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About the Role

The Service Delivery Coordinator is responsible for coordinating and supporting the delivery of CCTV, access control, alarm, and Electronic Article Surveillance (EAS) break/fix services. This role provides operational and account support across national customers, combining service coordination, quoting, escalation management, and stakeholder and supplier engagement to maintain service quality and financial performance.

Responsibilities

Coordinates daily interactions with customers, vendors, and internal teams
Manages high-quality communications to support service delivery
Applies technical and industry knowledge to resolve issues and maintain workflow continuity
Uses experience to support decision-making and issue resolution
Acts as a central escalation point for service issues
Maintains structured workflows to manage service activity and customer requirements
Works across Account Managers, Finance, Operations, and Service Partners to resolve service delivery issues, billing discrepancies, and purchase order and payment delays
Reviews and processes quotes for service works and small projects
Supports revenue and margin outcomes through accurate and timely quoting
Applies technical and industry knowledge to ensure value for money and transparency from service partners
Maintains customer confidence through timely resolution and communication
Acts as a key contact for service-related queries and issue resolution
Provides coverage for Account Managers during leave or absence
Collaborates with internal teams on service delivery and reporting
Ensures alignment between customer requirements and internal execution

Requirements

In-depth knowledge of EAS, CCTV, access control, and alarm systems
Familiarity with industry standards and regulations related to security systems
Skills in setting KPIs, monitoring performance, and implementing improvement strategies
Strong ability to build relationships with clients, subcontractors, and team members
Capability to handle emergencies and unexpected challenges effectively and calmly
Minimum of 5 years in service delivery management in the security sector
Proven track record in the service/ break-fix environment and coordinating third-party relationships
High level of expertise in MS Office software including Outlook, Word and Excel
Experience in a range of service management platforms

Skills

EAS
CCTV
Access control
Alarm systems
Performance Management
Interpersonal Skills
Crisis Management
MS Office
Outlook
Word
Excel
Service management platforms

Experience Level

Minimum of 5 years in service delivery management

Education Level

Security License
Relevant industry certifications
Relevant technology or software certifications
Certifications related to specific security technologies (e.g., CCTV installation, access control systems)

Salary/Compensations

Competitive salary

Benefits

Ongoing training and development
Exposure to industry-leading technology
Supportive team culture
Long-term career growth in a global organisation

About the Company

Johnson Controls is a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization.
Sensormatic Solutions has defined the Retail Loss Prevention industry globally for decades, operating in over 80+ countries and serving top retailers worldwide.
Johnson Controls enhances the intelligence of buildings through a full range of systems and digital solutions, making them safer, more comfortable, more efficient, and more sustainable.
The company has been making buildings smarter since 1885 and offers the world’s largest portfolio of building products, technologies, software, and services.