Security Manager – Facility Management Background

About the role

Horizon Operation & Management is seeking a Security Manager with a strong facility‑management background to lead its customer service function in Cairo. This full‑time, on‑site position focuses on delivering service excellence for clients, tenants, and stakeholders across large‑scale urban projects.

Key responsibilities

• Lead and develop the customer service team, ensuring high‑quality support for facility‑management operations.
• Oversee service requests, incident handling, and timely resolution of inquiries and complaints.
• Monitor performance metrics, analyse customer feedback, and drive continuous improvement aligned with KPIs and SLAs.
• Coordinate with operations, technical, and vendor teams to ensure seamless service delivery.
• Prepare regular performance reports and support the implementation of customer‑focused policies.

Required profile

• Proven experience in facility management, property management, or large‑scale urban operations, preferably in a customer‑facing leadership role.
• Strong analytical ability to interpret data, track indicators, and identify improvement opportunities.
• Excellent verbal and written communication skills with internal and external stakeholders.
• Bachelor’s degree in Business Administration, Facilities Management, Hospitality Management, or related field; advanced certifications are a plus.
• Ability to work effectively in a multicultural, fast‑paced environment on‑site in Cairo.

Required skills

• CRM systems
• Service management tools
• Microsoft Office
• Smart platforms (AI‑enabled systems are a plus)

What we offer

• Opportunity to work on high‑impact, giga‑scale urban projects.
• Professional development and leadership growth within a multinational joint‑venture.
• Collaborative, innovative work environment focused on sustainability and performance.