Performance Management & CEM Lead

This position is on-site based in Damascus Governorate, Syria.

Position Objective:

Define and govern the performance management and customer experience management (CEM) framework across all networks, IT, and IXP domains, ensuring all performance monitoring, reporting, and CEM tooling requirements are fully designed, validated, and ready for Day-1 launch. Post-launch, the role transitions to governing the MSP Performance & CEM function

Job Description & Responsibilities:

• Define the end-to-end performance management framework — QoS (availability, latency, jitter, packet loss, MTTR), QoE (end-to-end perceived service quality), KQI (derived quality indicators linking QoS to SLA outcomes), and CSAT (wholesale customer satisfaction measurement).
• Define customer experience management (CEM) requirements — customer-facing SLA structures, service quality metrics, and reporting interfaces.
• Define performance frameworks for subsea cable systems and international backbone segments, including latency budgets and availability tracking per route.
• Define performance monitoring requirements and dashboard specifications for unified visibility across all domains.
• Define the CEM platform requirements and customer portal reporting specifications.
• Define governance cadence and reporting framework for performance reviews across all levels, including regulatory submission cadences.
• Govern readiness validation of performance and CEM systems.
• Participate in cross-functional OAT (Operational Acceptance Testing) to validate performance monitoring and CEM readiness for Day-1 launch.
• Monitor MSP network performance against QoS, QoE, and KQI targets and enforce SLA obligations.
• Own CSAT measurement program — conduct surveys, analyze results, and drive MSP improvement actions.
• Chair periodic performance governance reviews and hold MSP accountable to KPI commitments.
• Review and approve changes to performance measurement frameworks, thresholds, and reporting models.
• Escalate persistent SLA breaches to program leadership and manage customer remediation
• Drive continual service improvement (CSI) across all performance domains — identify degradation trends, commission improvement initiatives, and validate outcomes.
• Govern vendor and MSP contract performance against agreed KPI and SLA commitments, including remediation tracking for persistent breaches.

Qualifications & Experience:

• Minimum 10 years in telecommunications performance management.
• Experience designing performance frameworks and CEM.
• Knowledge of KPI and SLA design for multi-domain infrastructure including fiber, IP, IXP, and IT infrastructure.
• Experience defining performance tooling requirements and overseeing tool implementation.
• Green field or build-to-operate program experience is advantageous.
• Strong knowledge of performance management methodologies and CEM practices across network and IT domains.
• Ability to define KPI, SLA, and OLA frameworks for wholesale environments.
• Familiarity with performance management platforms, IT monitoring tools, and CEM tools.
• Strong written and verbal communication in English; Arabic is an advantage.
• Experience with MSP governance, vendor performance management, and continual service improvement programs.