Service Head

JOB DESCRIPTION Operations & Service Manager – ELV Systems Industry: ELV System Integration | Electronic Security | IT Networking | Fire Alarm | Audio-Visual Systems

Department: Technical Operations, Projects & Services

Designation: Operations & Service Manager – ELV

Job Location: Zirakpur Punjab ( Projects in Himachal Pradesh, Haryana, Punjab, Jammu, Uttrakhand)

Experience: 5–10 Years (Minimum 2–3 Years in Team / Project Management)

Employment Type: Full-Time

Reporting To: Managing Director / Business Owner

Salary: As per experience, technical expertise and management capabilities

About the Company We are an established ELV and IT Infrastructure System Integration company providing design, supply, installation, testing, commissioning and maintenance of:

• IP CCTV Surveillance & Video Management Systems
• Fire Detection & Fire Alarm Systems
• Public Address & Voice Evacuation Systems
• Audio-Visual & Conference Room Solutions
• LAN, Structured Cabling, Networking & Wi-Fi Solutions
• Access Control & Biometric Systems
• Other ELV and IT Infrastructure Solutions

We execute projects and provide technical services for government organizations, PSUs, power plants, defence-related establishments, commercial and industrial customers.

Job ObjectiveWe are seeking a highly responsible, disciplined and result-oriented Operations & Service Manager who can independently manage technical operations, project execution, service complaints, AMC activities and field technicians.

The selected candidate will be responsible for establishing structured work processes, ensuring timely execution, maintaining service quality and improving overall team productivity.

The objective of this position is to make daily technical operations systematic, accountable and less dependent on the Managing Director's personal involvement.

• Key Roles & ResponsibilitiesA. Team Management & DisciplineIndependently manage, supervise and coordinate field engineers, technicians and helpers.
• Prepare daily and weekly manpower allocation plans.
• Ensure punctuality, attendance and timely deployment of technical staff.
• Assign clear responsibilities, deadlines and expected outcomes to each employee.
• Monitor employee productivity, work quality and task completion.
• Conduct daily work briefings and weekly performance reviews.
• Identify training needs and improve technical team performance.
• Ensure adherence to company policies, site safety requirements and professional discipline.
• Resolve routine operational issues independently within assigned authority.
• B. Project Planning & ExecutionPlan, organize and supervise ELV installation and commissioning projects.
• Manage CCTV, Fire Alarm, Networking, Wi-Fi, PA, AV and Access Control projects.
• Review project scope, BOQ, drawings, specifications and delivery timelines.
• Prepare project execution schedules, manpower plans and material requirements.
• Coordinate with customers, consultants, contractors and site representatives.
• Monitor daily site progress and ensure timely completion of milestones.
• Identify potential delays and implement corrective actions.
• Ensure installation quality, testing, commissioning and proper project handover.
• Maintain project documentation, site photographs, testing records and completion reports.
• Coordinate project closure and handover documentation with the accounts and management teams.
• Service & AMC ManagementIndependently manage customer service complaints, breakdown calls and AMC activities.
• Maintain a structured service ticket and complaint tracking system.
• Assign service calls to appropriate technicians based on priority, location and technical capability.
• Ensure timely customer response and resolution within agreed service levels.
• Plan preventive maintenance visits as per AMC schedules.
• Monitor pending complaints, repeat failures and unresolved technical issues.
• Coordinate spare parts, replacements and material requirements.
• Maintain service reports, customer acknowledgements and complaint closure records.
• Ensure customer satisfaction through timely communication and professional service.
• D. Operations Process & AutomationImplement and maintain a structured daily job allocation and tracking system.
• Introduce digital reporting using Google Sheets, Google Forms, CRM, service management software or similar tools.
• Ensure all technical staff regularly update assigned jobs, site progress and completion status.
• Maintain accurate records of pending jobs, ongoing projects, service complaints and AMC schedules.
• Prepare daily operations summaries and weekly performance reports.
• Develop standard operating procedures (SOPs) for installation, service, preventive maintenance and project handover.
• Identify opportunities to improve operational efficiency and reduce manual follow-ups.
• Establish an organized system that allows management to monitor operations through reports and dashboards.
• Material & Resource ManagementPrepare project-wise and service-wise material requirements in advance.
• Coordinate with procurement/accounts for timely availability of materials.
• Monitor material consumption, shortages and returns.
• Ensure proper utilization of tools, testing instruments and company resources.
• Maintain accountability for material issued to technicians and sites.
• Reduce avoidable repeat visits, unnecessary travel and material wastage.
• Customer & Stakeholder CoordinationAct as the primary operational contact for customers during project execution and service delivery.
• Coordinate site access, work permissions, shutdown requirements and customer schedules.
• Communicate project progress, service status and expected completion dates.
• Resolve routine customer concerns independently.
• Escalate significant commercial, contractual and technical issues to management.
• Maintain professional relationships with customer representatives, consultants and site teams.
• Reporting & Management AccountabilitySubmit daily manpower deployment and work progress reports.
• Maintain updated project schedules and service complaint registers.
• Prepare weekly pending-job, project-delay and AMC status reports.
• Track employee attendance, productivity and task completion.
• Identify operational risks and recommend corrective actions.
• Provide management with accurate information on project progress, resource requirements and customer issues.
• Take ownership of daily technical operations and ensure minimal routine intervention from the Managing Director.

Key Performance Indicators (KPIs)Performance will be evaluated on:

• Daily job planning and manpower allocation
• Technician attendance and punctuality
• On-time completion of projects and service jobs
• Service complaint response and resolution performance
• AMC preventive maintenance schedule compliance
• Project execution quality and customer satisfaction
• Reduction in pending jobs and repeat complaints
• Timely submission of daily and weekly reports
• Material planning and resource utilization
• Implementation and adoption of operational processes
• Ability to independently manage routine operations

Specific targets will be established after reviewing the company's workload, existing backlog and service commitments.

Required Qualifications & ExperienceEducational Qualification

Diploma / B.E. / B.Tech in Electronics, Electrical, Telecommunications, Computer Science, IT or a related technical field.

Experience Requirements

• 5–10 years of experience in ELV systems integration, technical service or project operations.
• At least 2–3 years of experience independently supervising field technicians or engineers.
• Experience handling multiple installation projects and service complaints simultaneously.
• Practical experience in CCTV, Fire Alarm, Networking, Wi-Fi, AV or similar ELV systems.
• Knowledge of project execution, commissioning, service management and preventive maintenance.
• Experience in government, PSU, industrial or large institutional projects preferred.
• Familiarity with Google Sheets, Excel, digital job tracking or service management software.
• Proven ability to implement processes, maintain reporting discipline and manage team performance.
• Essential Skills & CompetenciesStrong leadership and team management skills
• High level of ownership, punctuality and accountability
• Excellent planning, scheduling and organizational ability
• Independent decision-making and problem-solving
• Strong technical understanding of ELV systems
• Customer handling and professional communication
• Ability to manage multiple projects and service calls
• Knowledge of project documentation and reporting
• Effective manpower and resource utilization
• Ability to implement SOPs and operational improvements
• Willingness to travel to project and customer sites