Service Manager

Job Description: Service Manager

The Service Manager oversees the full operations of the Service Department, ensuring high‑quality service delivery, customer satisfaction, and continuous improvement across all security and communication system services. This role requires strong leadership, strategic planning capability, and technical oversight to drive operational excellence and business growth.

1. Roles & Responsibilities
A. Strategic & Departmental Management
. Develop medium- to long-term strategies for the Service Department to enhance efficiency, profitability, and competitiveness.
. Review and optimise service workflows, processes, and standard operating procedures.
. Analyse industry trends and recommend improvements to maintain competitive service offerings.
. Oversee service budget planning, cost control, and resource allocation.
. Identify opportunities for new service packages, value-added services, or digital enhancements.

B. Operations & Performance Management
. Establish KPIs for service performance and monitor departmental achievement against targets.
. Ensure adherence to SLAs, contractual obligations, and company policies.
. Oversee escalated service cases and ensure proper resolution.
. Approve service plans, preventive maintenance schedules, and improvement actions.

C. Leadership & Team Management

. Lead and manage service teams including Assistant Service Manager, engineers, technicians, and maintenance sales personnel.
. Drive team performance through reviews, coaching, and competency development.
. Oversee manpower planning, job assignment, and succession planning.
. Conduct regular meetings with core team members to align goals and progress.

D. Customer Relationship & Stakeholder Management

. Act as the senior point of contact for key clients, managing agents, and council representatives.
. Oversee escalations, major incidents, and service failures.
. Conduct strategic client reviews to assess satisfaction and improvement areas.
. Strengthen long-term customer relationships to support account retention and growth.

E. Technical Oversight & Problem-Solving
. Provide high-level technical guidance on complex system issues across Intercom, CCTV, Access Control, Alarm Systems, and Carpark Systems.
. Work with Technical teams to analyse recurring faults and propose corrective actions.

F. Contract & Commercial Management
. Oversee maintenance contract renewals, service proposals, and pricing structures.
. Support sales in developing competitive service quotations and tenders.
. Monitor revenue performance and ensure Service Department meets targets.

G. Reporting, Documentation & Continuous Improvement
. Present service reports, operational analyses, and improvement recommendations to management.
. Track service trends and customer feedback to identify improvement areas.
. Lead digitalisation and system improvement initiatives.

H. Safety & Compliance
. Ensure service activities comply with regulatory requirements, safety standards, and internal policies.
. Oversee safety briefings, risk assessments, and compliance audits.

2. Requirements

Education
. Diploma or Degree in Engineering, Electronics, Information Technology or related field.

Experience
. Minimum 5-8 years of experience in service operations or technical support, preferably in security systems.
. At least 2-3 years of experience in a managerial or supervisory role.

Technical Knowledge
. Knowledge of security systems such as CCTV Systems, Access Control Systems, Intercom Systems, Alarm Systems, and Carpark Systems.
. Understanding of maintenance service contract & operations and SLA management.

Skills
. Strong leadership and team management skills.
. Good problem-solving and decision-making ability.
. Excellent communication and interpersonal skills.
. Good planning and organizational skills.
. Ability to handle customer escalations and high-pressure situations.

Other Requirements
. Proficient in Microsoft Office applications.
. Ability to prepare reports and documentation.
. Customer-oriented mindset with strong service commitment.