MARTIN HAGAN
Coatbridge,North Lanarkshire
Summary
I am an experienced telecommunications professional with over 15 years’ expertise spanning fibre network build, fault repair, civils supervision, and end-to-end quality assurance. I have a strong track record of leading multi-disciplinary engineering teams, delivering complex PON build programmes, and ensuring full compliance with CDM, H&S, and industry standards. I am known for being proactive, driven, and highly organised, I consistently improve operational performance through strong leadership, technical accuracy, and a commitment to right-first-time delivery. My experience across Openreach and wider utilities environments has built deep knowledge of fibre networks, FTTP, and FTTC infrastructures, along with the ability to manage projects from design through to completion. I take pride in developing people, driving continuous improvement, and maintaining excellent customer and stakeholder relationships. Through innovation, efficiency, and high-quality delivery, I have repeatedly supported teams to complete large-scale programmes on time, within budget, and to the highest engineering standard.
Overview
27
27
years of professional experience
1
1
Certification
Work history
Patch Lead
Openreach
04.2025 - 12.2025
- I lead and supervise a team of 19 cablers and jointers across two patches, delivering fibre fault repairs, incremental builds, and repayments workstreams. I provide technical guidance, coaching, and daily support to optimise team performance and ensure right-first-time delivery. I coordinate workloads across multiple systems, manage relationships with civils and poling teams, and maintain strong partnerships with internal and external stakeholders.
- Key Responsibilities
- Team Leadership & Performance Management – Leading and supervising a team of 19 cablers and jointers, providing coaching, mentoring, and daily technical support to drive high performance and continuous development.
- Operational Management & Work Planning – Skilled in planning, allocating, and prioritising workloads across multiple systems to ensure efficient delivery of faults, incremental builds, and repayment workstreams.
- Fibre Network Expertise – Strong technical understanding of FTTP, PON architecture, fault repair, incremental build processes, and fibre jointing/cabling standards.
- Quality Assurance & Right-First-Time Delivery – Proven ability to maintain high workmanship standards, reduce defects, and ensure compliance with Openreach engineering specifications.
- Health & Safety & CDM Compliance – Experienced in enforcing safe working practices, ensuring adherence to CDM regulations, NRSWA, and Openreach safety frameworks.
- Cross-Functional Collaboration – Effective coordination with civils, poling, planning, service delivery, contractors, and field engineers to keep programmes moving and resolve issues quickly.
- Stakeholder & Partner Management – Ability to build strong working relationships with internal teams, delivery partners, highways authorities, and local councils.
- Problem Solving & Decision Making – Skilled at identifying root causes, managing escalations, and applying practical solutions to minimise delays and operational risks.
- Performance Reporting & Data Management – Competent in using Openreach systems for work allocation, progress tracking, and reporting performance metrics.
- Customer Focus & Communication – Strong communicator with a consistent focus on customer impact, restoration of service, and maintaining service-level performance.
- Key Achievements
- Reduced SLG payments from £72,000 to £4,000 within six months.
- Implemented civils-avoidance techniques and process improvements, saving costs and reducing build delays.
- Delivered over 100 complex incremental builds, ensuring right-first-time delivery and maintaining exceptional build quality across Southwest Scotland.
- Improved engineer capability, successfully mentoring jointers and cablers transitioning from Service Delivery to improve faulting, fibre build, and network repair competence.
- Increased productivity and reduced repeat faults by implementing better diagnostic practices, coaching on jointing standards, and enforcing quality checks.
- Strengthened cross-team relationships through consistent collaboration with civils, poling, and planning functions improving programme outcome.
- Maintained exceptional safety performance, ensuring zero lost time incidents through strong adherence to Openreach safety protocols and CDM regulations.
- Enhanced customer outcomes, reducing escalations and improving service restoration times by effectively prioritising and coordinating fibre repairs.
- Streamlined work allocation processes, improving visibility and balance of workload using multiple Openreach systems and planning tools.
- Recognised as a trusted technical lead, providing guidance on complex faults, fibre routing, build pack interpretation, and civils-avoidance techniques.
Technical Fibre Professional
Openreach
04.2022 - 04.2025
- I managed large-scale fibre infrastructure delivery programmes, ensuring that project milestones, deadlines, and customer requirements were consistently achieved. I oversaw Direct Labour (DL) teams, build partners, and civils crews while maintaining full compliance with CDM, HSQE, and NRSWA standards. I played a key role in optimising operational efficiency, maintaining high-quality delivery, and building strong stakeholder relationships.
- Key Responsibilities
- Planned and managed end-to-end fibre programme delivery across multiple towns, ensuring adherence to timelines and quality standards.
