Ian Mathison

Senior Service Delivery Manager @ AMPLIA Communications

About

Executive telecommunications, network operations, and service delivery leader with extensive experience spanning NOC management, enterprise solutions, network engineering, and national field operations. Proven ability to build high-performance teams, elevate critical KPIs and transform underperforming units into operational leaders. Brings deep technical expertise across GPON, MPLS, IP networking, enterprise activation, and 24/7 NOC oversight—combined with strong strategic and operational leadership. Known for enhancing network resilience, strengthening incident-response processes, advancing automation and forecasting tools, and driving end-to-end service delivery excellence across complex environments. Currently leading national Service Delivery for Amplia, shaping field execution standards, contractor governance, customer-experience outcomes, and operational efficiency, while leveraging advanced forecasting to support capacity planning, resource optimisation, and KPI trend modelling. Pursuing an MBA in Data Analytics to expand capabilities in predictive modelling, KPI intelligence, and strategic decision support.

Country

Trinidad and Tobago

City

Arima

Industry

Telecommunications

Skill

Service Delivery, Microsoft Office, Management, Strategic Planning, Networking, Troubleshooting, Cisco Systems Products, Network Administration, Network Security, Telecommunications

Experience

Senior Service Delivery Manager

AMPLIA Communications

2023-9 - Present · 3 yrs 1 mo

Demonstrated proven ability to build high-performance teams, drive operational efficiency, and consistently elevate key KPIs across the Service Delivery function. - Provides strategic leadership for national Service Delivery, advancing SLA performance, strengthening customer-experience standards, and transforming field operations. - Directly leads Installations, Repairs, QA, Dispatch, Materials & Logistics, and Advanced Installations teams. - Provides governance and oversight of 80+ contracted field crews daily. - Built forecasting models to anticipate job volumes and resource demands. - Implemented contractor onboarding, certification, and QA audit frameworks. - Oversaw capability development initiatives and process alignment.

NOC & Technical Solutions Manager

AMPLIA Communications

2018 - 2023-9 · 5 yrs

Led 24/7 NOC operations, ensuring uninterrupted network visibility, rapid incident response, and national service continuity. Directed enterprise technical onboarding, activation readiness, and solutioning for high-value customers. Enhanced automation, monitoring, and reporting frameworks to strengthen SLA compliance and operational forecasting. Built strong vendor technical alignment across Huawei, Nokia/Alcatel, Ciena, Dell, and Cisco.

Senior Network Engineer

Massy Communications

2015-9 - 2018 · 2 yrs

Trinidad and Tobago

Responsible for maintaining and leading the transitioning of Massy Communications legacy network to its Cisco MPLS backbone infrastructure. Also responsible for designing solutions for enterprise sales and collaborating with various departments to ensure proper solution implementation. Ensuring the highest standard of technical reports, KPI's , SLA's, project plans and documentation are met.

Network Engineer

Massy Communications

2013-12 - 2015-9 · 1 yr 10 mos

Trinidad and Tobago

Responsible for maintaining Core system infrastructure company wide. Configuring IP routing and telephony solutions for new customers and providing support across several platforms including Nokia, Cisco, Sun, HP and dell.

IT Business Consultant

ICG Solutions

2012-2 - 2018 · 6 yrs

Responsible for sourcing and advising on the implementation of software and best practice business solutions for the company. Technical lead for all network and database driven operations.

NOC Techician

Massy Communication

2012-10 - 2013

Trinidad and Tobago

Responsible for monitoring core systems and operation software to ensure 24/7 uptime. Primary point of contact for liaising and providing first level troubleshooting for customers. Also responsible for the installation of fiber related infrastructure.