Job Summary:
We are looking for an experienced and dynamic Assistant – Service Delivery to lead our service (Includes Implementation & After Installation support) operations across Physical Security Systems (CCTV, Access Control, IP PA, Fire Alarm), Structured Cabling (Copper/Fiber), and IT Infrastructure (Networking, Server, Wifi, EPABX ). The ideal candidate will be responsible for end-to-end service execution, team management, customer satisfaction, Weekly Reviews, Planning and continuous improvement in service quality.
Key Responsibilities:
- Manage day-to-day service calls operations for Physical Security, Structured Cabling, and IT Infra domains with help of coordinators & TL’s.
- Lead a team of 20+ service engineers/technicians, ensuring efficient task allocation, productivity, and adherence to SLAs.
- Ensure successful Team planning, execution of installation, preventive maintenance, and break-fix services for various client sites.
- Monitor project timelines, material availability, manpower planning, team management and client coordination.
- Handle escalations and ensure timely resolution of technical or operational issues.
- Maintain and track service KPIs, client satisfaction metrics, and generate MIS reports regularly.
- Conduct periodic reviews, site audits, and team briefings to maintain service standards.
- Liaise with internal teams (Sales, Procurement, Projects) for smooth coordination and resource planning.
- Train and upskill team members on new technologies, safety practices, and service protocols.
- Ensure compliance with industry standards, company SOPs, and customer-specific requirements.
Expertise Required:
- Understanding of ELV Systems (CCTV, Access Control, Fire Alarm, Public Address, etc.), Structured Cabling (Copper & Fiber) and networking topologies
- Familiarity with IT infrastructure components – routers, switches, racks, patch panels, etc.
- Knowledge of ITSM, ticketing tools, and SLA tracking systems
- Have knowledge on how to achieve client satisfaction level
- Take immediate action whenever required in favor of company & customer
- Ability to take right decisions keeping client satisfaction & company benefit in mind
Required Skills & Qualifications:
- Minimum 5 years of experience in service delivery within Physical Security, Cabling, or IT Infra domains
- Experience in leading large field/onsite teams (20+ members) across multiple sites or regions
- Strong leadership, communication, and customer-handling skills
- Problem-solving ability with a sense of urgency and ownership
- Graduate with IT technical background
Preferred Experience:
- Worked with enterprise clients or large government projects
- Experience with AMC, warranty management, and service renewals
- Exposure to ISO standards, safety protocols, and compliance practices
