IT & Programming / Project Management

Service Manager Permanent

Position Purpose

Plan and coordinate security system service issues. Works with other systems and facilities, voice & network professionals as required to coordinate efforts, and resolve cross-team issues. May provide consultation to users in the area of automated systems. May also lead cross-functional linked teams to address business or systems issues.

Job functions:

  • Reports all security system maintenance related issues across all facilities in JAPAC.
  • Provide security system maintenance budget for every financial year with proper assessment and validation.
  • Ensure proper utilization of OpEx approved budget and keep track on it.
  • Resolve service requests submitted by SOC or any other LOB, attend the issue with minimum downtime and ensure all devices are operational.
  • Raise SR with service provider in case issue is not resolved and follow-up till SR is closed.
  • Raising SRs with service provider, spare parts from OpEx budget, coordination with service provider, invoices, etc.
  • Update service database regularly with all necessary details.
  • Validate invoices received from service providers against SR raised.
  • Ensure validated invoice is processed for all services and spare parts and exclude warranty calls, open service requests, etc.
  • Check invoices submitted by vendor for any spare parts or upgrade, validate it against DC/quotation.
  • Ensure proper switch OFF and ON of all security system devices during the scheduled electrical power outage. Raise SR with service provider if necessary.
  • Maintain inventory of all security system spare parts and submit report every month.
  • Achieves customer service objectives
  • Meets customer service financial objectives
  • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. 
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Accomplishes information systems and organization mission by completing related results as needed.
  • Protect a company's assets and people from invasion and harm.
  • Support Global Operational Center JAPAC 24/7

Job requirements:

  • Travelling required in JAPAC region
  • Requires experience with Microsoft operating systems (WIN7, WIN10, XP, Server 2003,2008 & 2013)
  • Good understanding of IT networks - LAN/WAN, Intranet/Internet, Firewalls
  • Candidates for this position must have a strong security systems background & working knowledge of variety of Physical Access Control & CCTV Systems
  • Strong organizational & clear communication skills are absolutely required
  • Individuals in this position must be self-motivated requiring little or no direct supervision
  • They must demonstrate strong multitasking ability to manage multiple different tasks
  • Outstanding interpersonal and customer service skills
  • Working knowledge of Lenel OnGuard is desirable.
  • Knowledge in installation of Lenel applications.
  • Good knowledge of HID Card Readers, Dell Servers, IP Cameras, Analog Cameras, PTZ Cameras, All Lenel Hardware (LNL3300, LNL1320, LNL1100, LNL1200, etc.), All Access Door Hardware, etc.
  • Working Knowledge Of Word Processing & Excel Spreadsheet Skills Are Absolutely Required


  • Preferred Job Start Date 25 Feb 2020
  • Preferred Location: Singapore
  • Budget $ 4,500.00 - $ 6,000.00
  • Posted 25 Feb 2020
  • Posting End Date 25 Apr 2020
  • Posted By Faith
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