Head of Operations & Maintenance Jobs – True North Consult

Job Title: Head of Operations & Maintenance

Organisation: True North Consult

Duty Station: Kampala, Uganda

About Organisation:

True North Consult Ltd is a boutique HR Consultancy Firm that offers bespoke HR solutions to selected clients in various sectors and industries across East Africa, with operational offices in Kampala, Nairobi and Kigali.

Job Summary: Lead the country-wide operations and maintenance of the Client’s tower portfolio — safety, uptime, customer satisfaction, partner performance, and cost — through a team of O&M sub-function heads and outsourced partners.

Deliver reliable, safe, and cost-efficient network operations by driving ESH compliance, customer and partner management, operations planning and reporting, operational performance, cost optimisation and revenue assurance, and team development across the assigned portfolio.

Key Duties and Responsibilities:

• • Environment, Safety & Health Compliance
• Build and ensure a safety culture across operations.
• Ensure adequate tools, test equipment, and safety gear are available in the field for proper and safe work.
• Drive business partners for ESH compliance.
• Monitor safety compliance and ensure adherence to safety guidelines.
• Ensure adequate safety training for field teams.
• Manage the external environment, identify potential challenges in the area, and evolve ways to overcome them.
  • Customer Management
• Conduct periodic operational reviews and governance with all customers as per the defined structure.
• Address customer issues in a timely and proactive manner.
• Balance conflicting customer priorities and achieve a common viewpoint that meets customer and shareholder expectations.
• Meet customer expectations by delivering the required uptime within agreed SLAs.
• Get SLAs/KPIs signed off regularly by all customers as per schedule.
  • Operations Planning & Reporting
• Define operational parameters, review TOC reports, conduct trend analysis of KPIs to identify problems, and conduct RCA for necessary actions.
• Run periodic structured reviews as per functional/line documents.
• Coordinate between stakeholders (IME/OME, SME, Estate, Security, etc.) and government/regulatory/statutory agencies.
• Ensure site asset data integrity and periodic capture of accurate site data MIS by digital means (e.g., mobile app), with timely submission of reports.
• Evolve and implement mechanisms to minimise theft incidents.
• Undertake contingency planning to ensure maximum network availability, especially on higher-tenancy and customer-critical sites.
• Adopt TQM practices and the PDCA problem-solving approach.
  • Operational Performance
• Ensure KPIs are achieved as per management targets; evolve systems and procedures enabling the O&M team to achieve targets.
• Carry out root cause analysis of site failures and draw action plans to avoid repetitive failures.
• Ensure adherence and compliance to processes and guidelines.
• Ensure preventive and corrective maintenance are met as per process and targets.
• Coordinate with the deployment team on installation and commissioning quality; take over sites with no service-affecting punch points.
• Generate trackers to monitor activities at appropriate frequencies for effective control of O&M activities.
  • Partner Management
• Manage partners (IMEs / OMEs / SMEs and SMS) to achieve defined targets as per laid-down procedures.
• Ensure adequate partner training on technical, operational, and safety aspects.
• Control and develop partners to enforce and ensure process compliance.
• Conduct structured partner governance as per the defined schedule.
• Ensure partner invoices are certified for timely payment.
• Drive site security; ensure accurate site inventory / asset integrity; and manage material/inventory including warehousing, material movement, and spares management with clear partner responsibility and accountability.
  • Cost Optimisation & Revenue Enhancement
• Monitor and optimise utilisation of capex and opex (repair & maintenance).
• Reduce opex through energy conservation and optimum utilisation of available resources.
• Monitor and analyse energy reports and draw action plans for energy cost optimisation: site-wise energy cost monitoring; corrective measures on high-consumption sites; equilibrium between energy cost and uptime.
• Train the team properly on SLAs and sign-offs as per agreements/contracts.
• Ensure proper billing with periodic site audits, billing customers as per actual installed inventory/configuration.
  • Team Development
• Develop a high-performance work environment to build a capable and motivated team.
• Identify O&M training needs and bridge gaps through appropriate training and development.
• Establish individual performance expectations, conduct regular reviews, and recommend rewards and recognition.
• Drive team-building initiatives and practice organisational values.
• Coordinate with HR for recruitment against vacant positions.
• Network uptime delivered within agreed customer SLAs; SLA/KPI sign-offs obtained on schedule.
• Safety compliance at sites as per ESH policy; safety training coverage of field teams.
• Preventive and corrective maintenance completion against process targets; repeat site failures eliminated through RCA.
• Opex per site and energy cost against budget; capex utilisation within allotted budget.
• Partner performance against defined targets; partner invoice certification turnaround.
• Billing accuracy against actual installed inventory/configuration; theft incidents minimised.
• Team capability and engagement: training completion, reviews conducted, vacancies filled.

• Environment, Safety & Health Compliance

• Customer Management

• Operations Planning & Reporting

• Operational Performance

• Partner Management

• Cost Optimisation & Revenue Enhancement

• Team Development

Qualifications, Skills and Experience:

• Minimum Educational Qualifications
• Engineering graduate — B.E. / B.Tech or similar.
• Knowledge Required
• Technical knowledge of power equipment.
• Adaptability to changing O&M trends.
• Skills / Competencies
• Excellent interpersonal and communication skills; ability to drive large teams across geographies.
• Soft skills and awareness of new technology gadgets are desirable prerequisites.
• Relevant Experience
• Minimum 12–15 years of total experience in the telecom industry / ISP, preferably with more than 3 years of directly relevant experience.
• Balancing customer expectations, the external environment, and internal alignment between departments.
• Managing distributed assets across varied geography (indicatively 3,000–5,000+ sites depending on the operating area, with defined per-site opex budgets and assets of significant value per site).
• Managing local/government bodies and dealing with the public in general.
• Safety compliance at sites as per ESH policy.
• Running operations under a BCP framework in case of natural calamities (earthquakes, floods, etc.).
• Managing the budget.

How to Apply:

To apply, please send your resume and cover letter to Apply by Email: [apply via the button] with subject line Head of Operations & Maintenance by 11th September 2026 .

All applications shall be acknowledged as received but only shortlisted candidates will be contacted.

All applicants should share their CV’s and Cover Letters in PDF or MS Word

Deadline: 11th September 2026

NB: Only shortlisted candidates will be contacted.

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Level of Education: bachelor degree

Work Hours: 8

Experience in Months: 144