MS Operations Director: NOC/FOC Leader, Service Excellence

ZTE Indonesia; Indonesia; On-site; IDR 600,000,000 - 900,000,000; Full time

Job summary

ZTE Indonesia seeks a senior MS organization leader to build and run Administration, NOC, and FOC, ensuring top-tier service delivery to our customers. You will define manpower requirements, recruit and develop MS staff, set service goals, monitor performance, manage budgets and contracts, and maintain close communication with clients and internal teams to resolve issues.

The role demands strong leadership, deep knowledge of KPI/SLA, cost control, vendor management, and the ability to identify

Qualifications

• Bachelor’s degree in a relevant field.
• 8+ years of experience in telecommunications, Managed Services, network operations, or related industries.
• Proven leadership experience managing large MS/NOC/FOC operations and field maintenance.
• Strong understanding of KPI, SLA, network operations, service quality, and customer management.
• Proven experience in budgeting, cost control, and subcontractor management.
• Strong customer-facing and communication skills, with the ability to negotiate and manage key stakeholders.
• Strong problem-solving, decision-making, and crisis management capabilities.
• Business-oriented mindset with the ability to identify service improvement and new business opportunities.
• Good command of English; Mandarin is an advantage.
• Will be able to work under pressure and respond to major operational issues.

Responsibilities

• Establish and lead the MS organization, including Administration, NOC, and FOC, to ensure effective service delivery.
• Define manpower requirements and lead the recruitment and development of qualified MS personnel.
• Set MS service goals, operational direction, and performance targets.
• Manage daily MS operations, monitor service reports, identify abnormal issues, and ensure timely resolution.
• Ensure network performance meets agreed KPI and SLA requirements, and drive continuous improvement of service quality.
• Prepare and manage the MS budget, control operational costs, and oversee financial performance.
• Ensure customer invoicing and payment collection are completed within the agreed timeline.
• Manage MS contracts and maintain regular communication with customers to understand their requirements and resolve service-related issues.
• Evaluate and select suitable FLM subcontractors, and monitor their performance and service quality.
• Coordinate with Project Teams on acceptance, punch-list items, and other project-related issues.
• Work closely with ZTE Headquarters and relevant internal teams to resolve major technical and operational issues.
• Improve operational productivity and efficiency through continuous optimization of workflows, processes, and procedures.
• Identify new customer service requirements and potential business opportunities, and provide appropriate service proposals.

Skills

Leadership

Manpower planning

Budgeting

Customer management

Negotiation

Communication

Crisis management

Problem solving

Stakeholder management

Service improvement

Business development

Education

Bachelor's degree or above in Telecommunications, Electrical Engineering, IT, Business Management, or related fields

Job description

ZTE Indonesia seeks a senior MS organization leader to build and run Administration, NOC, and FOC, ensuring top-tier service delivery to our customers. You will define manpower requirements, recruit and develop MS staff, set service goals, monitor performance, manage budgets and contracts, and maintain close communication with clients and internal teams to resolve issues.

The role demands strong leadership, deep knowledge of KPI/SLA, cost control, vendor management, and the ability to identify