Group SOC & Systems Senior Manager Full Time

We are a leading independent telecoms infrastructure company, with one of the most extensive tower portfolios across Africa and the Middle East. Our business model promotes tower infrastructure sharing and enables mobile network operators (MNOs) to deliver mobile connectivity more quickly, reliably, cost-effectively and with a lower carbon footprint. In turn, this supports the expansion and quality of mobile connectivity, driving sustainable development in our markets.

What We Do

We build, acquire, lease-up and operate telecommunications towers that can accommodate and power the needs of multiple tenants. Our tenants are the major Mobile Network Operators (MNOs) and we serve them across nine high-growth markets (8 in Africa and Oman in the Middle East). Our purpose, mission and sustainable business strategy are underpinned by our values of integrity, partnership and excellence.

Overview

Reporting to the Group Director of SOC & Systems (or relevant Group Operations leader), you will play a pivotal role in leading the transformation of a distributed, multi-market NOC environment into a digitally enabled Smart Operating Centre.

This is a Group-level transformation leadership role responsible for embedding governance discipline, strengthening cross-market accountability, integrating core operational systems, and delivering measurable improvements in uptime, energy efficiency, SLA compliance and operational performance across nine markets.

Location: Dubai

Role Responsibilities

As the Group SOC & Systems Senior Manager, you will be responsible for:

• Leading the transformation and standardisation of multi-OpCo NOC operations into a unified Smart Operating Centre model
• Embedding structured governance frameworks, escalation discipline and audit trail compliance across all markets
• Driving integration across RMS, ServiceNow, ERP, ICCP and workforce management platforms to create a single operational view
• Strengthening incident management processes, improving MTTR and ensuring SLA-driven operational excellence
• Enhancing real-time telemetry utilisation, alarm-to-action automation and predictive analytics capabilities
• Managing and influencing cross-market stakeholders and third-party field service partners without direct line authority
• Improving uptime engineering, energy optimisation and fuel governance across site portfolios
• Establishing clear accountability frameworks, KPIs and operational value metrics (e.g. truck roll reduction, SLA penalty avoidance, fuel efficiency)
• Translating technical operational issues into financial and business impact for executive stakeholders

Requirements For The Role

To succeed in this role, you will have:

• At least 10 years’ experience in infrastructure or mission-critical operations, including NOC, SOC or control centre environments
• Demonstrable experience leading multi-country or multi-site operational environments
• Strong expertise in real-time telemetry, alarm environments, incident management and SLA-driven operations
• Experience integrating or optimising platforms such as RMS, ServiceNow, ERP, ICCP or workforce management systems
• Proven ability to embed governance discipline, structured escalation frameworks and operational accountability across complex organisations
• Experience managing outsourced field service ecosystems and third-party partners
• Strong stakeholder management capability, with experience influencing senior leaders across multiple markets
• A structured, resilient and assertive leadership style, comfortable challenging underperformance where required
• Experience operating in emerging markets environments
• Knowledge of telecommunications, tower infrastructure, energy systems or hybrid power environments is highly advantageous.

Desired Skills

• Stakeholder Management
• Operational Governance & Compliance
• Incident & Escalation Management
• Digital Transformation & Systems Integration
• KPI Framework Design & Performance Measurement
• Predictive Analytics & Automation Enablement
• Business Performance Management
• Knowledge of French language (advantageous)

Benefits

• Competitive basic salary
• Discretionary bonus
• Health insurance
• Life insurance

Helios Towers is committed to promoting equal opportunities in employment. You and any job applicants will receive equal treatment regardless of age, disability, marital status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief.