Kerre Allan

Network Operations and Service Delivery professional with 10+ years of experience across telecommunications, network operations, technical support, infrastructure maintenance, incident resolution and field service delivery. Strong practical exposure to FTTH, GPON and HFC environments, network troubleshooting, preventive and corrective maintenance, service restoration, technical escalation, SLA/KPI management and technical team coordination. Experienced in monitoring operational performance, investigating service issues, coordinating escalations and driving timely resolution while maintaining quality, safety and customer-service standards.

SERVICE DELIVERY MANAGER - NUBLY TECHNOLOGIES LIMITED

(2023-01 - 2025-12)

• Led service delivery and operational execution for FTTH projects, coordinating resources, schedules, budgets, quality and customer requirements.
• Planned and coordinated technical resources to deliver projects within agreed scope, schedule, cost and quality requirements.
• Managed service risks, issues and changes, escalating operational challenges and coordinating corrective actions.
• Tracked performance metrics and service delivery status, providing timely updates to clients and internal stakeholders.
• Supported client relationships, business development, upselling/cross-selling and revenue collection activities.
• Maintained project and service documentation and supported EHS compliance across field operations.

SERVICE DELIVERY MANAGER - CAMUSAT KENYA

(2020-01 - 2023-05)

• Managed telecommunications project and service delivery activities from initiation through completion, ensuring adherence to agreed plans, SLAs, quality gates and technical standards.
• Coordinated technical teams, assigned daily work, monitored performance and supported resolution of operational issues and escalations.
• Developed project plans, risk plans, governance structures, communication plans and project initiation documentation using Microsoft Project and SharePoint.
• Monitored risks, issues, scope, schedule, cost and quality, implementing corrective actions and escalating critical matters appropriately.
• Prepared project reports and governance presentations and captured lessons learned and best practices for continuous improvement.
• Supported CAPEX utilization, receipting, resource planning, team training and stakeholder engagement.

SUBSCRIBER INSTALLATION MANAGER - WGKL

(2019-01 - 2020-12)

• Managed subscriber installation and maintenance operations with focus on SLA compliance, productivity, quality and customer service.
• Coordinated problem resolution, operational audits, trend analysis and service improvement initiatives.
• Monitored network documentation, workload status, maintenance procedures and service escalations against agreed SLAs.
• Managed financial objectives, budget variances and corrective actions while maintaining operational controls.
• Supervised recruitment, induction, training, performance management and safe working practices for field teams.

FTTH MANAGER - SAFARICOM FTTH

(2018-01 - 2018-12)

• Managed FTTH installation and maintenance operations, including customer support, dispatch coordination and field service delivery.
• Monitored 24-hour customer installation/maintenance SLA and 6-hour network maintenance SLA performance.
• Led Service Delivery Team activities including dispatch, application support, performance management and staff development.
• Prepared operational reports, installation plans and KPI reviews while coordinating matrix-managed field resources.
• Maintained EHS and service-delivery standards across field operations.

PROJECT SUPERVISOR - SAFARICOM FTTH / HUAWEI

(2017-05 - 2017-12)

• Coordinated field supervisors and technical teams to deliver FTTH installations within agreed SLAs and quality requirements.
• Monitored hourly and daily performance, service status, work progress and KPI achievement.
• Coordinated client communication, field activities, technical training and daily reporting.
• Used Safaricom/Huawei operational tools, including Remedy, to support service and work-order management.

MAINTENANCE SUPERVISOR - WGKL

(2017-01 - 2017-05)

• Supervised HFC/GPON preventive and corrective maintenance, network troubleshooting, optimization, redesign and extension activities.
• Coordinated network outage response and service restoration against 4-hour outage and 12-hour optical optimization SLAs.
• Used RAMI and WinCable for network troubleshooting and operational support.
• Managed team ROTA, workload allocation, daily KPI reporting and technical/safety training.
• Identified recurring outage areas and supported corrective actions and lessons learned.

SUBSCRIBER MAINTENANCE MANAGER - WGKL

(2016-01 - 2016-12)

• Managed subscriber maintenance projects, resources, risks, issues, quality gates and stakeholder engagement.
• Coordinated technical teams, assigned daily tasks and monitored delivery against project and service requirements.
• Managed CAPEX utilization and project reporting using Microsoft Project and SharePoint.
• Supported technical standards, training, team supervision and continuous improvement.

SUBSCRIBER INSTALLATION DISPATCH - WGKL

(2015-05 - 2015-12)

• Managed daily installation scheduling, work-order provisioning, technician coordination and SLA-based escalations.
• Produced daily EOD performance reports and monitored workload, appointments, escalation slots and deadlines.
• Handled high-volume scheduling and provisioning activities while maintaining quality and customer-contact SLAs.
• Maintained real-time ticket updates and coordinated shift transitions and ROTA.

SUBSCRIBER INSTALLATION INTERN - WGKL

(2015-01 - 2015-05)

• Supported customer installation scheduling, GPON/HFC work-order provisioning and technician follow-up.

Diploma - Project Management - Kenya Institute of Professionals (2017-01 - 2018-12)

BSc - Animal Health and Production - Kenyatta University (2011-01 - 2015-12)