Hybrid Service Manager, Global Operations Platform

at Securitas Group

• Job title: Service Manager, Global Operations Platform
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Go
• Location requirements: Hybrid, Gurugram, India

About the role

• Service Manager ensuring the Global Operations Tool operates efficiently and meets business requirements. Key role in user support and collaboration with technical teams.

Responsibilities

• 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.

Benefits

• 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.