Senior Associate/ Assistant Manager, Service Delivery (SLS)

About Certis

We are a leading security services organisation. We put technology to work in making our world a safer place. Our mission is that as trusted partners, we protect lives and assets, and deliver integrated critical services. By empowering our people, our goal is to enable our communities to stay safe and thriving.

We offer a broad range of opportunities and career pathways for our people to grow and explore their potential. We believe that people, equipped with innovative thinking and technological capabilities will make our world safer, smarter and better.
 

Life at Certis

If you are a passionate individual looking for opportunities to expand your skills, and purposeful work instead of just a ‘job’, we would love to hear from you.

At Certis, no two days look alike. Our work calendars are filled with chances to collaborate with others, and bring new initiatives to life. Whether you’re looking to improve a process, or have an innovative idea awaiting a technology solve, we want you to bring your ideas to the table.

We are a close-knit team that looks out for each other, works hard to get the job done, and encourages each other to grow – the perfect place for you to grow your career!
 

Duties & Responsibilities

•    Coordinate with internal stakeholder to ensure optimization of resources.
•    Obtain a complete understanding of all customers' contractual agreements to drive the fulfilment of requests and services within the Service Level Agreements and to facilitate accurate financial forecasting.
•    Manage and communicate with key personnel on operational support.
•    Engaging the customers, internal stakeholders and/ or vendors to ensure smooth delivery of services.
•    Manages all escalations and complaints with appropriate priority and diligence.
•    Work closely with Sales/Account Managers to ensure timely renewal of contract.
•    Identify operational gaps and drive to ensure closure, both internally and externally.
•    Ensure planned activities are executed within the allocated budget.
•    Ensures the availability of parts to facilitate the scheduling and execution in timely manner.
•    Prepare and present the leads forecasting and resources capacity planning for deployment team.
•    Accountable for timely deliveries and tracking.
•    Responsible for driving segment business with emphasis on revenue and user growth.
•    Identify growth opportunities through market analysis and work closely with product development team and partners on new product to grab market share.
•    Develop end-to-end go to market plan on new product launches and maintaining the attractiveness of the existing product.
•    Monitor and maintain competitive benchmarks and market trends.
•    Present analysis and propose counter or upgrade measures to maintain competitiveness.

•    Oversee the product line’s life cycle and anticipate any problems after deployment.
•    Familiarize with the product line’s components and potential impact on the market as a whole.
 

Skills & Experience

•    Excellent technical, diagnostic, and troubleshooting skills
•    Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
•    Able to work as a team, develop and maintain respectful and trusting relationship
•    A background in Information Technology (IT), coding or related fields is highly advantageous and will be considered a plus

Recognition & Reward

What you can expect from us:

•    Work on world-class security projects renowned for their safety, reliability and efficiency
•    Commitment to your ongoing development, including on-the-job opportunities, formal programs and assistance with further education
•    Community volunteering opportunities
•    A competitive remuneration package, featuring performance-based incentives and a medical insurance and dental allowance.
 
Certis is committed to fostering an inclusive and diverse workforce culture, which is supported by our values. Our aim is to attract, develop and retain a truly diverse and high-performing workforce.