Workplace Service Delivery Associate Manager

Educational Qualifications: BE, BTECH, Bachelors degree

Experience Required:

• 10 to 15 years of relevant work experience.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• interact and negotiate effectively with people of diverse backgrounds
• Strong inter-personal and networking skills to interact in a friendly, emphatic, and professional manner.
• Self-motivated, solution and detail oriented with an ability to prioritize.
• Strategize & prioritize effectively to accomplish multiple tasks
• Analyse, propose and implement new process
• Problem solving in low voltage integrated security management systems
• Manage complex enterprise security management system
• Pre-sales & customer solutions engagement
• Ensure key deliverables for larger project portfolio
• Experience in leading a team, driving accountability, coaching and mentoring to achieve the desired goals
• Develop performance-driven and self-sustaining teams
• Strong decision-making ability during both crisis and non-crisis situations.
• Ability to multi-task and use various resources to proactively answer questions, identify problems, and perform activities to resolve issues.
• Able to work with confidential information.
• Able to work and communicate effectively with all levels of leadership.
• Ability to work in fast paced and changing environments.
• Project management & execution
• Key account management
• Meeting KRAs with continuous improvement and customer satisfaction
• Monitor and Improve the Standard Operation Procedure
• perform under pressure
• Financial management,
• Customer partnership,
• People relationships
• Recruit, training, development and retention of on-ground Staff.
• Developing and conducting executive level presentations

Desired Requirements:

• Higher education or certifications.
• Additional training or knowledge of physical security, crisis management, and team leadership.
• Experience and interest in project management involving physical security, technology, and strategy.
• Knowledge in Microsoft products (Word, Excel, PowerPoint, Outlook, Office 360, and SharePoint).

Technical knowledge:

• Access control system - C cure enterprise system
• CCTV system (Analogue and IPCCTV)
• Fire alarm & public address system
• Enterprise level Building management system
• Building management system JCI Metaysys
• Central command centre Qognify
• Video management system Qognify Nice vision, Vision hub

Job profile:

• Job type = Full time

• Staff to be managed = Manage the teams managing Northern & Southern Command Centres

• Operational & managerial:

• Delivery:
  • BAU:
    • Maintain strategic overview of DCC
    • Manage DCC on day to day basis without any issues
    • Assist Accenture Zonal Engineering lead Chief Engineer FM in managing DCC scope
    • Ensure alerts are addressed with timely action & incidents are closed with proper ticket & timely reporting
    • Monitor external environment & highlight key issues/crises
    • Consensus decision making, delegation, planning and co-ordination
    • Adhere DCCs KRAs, SLAs, targets, quality, budget & delivery
    • Develop and implement policies, standards and procedures
    • Ensure OHSAS guidelines and policies are carried out
    • Ensure DCC meets and maintains required ISO standards.
    • Ensure TPV services are delivered in accordance with contractual requirements and specifications.
    • Develop and maintain work breakdown schedules.
    • Manage all workflow documentation and reporting.
    • Develop full understanding of scope contract and impact across different departments projects areas within the preview of DCC
    • Provide technical direction and guidance.
    • Prioritize & set expectations on key deliverables.
    • Program manage overall command centre with highest standards and seamless communication.
  • Reporting:
    • Reports & Dash boards to be published as per defined frequency
    • Organize Monthly meetings with ZEL SDL Gap Leads for internal review of DCC and work with them to implement outcomes to enhance operational excellence
    • Organize Quarterly meetings with ZLs India Ops Lead India Gap Lead for internal review of DCC and seek guidance from them to improve client excellence
    • Actively lead participate in activities such as regular update meetings, ongoing communication, etc.
    • Report service breaks if any with RCA
  • Client mgt:
    • Set right client expectations and deliver
    • Work with leadership to inform the client of implications and potential actions required.
    • Accountable for client visits and ensure to address any queries related to DCC during client visits
    • Coordinate and direct projects, making detailed plans to accomplish goals and directing the integration of technical activities.
  • Risk Opportunities:
    • Identifying risks opportunities and support site ops team for business development as a situation expert
    • Continually seek to identify and minimize areas of risk.
    • Ensure proper switch over from North DCC to South & vice versa during BCP scenarios
  • Recommend:
    • Review and propose changes to engineering standards, policies, or details.
    • Review development plans for compliance with adopted engineering standards and good engineering practices.
    • Responsible for highlighting issue management procedures to the DCC team for implementation by the site ops team.
    • Proactively advise operation team on new issues/external environment and contribute to strategic planning meetings with internal stake holders
    • Make recommendations to management team on staffing, training and personal development
• Coordination:
  • Direct & indirect coordination with site level workplace operations team (WP Managers, Engineers & Security Team) & Third party IBMS Vendors
  • Ensure uptime of DCC by proper coordination with various team including ISA for uninterrupted network
  • Coordinate with CIO & tech teams to ensure zero downtime & upkeep of all system documentation & requirements
• System:
  • Ensure the overall system healthiness
  • System needs to be updated configured as & when required
  • Lias with vendor to configure DDC to ensure optimum delivery with minimum effort
  • Ensure up keep of all system documentations, configuration & upgrade requirement
• Team
  • Lead and constantly motivate team to full potential
  • Assist Operators in providing required support to run DCC
  • Assign responsibilities appropriately to team members position.
  • Maintain and improve team efficiency & engagement
  • Assign ownership and responsibility for projects to all members of the team.
  • Manage resourcing & training for team
  • Ensure each team members have clarity of their role and teams KRA & SOPs.
  • Interview identify and recommend right DCC operators with high calibre.
  • Provide guidance to all operators and subcontractors in engineering teams.
  • Conduct regular & timely performance review for all direct reports
• Innovation:
  • Generate new ideas & initiatives that optimise team & client performance & control cost.
  • Brainstorm to develop the strategic, creative direction of DCC
  • Explore & recommend opportunities to optimise DDC outcome
  • Provide consultation & support to setup future DDC