National Surveillance Control Room Manager at Fidelity Services Group

• 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.

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.

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.