Location: Johannesburg, Gauteng
Job Type: Permanent
Closing Date: 05 January 2026
Reference Number: —
About Fidelity Services Group
Fidelity Services Group is one of South Africa’s leading integrated security solutions providers, delivering advanced guarding, surveillance, technology, and risk mitigation services nationwide. With innovation, reliability, and operational excellence at the core of its offering, Fidelity continues to set industry standards across both public and private sectors.
Position Overview
Fidelity Services Group is seeking an experienced and confident National Surveillance Control Room Manager to lead its National Control Room (NCRC) based at Head Office.
This senior leadership role is responsible for driving operational excellence across all national surveillance operations, embedding scalable processes, introducing advanced technologies (including AI-enabled systems), and ensuring consistent, high-quality service delivery to clients.
The role requires a calm, decisive leader who can balance hands-on operational oversight with strategic leadership in a high-pressure environment.
Key Responsibilities
Operational Leadership
- Lead and manage the national surveillance control room team.
- Ensure world-class CCTV, alarm monitoring, and analytics-based surveillance services.
- Maintain operational uptime, system readiness, and workflow efficiency.
- Manage escalated incidents and ensure professional resolution.
Process & Performance Management
- Develop, standardise, and implement national SOPs and operational frameworks.
- Build and sustain a resilient, high-performance operational culture.
- Drive continuous improvement initiatives to enhance efficiency and service delivery.
- Produce accurate, high-quality operational and performance reports.
Technology & Innovation
- Embed AI, automation, and analytics tools to reduce manual workload and improve response times.
- Support national product rollouts and new technology implementations.
- Optimise surveillance platforms and control room systems for scalability.
Stakeholder & Client Engagement
- Engage effectively with senior internal stakeholders and external clients.
- Conduct professional national control room demonstrations for prospective clients.
- Represent surveillance operations at leadership and client forums.
Minimum Requirements
- 3–5 years’ management or supervisory experience in a surveillance control room or similar operational environment.
- Strong working knowledge of CCTV monitoring and surveillance operations.
- Proven experience managing high-paced teams in 24/7 operational settings.
- Familiarity with surveillance platforms such as:
- DeepAlert
- Hikvision
- Dahua (DSS)
- Milestone
- Proof 360
- iSentry
- Syntell
- Excellent communication, analytical, and reporting skills.
Core Competencies
- Operational leadership and decision-making
- Incident and escalation management
- Process optimisation and standardisation
- Strategic thinking and execution
- Stakeholder relationship management
- Calm, mature, and accountable leadership style
- Innovation and continuous improvement mindset
Working Hours
- Standard hours: 07h00 – 16h00
- Availability required for urgent operational matters as needed.
Why Join Fidelity Services Group?
- Lead a nationally critical surveillance operation.
- Work with advanced security technology and AI-driven platforms.
- High-impact leadership role with strategic influence.
- Stable, respected employer within the South African security industry.
POPIA Compliance
All personal information submitted as part of the recruitment process will be processed in accordance with the Protection of Personal Information Act (POPIA) and used solely for recruitment and selection purposes.
How to Apply
Applications must be submitted via the official Fidelity Services Group careers platform.
Only shortlisted candidates will be contacted.
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