanced proficiency.
• English: Intermediate to advanced level, with strong reading and technical comprehension skills.