Manager, Project Management, Install & Service
Job title: Manager, Project Management, Install & Service in Chicago, IL at Kastle Systems
Company: Kastle Systems
Job description: Overview:Join the leader in providing smarter solutions for a safer world.Kastle is the nation’s leading provider of Managed Security Services. Our customers depend on us every day and include the who’s who of commercial real estate, distinguished global retail brands, leading commercial enterprises and critical government facilities. We are committed to providing a ‘Wow’ customer experience and we continually invest in the next big ideas to shape and transform our industry. We are proud to say that our people are the industry’s best and we work hard to create a culture that provides a compelling career for talented individualsOverview:The Manager of Project Management, Install, and Service leads the planning, execution, and delivery of installation and service projects for access control, video surveillance, and visitor management systems. This role manages a high-performing team of project managers, field technicians, and service professionals to ensure on-time, on-budget delivery of customer-centric solutions. The position plays a pivotal role in shaping operations in a fast-paced, real estate-driven environment, while building strong cross-functional relationships and driving continuous improvement.Responsibilities:Leadership & Team Management· Lead and manage teams across project management, installation, and service, including hiring, training, performance management, and coaching.· Set and track KPIs for project completion, service responsiveness, and customer satisfaction.· Foster a culture of accountability, safety, collaboration, and quality execution.Project Management & Execution· Own the project lifecycle from planning through closeout, ensuring alignment with scope, budget, timeline, and quality standards.· Provide hands-on support to Project Managers to navigate real estate and metro-area site complexities, delays, and change orders.· Champion standard project management methodologies to ensure consistency and operational excellence.· Serve as a key participant in pre-sales planning to assess feasibility and resource allocation.Installation Oversight· Coordinate internal teams and subcontractors to execute installations that meet technical and operational standards.· Enforce installation best practices (e.g., wiring, device mounting, documentation, labeling).· Develop and continuously improve standard operating procedures for field execution.Service & Support Operations· Oversee the service ticketing system, technician dispatching, and SLA adherence.· Act as an escalation point for service issues and ensure timely resolution.· Identify recurring service trends and work cross-functionally with engineering and product to drive systemic solutions.Cross-Functional Collaboration· Partner with Sales, Engineering, and Product to ensure project scopes are clear and deliverable.· Collaborate with Finance and Operations on forecasting, revenue recognition, and margin protection.· Liaise with Procurement and Inventory teams only as needed to provide input on installation/service requests and ensure field readiness (not responsible for inventory management).Client Engagement· Serve as the face of the company for clients during install and service projects.· Develop strong relationships with property managers, developers, and general contractors.· Represent Kastle with professionalism and a solutions-first mindset.Process & Continuous Improvement· Drive improvements in workflows, tools, and systems based on data and team feedback.· Lead post-project reviews and root-cause analyses to improve service reliability and customer experience.· Leverage data insights to propose scalable strategies that improve efficiency and customer satisfaction.Qualifications:Requirements (Education, Experience, Knowledge, Skills, and Abilities)· 5–10 years of management experience in installation, service, or project delivery (union management experience preferred).· Strong knowledge of access control, video surveillance, and security systems.· Demonstrated project management expertise and experience leading cross-functional teams in technical environments.· Proficient in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).· Bachelor’s Degree required; PMP certification a plus.· Ability to thrive in a high-pressure, client-facing environment with shifting priorities.· Excellent communication and organizational skills, with the ability to engage diverse teams.· Valid driver’s license with a satisfactory driving record.· Willingness to support operations during evenings, weekends, or on-call as needed.Work Environment:
- Open floor plans with ambient noise and activity consistent with office or call center work
- Active construction sites and new locations
- Travel by automobile, plane and other modes of public transportation