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Accomplished General Manager| Telecom| Delivering state of the art technology & an exceptional Customer Experience


An experienced and proficient professional with more than 15 years of experience with excellent track record for optimizing network performance and driving continuous improvement in a timely manner, to budget constraints. Combines end to end change management, risk and strategic management expertise.

The most recent professional engagement includes implementation of network managed services transformation and Customer experience Management strategies.

I have an insatiable appetite for knowledge and this is evident from my qualifications gained at top business schools & management institutes with exposure to latest business trends.

With a passion for Technology and expertise in utilities, I have exercised my in-depth knowledge of cutting edge technologies to deliver outstanding results. As an influential and motivational leader, I lead in a manner that inspires confidence and facilitates performance excellence. I also strive for continuous improvement as well as providing a first class customer experience.


Managed Services

Key Project player in the network operations & optimization outsourcing project for 7 countries in West Africa and North Sudan. Strategically devised a new staff structure and facilitated the transfer of 162 staff to managed service partner in Ghana to meet medium to long term business needs.  Achieved 99% Staff Transfer rate to MS partner ,  and there was NO KPIs degradation during transition period. 

Assisted the project rollout in other OPCOs within MTN Group.

Stakeholder Management

Towerco transition , MS transition ; Vendor operational management post transition

Customer Experience Management  

Implemented " Perfect 10" and " SOC" Pilots in Ghana, and assisted in the roll-out in other OPCOs.

Budgetary Control

Accountable for > $100 M  annual OPEX.

Team Motivation

Oversaw the divisional Incentive Scheme for 5 years and received Excellence Award for being a PIONEER EXECUTIVE of Network Group’s Incentive Scheme

Business Continuity Management

10 years’ experience in the preparation of business impact analysis (BIA) , Disaster recovery plans (DRP) , and Business continuity plans (BCP).

Work History


General Manager Operations and Maintenance


Responsible for a range of duties including managing MTN Ghana Network operations and providing support to MTN Group mainly in the areas of Network Managed Services, TowerCos Operational excellence as well as Customer Experience Management. Championed the transformation of MTN Ghana network to full managed services and supported the Managed Services rollout in other MTN operations.  Implemented Customer experience transformational projects including the set-up of a Service Operating Center (SOC) interfacing with Network /IT, Customer Care and Marketing achieving enhanced customer experience and business growth.

Accomplishments and Responsibilities:

  • Implemented Service Operation Center (SOC) , establishing the blueprint of Managed Services Transformation (MS2.0) for the Group to achieve improved operational capability, operational efficiency, and high value customer experience and service quality. Achieved + 5 % NPS improvement within 6 months.
  • Collaborated with a global consultancy, Bane, to develop a Must Win Battle strategy model for the network, and orchestrated the plan and performance assessment for continuous improvement
  • Reduced Cell Sites operational costs and enhanced the network quality by developing Fixed Power Modeling, Refurbishment programs, and SLA Optimization through successful negotiations with TowerCos
  • Overseeing the Power Management of Switching Centers , Data Centers, and Cable Landing Station including Power planning, Intelligent management and Energy Efficiency.
  • Drove negotiations and the successful implementation of spare management outsourcing with three Tier 1 vendors.

General Manager Operations and Value Added Services


Oversaw organogram restructuring in developing synergies between Network and IT divisions and was able to achieve resource, systems and process efficiency.

Accomplishments and Responsibilities:

  • Competently established and facilitated technical organization skills to secure capable technical expertise, implement and operate the evolving network, and achieve efficiency with reduced staff
  • Streamlined the end-to-end customer complaints resolution process between Customer Relations and the Network Group and reduced the complaints resolution time by 35%.
  • Deployed advanced optimization techniques to achieve network quality
  • Created a mini competency centre within the OPCO to offer cost-effective technical support to other OPCOs
  • Collaborated with the rollout team to deliver the planned expansions and upgrades in a timely manner and to an acceptable quality
  • Actively mentored direct reports to ensure ongoing staff development, motivation and succession planning


Senior Manager Core Network


Manager NSS


Regional Manager


Switch Engineer




Executive MBA

China Europe International Business School (CEIBS) 

CEIBS Global EMBA Programme: Top 20 Globally for 6 Consecutive Years, #16 in 2015: Financial Times


Bachelor of Engineering (Hons)


Electrical, Electronics and Communications Engineering



Harvard Manage Mentor

Harvard Business Publishing

Master's in Project Management (GWCPM)

George Washington University

Project Management Professional (PMP)

Project Management Institute

Selected talks

My participation in the 9th Annual Managed Services World Congress in Cannes France included :

  • Presenting MTN Ghana’s Case Study of implementing Service Operating Center (SOC)
  • Participating in panel discussions with industry experts from around the world covering topics on telecom transformation and IT convergence, SQM/CEM,  NOC to SOC transition, managed services for digital needs,  cloud and NFV/SDN.