Service Delivery Area Manager - FTTH Installation & Repair

Overview

The role of Area Manager within our Field Operations team is a Level 2 leadership position that is a critical bridge between frontline field supervisors and senior and ELT leadership. It offers an excellent growth path for high-performing Supervisors ready to take on broader team leadership, strategy execution, and operational ownership in the Fiber-to-the-Home (FTTH) and Fixed Wireless environment.

Reports To:               Vice President of Service Delivery

Department:               Service Delivery

Job Status:                Exempt

Responsibilities:

Operational Leadership

• Oversee daily field operations related to FTTH and Fixed Wireless installations, service repairs, and legacy product support.
• Ensure service appointments, repairs, and installations are completed on time with a high standard of quality.
• Achieve operational targets, including:
  • Completed jobs per day
  • Technician productivity
  • Overtime management
  • Rework and repeat service reduction
  • VTS (Vehicle Tracking System) efficiency
  • Chronic issue root cause analysis

Performance Management

• Lead and coach frontline supervisors and their technician teams, ensuring alignment with company KPIs and customer experience goals.
• Implement performance tracking tools and conduct regular reviews to assess team and individual output.
• Develop action plans to address underperformance and recognize top performers.

Safety & Compliance

• Ensure full compliance with all company and industry safety standards.
• Conduct regular safety audits and enforce accountability.
• Promote a proactive safety culture through training, monitoring, and feedback.

Leadership & Culture

• Act as a culture champion and lead by example through Surf Internet’s Culture of the Future principles:
  • Be Bold and Transparent
  • Collaborate and Empower
  • Drive Results and Own Outcomes
  • Put People First
• Foster a fast-paced, collaborative, and supportive environment where supervisors feel empowered to lead their teams with confidence and clarity.
• Facilitate clear and open communication across all levels of the field organization.

Customer Experience & Service Quality

• Ensure consistent, high-quality interactions with customers through team coaching and field engagement.
• Monitor customer satisfaction trends and proactively resolve service challenges.
• Drive a culture of continuous improvement in service delivery.

Qualifications

Required:

• 5+ years of experience in telecom operations, installation, or repair – with at least 2 years in a leadership role.
• Demonstrated experience managing performance metrics, job loads, and team KPIs.
• Strong knowledge of Fiber-to-the-Home (FTTH) technology and Fixed Wireless deployment/maintenance.
• Familiarity with vehicle tracking systems (VTS) and field service management tools.
• Proven ability to lead teams in fast-paced environments with multiple priorities.
• Working knowledge of safety standards and operational compliance requirements.

Preferred:

• Experience in legacy product lifecycle management.
• Previous experience leading supervisors or multi-tier teams.
• Strong analytical skills for root cause and trend analysis.
• Proficiency in Microsoft Excel, Tableau, Project management, Teams, and task dispatch and management platforms (MBS).

Leadership Attributes:

• Collaborative and empathetic communicator.
• Decisive and confident under pressure.
• Forward-thinking with a strong bias for action.
• Accountability-driven and results-oriented.
• Comfortable working across cross-functional teams and adapting to change.