Command Management Center Manager

ROLE OBJECTIVE

The Command Management Centre Manager is responsible for overseeing the Operations and Maintenance, and performance of cutting-edge IoT platforms/devices and smart infrastructure solutions, CCTV/Smart Access systems, Smart City and Smart Building platforms, and geospatial (GIS) infrastructures and managed IT services to clients.

Being a Networks Operations Manager, the goal is to ensure reliable service deliveries across the IoT platform/devices, CCTV/Smart Access systems, Smart City and Smart Building platforms, and geospatial (GIS) infrastructures. This includes managing service teams, ensuring compliance with SLAs, driving service improvements, and maintaining high levels of customer satisfaction.

RESPONSIBILITIES

Service Delivery Management

• Design and deliver support and service solutions in line with ITIL or industry best practices.
• Monitor team performance against SLAs and KPIs, driving improvements where needed.
• Ensure operational procedures are well-documented and consistently applied.

Team Leadership

• Lead and develop service delivery teams (e.g., 1st/2nd line support, service desk).
• Instill a high-performance culture focused on service excellence and accountability.
• Provide coaching, training, and performance feedback.

Customer & Stakeholder Engagement

• Act as a point of escalation for customer issues, including out-of-hours support.
• Maintain strong relationships with clients and internal stakeholders.
• Ensure seamless onboarding and transition of new customers into live service.

Process & Service Improvement

• Drive continual service improvement initiatives.
• Identify and implement changes to support new service offerings.
• Contribute to the development of new managed service solutions.

Documentation & Compliance

• Ensure up-to-date documentation exists for all service arrangements.
• Support audits and ensure compliance with internal and external standards.

Strategic Input

• Provide input into divisional strategy and service growth opportunities.
• Manage third-party suppliers and strategic partnerships.

JOB REQUIREMENTS:

• Bachelor's or Master’s degree in computer science, Information Technology, Electronics, or a related field.
• Relevant certifications in network operations and project management are a plus.
• 10+ years in a network operations centre.
• Previous roles in tech companies working on O&M networks and services, cross-functional teams (hardware, software, data, civic bodies)
• Excellent networks/platforms management and organizational capabilities.
• stakeholder communication skills.
• Ability to lead/build technical operations for large-scale platform rollouts.
• Agile/Scrum familiarity.
• Comfortable with on-site acceptance and client engagements, possibly with government or municipal bodies
• Exceptional communication and relationship-building skills.
• Customer Satisfaction.
• Solution Quality: Alignment of delivered solutions with client expectations.
• Service Levels accountabilities