Service Manager (India, Gurugram)

Securitas Group

Securitas is a world-leading safety and security solutions partner that helps make your world a safer place. With nine decades of deep experience means we see what others miss. By leveraging technology in partnership with our clients, combined with an innovative, holistic approach, we’re transforming the security industry. With 341 000 employees in 44 markets, we see a different world and create sustainable value for our clients by protecting what matters most - their people and assets.

As the Service Manager for our Global Operations Tool, you will play a key role in ensuring the tool operates efficiently, meets business requirements, and evolves to support our global operations. This platform is essential for enabling our security teams to report events, share updates, and uphold the operational excellence that defines Securitas, while ensuring accurate capture of operational data to shape the security programs of tomorrow.

In this role, you will act as the key link between users, technical teams, and stakeholders-ensuring the tool remains user-friendly, reliable, and aligned with our business goals.

Responsibilities:

• Service Ownership: 
• Represent Global Clients in Service Manager alignment calls with other divisions, including sign-offs in Go-No go and CAB meetings.
• User Acceptance Testing: 
• Lead UAT testing for Global Clients including reporting bugs and join weekly cadence calls, both internal as with third part supplier.
• Continuous Improvement: 
• Coordinate initiatives to enhance the tool’s functionality, usability, and performance in close collaboration with BPO Operations and align with users, stakeholders and technical teams.
• Account configurations: 
• Manage/develop tools & processes for account (configuration) guidelines to ensure an efficient and easy way of working with account harmonization.
• Training and Communication: 
• Develop and deliver training materials, guides, and updates to ensure security teams understand how to use the tool effectively.
• Stakeholder Collaboration: 
• Work closely with global and regional teams, IT, and other departments to align the tool with Securitas’ strategic goals.
• Represent Global Clients in Service Manager alignment calls with other divisions, including sign-offs in Go-No go and CAB meetings.
• Lead UAT testing for Global Clients including reporting bugs and join weekly cadence calls, both internal as with third part supplier.
• Coordinate initiatives to enhance the tool’s functionality, usability, and performance in close collaboration with BPO Operations and align with users, stakeholders and technical teams.
• Manage/develop tools & processes for account (configuration) guidelines to ensure an efficient and easy way of working with account harmonization.
• Develop and deliver training materials, guides, and updates to ensure security teams understand how to use the tool effectively.
• Work closely with global and regional teams, IT, and other departments to align the tool with Securitas’ strategic goals.

Requirements:

• At least few years of relevant work experience.
• Proven ability to work independently while maintaining a structured and analytical approach to tasks. Strong communication and collaboration skills are essential.
• In-depth knowledge and hands-on experience with the Microsoft 365 suite, including PowerPoint, Excel, Access, SharePoint, Planner, and other related tools.
• Previous experience in project management, with a track record of successfully delivering projects on time and within scope.
• Background in service management roles, demonstrating an understanding of customer-focused service delivery.
• Ability to manage multiple priorities, projects, and stakeholders in a fast-paced environment. Flexibility to adapt to changing workflows and a proactive approach to identifying and implementing process improvements.

Nice To Have:

• Familiarity with statistical analysis tools, business intelligence (BI), artificial intelligence (AI), machine learning, or similar tools and models.
• Experience with reporting tools, particularly within the security industry, is a strong advantage.

Location:

Role is based in Securitas AMEA office in India, Gurugram. 

What We Offer?

• The chance to shape high-value proposals for a global market and play a key role in winning new business for the company.
• A dynamic, collaborative work environment focused on continuous improvement and knowledge sharing.
• Opportunities for professional growth and development.

At Securitas we believe in doing the right thing and doing it well. For our customers and our employees. Our employees come from all walks of life and bring with them a multitude of talents and perspectives. We aim for diverse representation throughout the company, and we are committed to equal pay, safe working conditions, gender balance and an inclusive work environment with a wide range of skills and development opportunities.

If it all sounds good to you, don’t hesitate to apply!