- Led, coached, and developed Direct Labour teams to enhance technical capability, performance, and safety awareness.
- Coordinated and managed relationships with build partners, civils teams to ensure smooth programme delivery.
- Ensured full compliance with Health & Safety, CDM, HSQE, and NRSWA requirements across all work sites.
- Analysed programme performance data to identify risks, trends, and implement mitigation strategies.
- Oversaw programme finances, including revenue forecasting, cost control, and budget management.
- Supported successful commission of completed fibre builds, ensuring network performance met or exceeded specifications.
- Key Achievements
- Delivered 26,000 THP across three towns over three years, consistently meeting deadlines and quality standards.
- Maintained zero lost-time incidents, demonstrating strong commitment to team safety.
- Saved approximately £100,000 through civils-avoidance techniques and process optimisations.
- Improved Direct Labour team efficiency and capability through structured coaching and mentoring.
- Strengthened relationships with build partners and local authorities, supporting collaborative programme delivery.
- Implemented performance monitoring and reporting systems to proactively manage risks and issues.
- Achieved high-quality network handovers with minimal defects, resulting in excellent customer satisfaction.
Clerk of Works
Openreach
01.2020 - 04.2022
- I oversaw the quality, safety, and compliance of fibre and civils works delivered by contractors, ensuring all network builds met Openreach standards and CDM/H&S requirements. I conducted detailed site audits, validated designs, and provided technical guidance to support right-first-time delivery across multiple projects.
- Key Responsibilities
- Surveyed proposed build routes to identify risks, validate designs, and ensure practical, deliverable solutions.
- Managed Permits to Work (PTWs), wayleaves, and other permissions required for safe and compliant field activity.
- Produced detailed drawings, RAMS (Risk Assessments and Method Statements), and technical documentation for internal teams and delivery partners.
- Performed thorough quality audits across all PON builds, ensuring adherence to Openreach specifications and industry standards.
- Issued corrective actions and monitored defect resolution to maintain high standards of workmanship.
- Maintained comprehensive build trackers to monitor progress, report performance, and support effective programme management.
- Provided technical guidance and support to contractors and Direct Labour teams, fostering a culture of continuous improvement.
- Coordinated with civil, poling, and fibre teams to resolve issues, optimise workflow, and reduce project delays.
- Ensured all activities complied with CDM, H&S, and organisational procedures, promoting a safe and efficient work environment.
- Key Achievements
- Delivered projects consistently on time while maintaining high-quality standards and regulatory compliance.
- Reduced build defects and rework by implementing proactive quality assurance measures.
- Strengthened contractor relationships and performance through mentoring, guidance, and regular feedback.
- Supported multiple complex fibre build programmes simultaneously, ensuring seamless coordination between internal teams and external partners.
- Contributed to a culture of safety with zero major incidents recorded during tenure.
Fibre Cabler/Jointer
Openreach
09.2017 - 01.2020
- I delivered end-to-end fibre builds across PON and spine networks, ensuring network performance, reliability, and compliance with Openreach standards. I managed all aspects of fibre installation, testing, and handover while implementing civils-avoidance techniques and supporting efficient, right-first-time delivery.
- Key Responsibilities
- Planned and executed fibre installations across PON and spine networks, including duct preparation, subduct installation, fibre blowing, and fibre jointing.
- Conducted accurate testing, recorded light-loss readings, and completed L2C documentation to ensure network compliance and performance.
- Applied civils-avoidance techniques and intercepted BFT to maintain productivity and reduce build costs.
- Collaborated with survey, civil, and build teams to coordinate fibre routes and resolve installation challenges.
- Maintained detailed job records and technical documentation for all completed works.
- Ensured adherence to health & safety, CDM, and Openreach operational standards on every site.
- Provided technical support and guidance to junior team members to enhance skills and ensure consistent quality.
- Key Achievements
- Successfully delivered high-volume fibre builds with minimal defects, achieving right-first-time completion.
- Reduced project delays through proactive civils-avoidance and efficient planning.
- Maintained a strong safety record across all fibre installation projects.
- Improved team efficiency and technical capability through mentoring and hands-on guidance.
Service Delivery Engineer
Openreach
08.2015 - 09.2017
- I delivered broadband and voice installations, network fault diagnostics, and repairs across the access network. I utilised JDSU test equipment to identify and resolve faults, supporting network reliability and performance improvements.
- Key Responsibilities
- Carried out customer installations for broadband and voice services.
- Diagnosed and resolved network faults using testing equipment.
- Supported FVR (Fault Volume Reduction) programmes to reduce repeat faults and improve network performance.
