Head of Service Assurance & Fulfilment

Grade Level: L4
Location: Islamabad
Reporting to: Head of Technology Performance & Service Assurance
Last date to apply: 3rd January 2026

What is the Head of Service Assurance & Fulfilment?

The Head of Service Assurance & Fulfilment is responsible for ensuring end-to-end network availability, operational performance, and fulfilment excellence across Jazz’s nationwide technology footprint. This role drives network service quality, oversees vendor and TowerCo performance, strengthens energy and fuel governance, manages regional operational KPIs, and ensures that network services consistently meet customer (MNO) SLAs and regulatory expectations.

As the custodian of Jazz’s nationwide operational governance, the Head leads network availability improvement, outage reconciliation, maintenance governance, and fulfilment processes to guarantee a stable, efficient, and customer-centric network experience.

What does the Head of Service Assurance & Fulfilment do?

1. Network Availability (NAR) Governance & Regional Performance Management

• Set regional NAR targets based on trends, business priorities, and customer requirements.
• Monitor daily/weekly/monthly network availability performance and drive corrective actions.
• Govern TowerCo and vendor performance to ensure adherence to availability KPIs and SLAs.
• Lead structured cadence reviews with regional teams to ensure consistent NAR improvement.

2. Fuel & Energy Performance Oversight

• Establish region-wise efficiency targets for fuel consumption and kWh usage.
• Validate vendor-reported consumption data and ensure integrity of energy dashboards.
• Enforce company guidelines on energy efficiency, controls, and cost-optimization frameworks.
• Drive nationwide initiatives to reduce energy waste and improve operational efficiency.

3. Reconciliations & Customer (MNO) Coordination

• Lead monthly reconciliations with TowerCo/vendors to verify KPIs, outages, energy consumption, and fuel reports.
• Ensure transparency, SLA compliance, and accuracy of all partner data submissions.
• Manage interactions with telco and non-telco customers, ensuring timely fulfilment and resolution of operational queries.
• Act as the central escalation point for outage reconciliations and KPI disputes.

4. Maintenance CAPEX & OPEX Governance

• Review and govern vendor maintenance budgets (CAPEX & OPEX) in alignment with operational strategy.
• Ensure maintenance spending is efficient, justified, and optimized across regions.
• Monitor adherence to approved budgets, performance output, and cost-reduction targets.
• Oversee governance for preventive and corrective maintenance activities nationwide.

5. Contractual, SLA & Compliance Management

• Oversee vendor governance lifecycle including SLA reviews, contract amendments, and commercial evaluations.
• Ensure strict adherence to regulatory, quality, and HSE requirements across all operational partners.
• Drive periodic compliance audits and ensure timely closure of findings.
• Align contractual terms with operational realities and evolving business needs.

6. Team Leadership & Cross-Functional Alignment

• Build capabilities across teams to strengthen service assurance, fulfilment processes, and operational governance.
• Foster seamless coordination with Technology, Network Operations, TowerCo partners, Procurement, Finance, and regional field teams.
• Ensure a unified operational framework across all regions to deliver consistent service quality.

7. Vendor Performance Management (Telco & Non-Telco)

• Monitor and evaluate vendor performance across availability, energy, maintenance, and fulfilment KPIs.
• Manage escalations, performance gaps, and outage settlements.
• Drive accountability for contractual commitments, SLA adherence, and quality of service.
• Lead performance reviews with vendors and TowerCo partners, ensuring continuous improvement.

8. Strategic Operations Governance & Performance Improvement

• Lead nationwide operational governance forums and performance reviews.
• Ensure alignment with KPIs, SLAs, budget targets, and customer requirements.
• Drive strategic initiatives that enhance service quality, reduce costs, and improve operational efficiency.

Support transformation programs aimed at digitalizing operations and strengthening data-driven performance management.

Requirements

What are we looking for in the Head of Service Assurance & Fulfilment?

• Bachelor’s/Master’s degree in Engineering, Telecom, Electrical, or related field.
• 15–18+ years of experience in network operations, service assurance, fulfilment, or performance governancewithin telecom.
• Strong expertise in network availability KPIs, energy governance, maintenance operations, and vendor management.
• Proven experience leading large operational teams and nationwide governance frameworks.
• Demonstrated ability to manage complex vendor ecosystems, negotiate SLAs, and drive accountability.
• Strong analytical and problem-solving skills with proficiency in operational analytics and data-driven decision-making.
• Ability to lead in a fast-paced environment with strong alignment to customer SLA expectations and regulatory compliance.

Benefits

Why Join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 65 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.