IT Service Manager

• 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).

• 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.

• 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.

• 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

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

Skills for Success:

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