Command Centre Operations Manager

Introduction

Command Centre Operations Manager

Location: KwaZulu-Natal (KZN)

Company: Excellerate Services

About the role

Excellerate Services is seeking an experienced and forward-thinking Command Centre

Operations Manager to lead the effective operation and continuous improvement of a

technology-enabled, 24/7 Command Centre.

This role extends beyond traditional control room management, combining operational

leadership with technology, data analytics, workforce optimisation and process

improvement to enhance service delivery and productivity.

The successful candidate will take ownership of day-to-day operations, identify and resolve

operational inefficiencies, and drive practical improvements through technology, automation

and effective resource management. They must be proactive, adaptable, analytical and

comfortable challenging established processes to achieve better operational outcomes.

This is a hands-on leadership role requiring a balance of operational expertise, technological

awareness and strong people-management capability.

Duties & Responsibilities

What you will be doing

• Manage day-to-day Command Centre operations, ensuring consistent service

delivery and achievement of agreed service levels and key performance indicators

(KPIs).

• Lead and develop Command Centre operators, supervisors and operational support

teams across a 24/7 shift-based environment.

• Oversee workforce planning, rostering, attendance, deployments, leave, overtime

and resource utilisation to ensure optimal staffing and productivity.

• Identify staffing gaps, operational exceptions and service-delivery risks, taking

accountability for appropriate corrective action and timely resolution.

• Oversee incident management, escalation, investigation, reporting and closure within

required timeframes.

• Manage remote monitoring activities, including CCTV, alarm, patrol and other

technology-enabled monitoring solutions.

• Analyse operational performance, identify recurring issues and root causes, and

implement sustainable corrective and preventative measures.

• Develop, implement and maintain SOPs, ensuring consistent operational practices

and compliance with established standards.

• Work closely with operational management and other stakeholders to resolve

challenges, improve coordination and drive accountability across the business.

• Recruit, train, coach and evaluate Command Centre personnel, fostering a culture of

performance, continuous learning and operational discipline.

• Manage employee performance and disciplinary matters in collaboration with HR, in

accordance with company policies and applicable legislation.

• Ensure compliance with governance, health and safety, quality and operational

requirements.

Desired Experience & Qualification

What you will bring

Minimum Requirements

• Matric (Grade 12).

• Approximately 5–8 years of relevant operational experience, including at least 3

years in a management or senior supervisory role.

• Experience within security, facilities management, logistics, fleet management,

emergency response, telecommunications, monitoring centres or another highvolume

24/7 operational environment.

• Proven experience managing teams across multiple shifts, including workforce

planning, rostering, attendance, deployments and resource utilisation.

• Experience in incident management, operational escalation, service-level monitoring

and performance reporting.

• Exposure to technology-enabled operational environments, including CCTV, alarm

monitoring, tracking, access control or workforce-management systems.

• Experience developing, implementing and maintaining Standard Operating

Procedures (SOPs).

• Relevant operational, security, risk, business management or related qualifications

will be advantageous.

Additional demonstrable requirements

• Strong analytical and problem-solving skills, with the ability to identify root causes,

analyse trends and drive issues through to resolution.

• An adaptable, self-driven approach, with the ability to learn new systems and

technologies independently.

• Excellent planning, organisational and resource-management skills.

• Strong written and verbal communication skills, with the ability to engage effectively

with operational teams and senior stakeholders.

• High attention to detail and a disciplined approach to reporting, governance and

compliance.

• The ability to remain calm, exercise sound judgement and lead effectively in a fastpaced,

high-pressure environment.

• Exposure to technology-enabled operational environments, including CCTV, alarm

monitoring, tracking, access control or workforce-management systems.

• Experience developing, implementing and maintaining Standard Operating

Procedures (SOPs).

• Relevant operational, security, risk, business management or related qualifications

will be advantageous.

Additional demonstrable requirements

• Strong analytical and problem-solving skills, with the ability to identify root causes,

analyse trends and drive issues through to resolution.

• An adaptable, self-driven approach, with the ability to learn new systems and

technologies independently.

• Excellent planning, organisational and resource-management skills.

• Strong written and verbal communication skills, with the ability to engage effectively

with operational teams and senior stakeholders.

• High attention to detail and a disciplined approach to reporting, governance and

compliance.

• The ability to remain calm, exercise sound judgement and lead effectively in a fastpaced,

high-pressure environment.

Interested?

Important Information

As per Excellerate Services' Recruitment and Selection Policy, all applicable internal

recruitment and employment equity procedures will apply. The Company is committed to

promoting internal talent and reserves the right to seek external candidates should no

suitable internal applications be received.

Excellerate Services is committed to diversity and equitable representation in its workforce.

Preference may be given to suitably qualified candidates in accordance with the Company's

Employment Equity Plan. Persons with disabilities are encouraged to apply.

How to apply: https://excellerateservices.simplify.hr/vacancy/pqvz5k

If you are not contacted as a shortlisted candidate within two weeks of the closing date,

please consider your application unsuccessful.