Performance Management & CEM Lead

About the role

This senior position is based on‑site in Damascus Governorate, Syria. The incumbent will define and govern the performance management and customer experience management (CEM) framework across all network, IT and IXP domains, ensuring readiness for Day‑1 launch and ongoing governance thereafter.

Key responsibilities

• Design end‑to‑end performance frameworks covering QoS, QoE, KQI and CSAT metrics.
• Specify CEM requirements, customer‑facing SLA structures, reporting interfaces and portal specifications.
• Develop performance monitoring and dashboard specifications for unified visibility across subsea cables, backbone routes and IT infrastructure.
• Lead operational acceptance testing (OAT) and validate readiness of performance and CEM systems for launch.
• Monitor MSP network performance, enforce SLA obligations and own the CSAT measurement program.
• Chair periodic performance governance reviews, approve framework changes and escalate SLA breaches.
• Drive continual service improvement initiatives and validate outcomes.
• Govern vendor and MSP contract performance against agreed KPIs and manage remediation for persistent breaches.

Required profile

• Minimum 10 years of experience in telecommunications performance management.
• Proven experience designing performance frameworks and CEM solutions.
• Strong knowledge of KPI and SLA design for multi‑domain infrastructure (fiber, IP, IXP, IT).
• Experience with green‑field or build‑to‑operate programmes is advantageous.
• Ability to define KPI, SLA and OLA frameworks for wholesale environments.

Required skills

• Performance management framework design
• Customer Experience Management (CEM)
• Network performance monitoring (QoS, QoE, KQI)
• KPI and SLA development
• IT monitoring tools and performance management platforms