ZAIN2185 - Service Quality Management Team Leader

  • Operation
    Zain Sudan
  • Division
    Technology
  • Location
    Sudan - NA
  • Closing Date
    12-Mar-2026
About Zain
Zain is the pioneer of mobile telecommunications in the Middle East. We began life in 1983 in Kuwait as the region’s first mobile operator, and since the initiation of our expansion strategy in 2003, we have expanded rapidly. Read more here: https://zain.com/en/about-us/overview
About the Role

Department/Section: Service Quality

Job Title:                   Service Quality Management Team Leader

Reports to:                 Service Quality Management Manager

Job Purpose: Accountable to the Service Quality Management Manager appointed & responsible from E2E Technology Service performance Analysis, improving & reporting to achieve and maintain the highest quality level of the technology Services, and the highest possible level of customer satisfaction. And minimizing the time to market & improving customer experience to support business and strategy roadmap.

Key Tasks/Accountabilities:

 

Lead SQM team to:

 

  1. Conduct comprehensive analysis of end-to-end service quality metrics to identify performance trends, anomalies, and patterns impacting customer experience and network efficiency.

  2. Design analytical frameworks correlating service performance indicators with customer experience, usage patterns, and business impact.

  3. Execute service quality demarcation to differentiate network-driven issues from external and behavioral factors.

  4. Lead systematic root cause investigations for service degradations and critical quality events, emphasizing sustainable solutions over isolated remediation.

  5. Generate strategic service & business insights supporting service enhancement, resource optimization, and prioritization decisions.

  6. Translate complex technical findings into clear business implications for cross-functional stakeholders.

  7. Develop and maintain service quality dashboards emphasizing analytical interpretation and decision support

  8. Implement automation, predictive analytics, and AI-driven methodologies for early detection, trend forecasting, and analytical efficiency.

  9. Support different stakeholders (Business/Technology/Strategy...etc) with required reports and design required Use Cases to drive business.

  10. The Team is Accountable from analyzing list of KQIs & GSIs & correlating with different symptoms and directing the problem to the proper troubleshooting entity.

  11. Perform a monthly Audit on traffic, revenue and all possible service performance.

  12. Makes sure that the team Prepares and analyzes special events services assurance reports.

  13. Provide weekly/monthly (or upon request) reports on all Technology performance and as well propose action plans to resolve all reported problems, and ensure degraded performance is resolved.

  14. Prepare & demonstrate a weekly report to the technical management.

  15. Prepare Zain group performance quarterly report showing the technology quarterly performance along with the needed comments reported to Zain group & Zain SD technical management

  16. Prepare yearly service quality reports including all noticed improvements, drawbacks and achievements.

  17. Ensure the team works closely with all teams to clear issues or bottlenecks that affect Zain service.

  18. Ensure Monitor, manage, report any degradation and manage Huawei Soc service team.

  19. Service SLA & OLA creation and modification

  20. Ensure compliance with service quality standards, analytical frameworks, and governance protocols.

Typical Performance Measures:

  • Efficiency of Service Quality management.

  • Quality of relationships with internal customers/peers/suppliers

  • Effectiveness of problem resolution/decision making/change control and risk management

  • Delivery of outcomes to agreed quality standards and deadlines

  • Compliment with company policies and regulations

  • Alignment with company strategy

  • Team and resource management skills to meet the department targets                                                            

 

 

Dimensions:

                

  • Reports to SQM Manager

  • Manage & lead the SQM team engineers

  • Communicate with the service quality team on the daily tasks

  • Communicate with other Zain Departments

  • Communicate with vendor and service teams.

What We Need From You

PERSON SPECIFICATION

Qualifications/Experience:

  • Mobile Telecommunications &/ or IT background is required.

  • Should have previous experience in working in mobile network or IT service performance management function or related.

  • Mandatory Professional qualification is BSC in Electrical, Electronics or Telecom Engineering, IT or Computer Science or related

  • Vendor management & MBA is an extra

  • 2 to 3 years’ experience in relevant job.

  • Demonstrated experience in service quality management, network performance analysis, or customer experience analytics within telecommunications environments.

  • Proficiency in business intelligence and visualization platforms.

  • Experience with large-scale performance datasets, OSS/BSS systems, and customer experience management platforms.

  • Exposure to automation, predictive analytics, or AI-driven applications in performance management contexts is advantageous.

KNOWLEDG:

  • Broad understanding of 2G, 3G & 4G technologies

  • Broad understanding of Billing, Charging & service lifecycle

  • Strong knowledge in cellular networks performance management methodologies and tools.

  • Understanding about main PM tools (e.g. Astellia, HUAWEI PM Tool, IT service Quality, BO, & PRS).

  • Good understanding of standard Counters, KQI s, GSI s KPI s and their formulas.

  • Good understanding of the Sudan market and Zain SD business strategy, goals and competitive environment

  • SKILLS:

  • Leadership/management skills within a matrix management environment

  • Ability of alignment with strategies

  • Cooperative/collaborative interchange with external network suppliers and vendors

  • Conflict handling and resolution skills

  • Highly developed documentation and reporting skills (verbal and written)

  • Analytical Thinking and Problem Solving

  • Investigative/Diagnostics approaches

  • Concern for Standards/Efficiency

  • Aware of technology roadmaps and developments

  • Key Behaviors for Success:

  • Advanced analytical reasoning and systematic problem resolution

  • Technical proficiency in service quality demarcation and investigation methodologies

  • Data-driven insight generation with business acumen

  • Strategic understanding of customer and business impact

  • Professional communication and stakeholder management

  • Cross-functional collaboration and influence

  • Tenacity, Resilience and Self-Management

About Application Process

If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application you would need the following document(s):

  1. Resume/CV
  2. Passport-size photograph
  3. Highest Education Qualification
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