The Quality and Training Director is a strategic leadership role responsible for driving service excellence and employee development across the Indigo organization. This position oversees both quality assurance and training functions, ensuring consistent service delivery, operational efficiency, and high levels of customer satisfaction. This is a customer-facing leadership role with accountability for driving operational excellence across the organization by working closely with Sales and Operational Teams in developing Quality and Training programmes, processes and systems to ensure consistently high-levels of service quality today and into the future. Key Responsibilities: Leadership & Strategy Own the end-to-end service quality assurance and training function, setting standards and ensuring effective delivery of services to customers. Lead, manage, and develop a team of Quality Managers and Executives, ensuring roles and responsibilities are clear and performance is consistent. Define and implement training and development programmes to ensure that direct employees and service partners have the skills required to deliver consistently high-quality services to Indigo customers. Establish best practices, reporting and service governance models to ensure consistent customer experience. Work with Sales, Project Delivery, Support Services and Field Operations to measure services quality and identify areas of improvement. Contribute to service design, ensuring operational support is scalable, efficient, and meets evolving customer needs. Quality assurance Develop and implement quality policies, procedures and objectives to ensure that services are delivered with consistently high-level of quality. Oversee the quality assurance and control processes and conduct audits and report on a regular basis to ensure issues are quickly identified and addressed. Report to the Executive Leadership Team (ELT) and Board on a regular basis on the quality of services delivered. Work closely with the Field Operations Team and Service Partner function in the assessment of existing and new Service Partners for their suitability to deliver projects in conjunction with Indigo employees or as agents. Implement a consistent evaluation and audit process for Service Partners and report in the quality of each Service Partner on a regular basis. Training and development · Working with the ELT, and their respective Teams, assess the training and development requirements to support the profitable growth of the business. · Determine programmes to grow internal talent by defining career paths for specific roles, especially engineering, to ensure a strong pool of skilled colleagues to meet the needs of our customers. · Working with Operations, define specific role classifications / levels which provide clarity on individuals and clarifies what skills / experience they have and where development is required to progress to the next level. · Improve retention rates by providing clear training and development plans which make Indigo an employer of choice. Operational Excellence Work closely with the other members of the Operations Leadership Team to monitor and report on service levels, SLAs, KPIs recommendations on how to improve the services. Collaborate with internal teams (e.g. Sales, Operations, Field Engineering, NOC) to ensure operational alignment and continuous improvement. Ensure robust governance and compliance with all contractual and regulatory requirements. People & Performance Management Provide clear direction, coaching, and performance management to the Quality and Training function. Drive a culture of customer focus, ownership, and continuous improvement. Recruit, retain, and develop talent within the team to meet current and future business needs. About You · Eight-years of experience and proven leadership of a quality assurance in Telecoms, digital infrastructure, or a related technical service environment. · Strong background in defining and implementing training and development programmes to build a depth of skills to deliver consistently high-levels of services. · Demonstrable experience in leading teams managing SLAs, service reporting, and escalations. · Ability to influence cross-functional teams and collaborate across global operations, engineering, and support functions. · Exceptional communication, presentation, and stakeholder management skills. · Strong analytical and problem-solving abilities. · Experience in managing budgets, quality reporting, and budget management. About Us At Indigo, you’ll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ individuals. As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $1657.70 billion in 2020 to US $2395.47 billion by 2027. With over two decades of experience and a presence in 90 countries, we specialize in cutting-edge technologies like Fixed Line, 5G, Edge DC, and Subsea. Recognized as one of the UK’s top-performing privately-owned technology companies, we prioritize the well-being and growth of our employees, fostering a respectful and inclusive atmosphere with over 30 nationalities. Our commitment to sustainability and innovation ensures a brighter future. As a proud recipient of the ‘Investors in People’ Gold Award, we invest in your growth and development. Join Indigo and make a real difference in an organization that offers unparalleled opportunities at the right place and time. Embark on an exciting journey with us. At Indigo, our smart, ambitious teams are dedicated to supporting our customers. Our culture of ownership and transparency empowers our team to achieve goals and exceed customer expectations. For over twenty-five years, we’ve partnered with some of the world’s leading network carriers and hyperscalers, with a diverse talent pool we celebrate differences, inviting new ideas, creativity, collaboration, and passion from every employee. Our commitment extends beyond the present, as we cultivate and mentor the next generation to access limitless growth opportunities. At Indigo, we understand that our people are the heart of our success. We are deeply committed to nurturing a work culture that prioritizes the well-being and growth of our employees. We take pride in listening to our team and taking action to continually enhance our company’s support and enriching environment. Our diversity is our strength, coming together as one team, we foster an atmosphere of respect and inclusivity, where collaborating with individuals from various backgrounds, cultures, and thinking styles empowers us to evolve into better professionals and leaders.