IT Service Manager

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Service Management & Delivery

• Act as the primary Service Manager for customers using security and access control solutions (e.g. secured entry/exit systems).

• Manage end-to-end service delivery for security applications, ensuring compliance with agreed SLAs, KPIs, and security protocols.

• Ensure service operations comply with security policies, access control procedures, and regulatory or compliance requirements (e.g. government, enterprise, critical infrastructure).

Incident, Problem & Change Management

• Coordinate incident, problem, and change management activities related to security systems such as access control, CCTV, and secure network connectivity.

• Serve as the main escalation point for security-related service incidents, ensuring timely restoration and effective customer communication.

• Lead Root Cause Analysis (RCA/RFO) for security-related incidents and drive corrective and preventive actions.

Stakeholder & Vendor Coordination

• Work closely with engineering teams, NOC, vendors, and facility/security teams to resolve issues related to secured site access and system availability.

• Support customer onboarding, regular service reviews, and continuous improvement initiatives, especially for customers operating in secured environments.

Service Level Management

• Conduct monthly service and network performance reviews, including:

  • Review of previous meeting minutes

  • Presentation of monthly network availability and performance reports

  • Development and review of improvement plans for prolonged outages, repeated faults, chronic issues, and no fault found cases

  • Recommendation of network or service enhancement initiatives

Service Improvement

• Continuously identify and implement opportunities to improve service quality, technical performance, and customer experience to enhance overall customer satisfaction

  JD Template - Service Manager U

Qualifications / Experience / Knowledge Required

Education & Qualifications

• Diploma or Degree in Computer Science, Engineering, or equivalent.

Work Experience

• 2-3 years experience in the telecommunications industry, preferably in operations and/or service delivery roles.

• Service management experience preferred.

• Exposure to service delivery for security systems or applications in enterprise or regulated environments is an advantage.

Technical / Professional Skills

• Knowledge of network protocols and WAN technologies, such as:

  • Network protocols: OSPF, BGP, etc.

  • WAN technologies: Leased Line, MPLS, VPN, Internet, Metro Ethernet, SD-WAN, NFV, Cloud, Security solutions.

• Experience in corporate telecommunications and networking.

• Understanding of operational challenges in access-controlled sites and restricted maintenance environments.