FLM Manager

We are seeking an experienced FLM Manager with 8-10 years of telecommunications experience, to manage and oversee First Line Maintenance (FLM) field operations across the Kingdom. The role requires strong leadership, partner management, field operations management, and technical knowledge of Nokia RAN and Transport networks, including Optics and IP-MPLS. The FLM Manager will be responsible for ensuring smooth execution of Managed Services field activities, SLA compliance, stakeholder coordination, partner performance management, resource management, reporting, and continuous operational
improvement at the kingdom level.

• Manage and lead kingdom-wide FLM field operations for Nokia RAN and Transport networks.
• Manage regional FLM teams, subcontractors, and service partners to ensure smooth delivery of field operations.
• Ensure partners meet contractual obligations, SLA/KPI targets, quality standards, safety requirements, and customer expectations.
• Conduct regular partner performance reviews and follow up on gaps, improvement plans, escalations, and corrective actions.
• Ensure effective execution of all Managed Services field activities, including corrective maintenance, preventive maintenance, site acceptance activities, emergency support, and outage restoration.
• Lead FLM teams across all regions and ensure 24/7 operational readiness to meet contractual SLA and KPI requirements.
• Coordinate with customers, subcontractors, partners, NOC, BO, HWS, SPM coordinators, and internal management to ensure smooth field operations.
• Monitor national network incidents and ensure timely restoration within agreed SLA timelines.
• Ensure proper workforce planning, shift coverage, escalation handling, and field team availability across the Kingdom.
• Review and follow up on daily, weekly, and monthly FLM activities and performance.
• Prepare and submit professional operational reports, including SLA/KPI reports, field activity reports, outage reports, partner performance reports, and management summaries.
• Conduct regular meetings with internal teams, customers, subcontractors, and partners to review performance and resolve operational issues.
• Monitor spare parts availability and coordinate spare requirements with SPM coordinators and HWS.
• Ensure all field teams and partners comply with safety standards, quality procedures, customer requirements, and contractual obligations.
• Support escalation management for critical incidents and ensure timely communication with all stakeholders.
• Utilize MS tools such as MyWFM for work order tracking, task assignment, partner coordination, and field performance monitoring.
• Drive continuous improvement initiatives to improve field efficiency, partner performance, service quality, and SLA performance across the Kingdom.

• Bachelor's degree in Telecom Engineering, Electrical Engineering, or equivalent.
• 8-10 years of relevant experience in telecommunications field operations or Managed Services.
• Strong technical understanding of Nokia RAN and Transport networks, including Optics and IP-MPLS.
• Proven experience managing FLM or field operations teams at regional or kingdom level.
• Experience managing subcontractors, vendors, or field service partners in a Managed Services environment.
• Experience in Managed Network Services and 24/7 field support environments.
• Strong knowledge of corrective maintenance, preventive maintenance, site acceptance, and outage restoration processes.
• Ability to manage large field teams, subcontractors, and partners across multiple regions.
• Strong understanding of SLA, KPI, contractual compliance, partner governance, and performance management requirements.
• Excellent communication, coordination, negotiation, and stakeholder management skills.
• Proficiency in MS Office, including Excel, PowerPoint, and Word, with the ability to prepare professional reports and presentations.
• Strong organizational, analytical, and problem-solving skills.
• Familiarity with MS operational tools such as MyWFM is an added advantage.