Scaling a national rollout of this magnitude demands more 
than administration; it requires a data-driven hub. Senior 
Operations Manager Raul Metz and his 22-strong team 
act as “Air Traffic Control,” empowering 2,500+ field 
engineers through real-time technical validation, seamless 
logistics, and proactive problem-solving.
“Our focus has evolved from reactive 
troubleshooting to ‘Predictive Support.’ We aren’t 
just managing jobs; we’re protecting the customer 
journey.”
- Raul Metz, Regional Manager
Every successful fibre connection begins with a clear route. As CityFibre’s network expanded into complex urban 
landscapes, the demand for specialist civil engineering grew in lockstep. Led by James Cartwright, the division has 
scaled from 4 teams in early 2024 to a nationwide engine of 90 specialist gangs active across 127 cities.
The complexity is immense. Since April 2024, teams have cleared over 26,000 blockages, often 
navigating historic infrastructure to save individual connections. To tighten delivery, the “Blockage 
on the Day” initiative was introduced, allowing teams to resolve obstacles in real-time. 
In Q1 2026 alone, this agile approach resolved 300 issues live, preventing failed installs and 
ensuring a seamless experience.
“Blockage clearance is surgical; it isn’t just about 
excavation, it’s about high-
stakes problem-solving under 
the pavement. Our teams aren’t 
just digging; they are finding the 
solutions that keep the entire 
rollout moving forward.”
- James Cartwright, Regional Manager
The team’s impact is defined by converting potential failures into successful connections. During Q1 2026, the desk 
validated 19,218 specialist tasks with a 93.6% completion rate. This real-time intervention acts as a critical filter, saving 
installs through rapid desk-to-field collaboration.
Through innovations like Kepler Heat Maps, the team identifies infrastructure chokepoints before an engineer arrives, 
saving 15% of at-risk installs. From managing technician mobility to auditing half a million job packs, this hub ensures 
quality remains constant at scale.
6. 
CONTRACT NEWS - CITYFIBRE
Operational Insight
Clearing the Path

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