Assistant Manager-Service

Job description

Assistant Manager – Service Controls (Fire & Security Services) Job Purpose The Assistant Manager - Service Controls is responsible for overseeing service operations, compliance, controls, and performance management within Fire & Security Services. The role ensures adherence to safety standards, contractual SLAs, regulatory requirements, and operational governance while driving service excellence and continuous improvement. Key Responsibilities Service Operations & Controls • Monitor and enforce service control processes across fire and security maintenance operations. • Ensure compliance with service delivery standards, contractual obligations, and company policies. • Track preventive and corrective maintenance schedules for fire alarm, firefighting, access control, CCTV, intrusion detection, and related systems. • Conduct regular audits to identify service gaps and implement corrective actions. Compliance & Risk Management • Ensure compliance with fire safety regulations, statutory requirements, and customer-specific standards. • Monitor adherence to EHS (Environment, Health & Safety) policies and procedures. • Manage risk assessments and implement mitigation plans for operational and service-related risks. • Support internal and external audits and ensure closure of audit findings. Performance Management • Monitor SLAs, KPIs, response times, and service quality metrics. • Analyze service performance data and prepare management reports. • Identify trends, recurring issues, and opportunities for operational improvements. • Drive continuous improvement initiatives to enhance efficiency and customer satisfaction. Customer & Stakeholder Management • Act as a key point of contact for customers regarding service governance and performance. • Conduct service review meetings with customers and internal stakeholders. • Collaborate with Service Managers, Operations Teams, and Technical Teams to drive service excellence. Team Leadership • Support and guide service coordinators, supervisors, and field engineers. • Ensure resource planning and effective deployment of service personnel. • Promote a culture of compliance, safety, and accountability. Desired Candidate Profile Education • Bachelor's Degree in Engineering (Electrical, Electronics, Mechanical, Instrumentation) or related discipline. • Certifications in Fire & Security Systems, Safety, or Project Management are preferred. Experience • 5-8 years of experience in Fire & Security Services, Building Technologies, Facility Management, or Service Operations. • Experience managing service controls, compliance, audits, and customer escalations. • Knowledge of Fire Detection & Alarm Systems, CCTV, Access Control, Intrusion Systems, PA Systems, and Fire Suppression Systems.