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Abstract

This study investigates the impact of network integration capabilities, team leadership effectiveness, and cybersecurity readiness on service performance within the telecom sector of Jeddah, Saudi Arabia. As telecom networks adopt next-generation technologies such as IMS, NGN, and 5G, the success of service delivery increasingly depends on both technical efficiency and organizational adaptability. Drawing from socio-technical and innovation diffusion theories, the research introduces process innovation as a mediating factor to understand how technical and managerial practices collectively shape service outcomes. Data was collected from telecom professionals engaged in planning, optimization, and cross-functional coordination. Using Structural Equation Modeling (SEM), the study examines both direct and indirect effects of the independent variables on service performance. The findings demonstrate that while technical expertise and cybersecurity measures are critical, it is the innovative redesign of processes that ultimately drives reliability and responsiveness. The study contributes to the broader integration of IT management, engineering, and organizational behavior, offering actionable insights for telecom firms operating in complex digital environments like Saudi Arabia.