Assistant Manager-Service

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.