- Maintained accurate job records, test results, and compliance with Openreach operational standards.
- Collaborated with survey and build teams to plan and execute remedial works efficiently.
- Key Achievements
- Contributed to reducing repeat faults through proactive fault diagnosis and repair.
- Delivered high-quality installations that consistently met Openreach service standards.
- Enhanced customer satisfaction through prompt and reliable service restoration.
Calomi Broadband Installer
Kelly Communications / Openreach
11.2011 - 08.2015
- I installed and maintained telephone and broadband services across residential and commercial properties, including overhead and internal wiring.
- Key Responsibilities
- Planned and executed installations via overhead pole work and internal wiring.
- Carried out fault diagnostics, repairs, and service testing to ensure operational performance.
- Ensured all work was compliant with health & safety regulations and Openreach standards.
- Maintained detailed records of work, including completed jobs and test results.
- Provided excellent customer service during installations and repairs.
- Key Achievements
- Delivered reliable broadband and telephone services with minimal faults.
- Maintained a strong safety record while carrying out overhead and ladder work.
- Improved efficiency by optimising installation processes and adhering to best practices.
Cable TV/Broadband Installer
McNicholas / Virgin Media
11.2008 - 11.2011
- I installed, repaired, and optimised cable broadband, digital TV, and telephony services for residential and commercial customers.
- Key Responsibilities
- Delivered end-to-end installation, testing, and fault resolution of digital TV and broadband services.
- Configured and optimised network connections for seamless service.
- Maintained accurate documentation of completed jobs and service configurations.
- Provided high-quality customer service during installations and repairs.
- Key Achievements
- Consistently delivered installations that met or exceeded customer expectations.
- Reduced repeat service calls through thorough diagnostics and quality installations.
Electric Meter Fitter
Alfred McAlpine Utility Services
07.2004 - 11.2008
- I installed, replaced, and maintained single-phase and three-phase low-voltage electricity meters across the Scottish Power network.
- Key Responsibilities
- Carried out safe and compliant installation and replacement of LV meters.
- Coordinated with Onstream National Grid to ensure efficient meter exchanges.
- Maintained accurate records of all installations and completed work.
- Adhered to health & safety regulations, operational standards, and network protocols.
- Key Achievements
- Delivered accurate and compliant meter exchanges across residential and commercial properties.
- Contributed to maintaining network reliability through safe and efficient operations.
Drinks Dispense Technician
City Refrigeration & Air Conditioning Services
06.1999 - 07.2004
- I installed, repaired, and maintained drinks dispense systems for Tennent’s and Scottish Brewers.
- Key Responsibilities
- Installed and maintained drinks dispense equipment across multiple sites in Scotland.
- Diagnosed and repaired equipment faults to ensure operational reliability.
- Maintained accurate service and maintenance records.
- Ensured all work complied with health & safety standards and customer requirements.
- Key Achievements
- Delivered high-quality maintenance services, minimising downtime for clients.
- Developed technical expertise in installation, fault diagnosis, and equipment optimisation.
Skills
- Leadership & People Management
- Operational and Customer Excellence
- Commercial Management
- Programme & Project delivery
- Organisation
- Relationship Building
- Design & Build
- Health & Safety
- Personal Development Planning
- Microsoft Office
Certification
- Confined spaces training and certification.
- Working at heights training.
- Openreach Health & Safety Training.
- PASMA Supervisor Certification (Tower scaffold).
- Project Management for Telecommunications Professionals.
- Openreach M23 supervisor certification.
- NRSWA supervisor, LA, S1, S2, S3, S4, S5, S7.
- First aid at work.
- IOSH Managing safely accreditation
- OLAT
- SVQ Level 1 Building and Construction Operations.
- I hold a full and clean UK driving license.
REFERENCES
Derek, Wilson, Patch Manager, Openreach
Timeline
Patch Lead
Openreach
04.2025 - 12.2025
Technical Fibre Professional
Openreach
04.2022 - 04.2025
Clerk of Works
Openreach
01.2020 - 04.2022
Fibre Cabler/Jointer
Openreach
09.2017 - 01.2020
Service Delivery Engineer
Openreach
08.2015 - 09.2017
Calomi Broadband Installer
Kelly Communications / Openreach
11.2011 - 08.2015
Cable TV/Broadband Installer
McNicholas / Virgin Media
11.2008 - 11.2011
Electric Meter Fitter
Alfred McAlpine Utility Services
07.2004 - 11.2008
Drinks Dispense Technician
City Refrigeration & Air Conditioning Services
06.1999 - 07.2004