Quality Service Manager jobs

JOB ADVERT – National Surveillance Control Room Manager

Location: Head Office (National Control Room) Reporting to: Surveillance General Manager Role Level: National Leadership

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Lead the Future of Surveillance Operations

We are looking for a National Surveillance Control Room Manager to lead our high-performance National Control Room (NCRC). This is a critical leadership role responsible for driving operational excellence, building strong processes, adopting new technologies (including AI tools), and ensuring exceptional service delivery across all surveillance operations.

If you thrive in a fast-paced environment, have a calm and mature leadership style, and can balance hands-on operational control with strategic oversight, this role is for you.

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Key Responsibilities

• Lead and manage the national surveillance control room team.
• Ensure world-class delivery of CCTV, alarm and analytics-based monitoring.
• Build and maintain a resilient, high-performance operational culture.
• Develop and standardize SOPs and processes for scalable service delivery.
• Embed AI and automation tools to enhance efficiency and reduce manual workload.
• Oversee system readiness, operational uptime, and workflow optimization.
• Engage with senior internal stakeholders and external clients.
• Provide high-quality reporting and manage escalated incidents.
• Conduct professional control room demonstrations for potential clients.
• Support national product rollouts and new technology implementations.

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What We’re Looking For

• 3–5 years management/supervisory experience in a surveillance control room or similar environment.
• Strong operational understanding of CCTV monitoring and surveillance fundamentals.
• Experience managing high-paced teams and building strong operational processes.
• Familiarity with platforms such as DeepAlert, Hikvision, Dahua (DSS), Milestone, Proof 360, iSentry, and Syntel.
• Excellent communication, analytical, and reporting skills.
• Calm, mature, accountable leadership demeanor.
• Passion for innovation, automation, and continuous improvement.

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Why This Role Matters

You will shape the future of our national surveillance operations—driving efficiency, elevating service standards, adopting new technologies, and building a culture that thrives under pressure. Your leadership will directly impact client satisfaction, operational stability, and the scalability of our surveillance services.

Working Hours

Standard: 07h00 – 16h00, with availability for urgent operational matters.