Operations Manager - Lodgic CSOC

Job Title: Operations Manager – Lodgic CSOC
Location: Johannesburg, South Africa
Reports To: Managing Director / Group Integrated Solutions Director
Department: Lodgic CSOC – Guarding & Technical CCTV Monitoring Division
Employment Type: Full-Time, Permanent

Role Summary:

We are seeking an experienced and driven Operations Manager to lead our Johannesburg-based Lodgic Cognitive Security Operations Centre (CSOC). This is a senior leadership position, responsible for the effective performance, compliance, and development of our guarding control room operations and CCTV monitoring services. The successful candidate will oversee a growing team of control room operators, supervisors, and technical CCTV personnel delivering integrated, technology-enabled security solutions for high-profile clients.

Key Responsibilities:

Operational Leadership:
• Manage all operational aspects of the Lodgic CSOC, ensuring effective control room and CCTV monitoring service delivery.
• Lead, coach and mentor team leaders and operators to deliver a high-performance, compliance-driven environment.
• Ensure full coverage of all contracted services, with appropriate shift planning and rota management.
• Drive operational standards, customer service, and adherence to agreed SLAs and KPIs.

Team & Performance Management:
• Manage and develop the CSOC team, including recruitment, training, shift structures, performance reviews, and succession planning.
• Ensure all staff are competent in use of monitoring platforms, incident response protocols, and escalation procedures.
• Lead investigations and reviews of major incidents, performance gaps, and client escalations.

Technology & Integration:
• Oversee the integration and operational use of advanced CCTV, video analytics, AI platforms, alarm response systems, and communication tools.
• Ensure systems are used efficiently to support proactive risk identification, incident verification, and incident reporting.
• Work closely with technical teams to ensure platforms are maintained, improved, and aligned with operational needs.

Client & Stakeholder Engagement:
• Act as a senior point of contact for client escalations, service reviews, and incident briefings.
• Participate in regular internal and external meetings, audits, and compliance checks.
• Deliver accurate reporting, dashboards, and insights to support clients’ security objectives.

Compliance & Quality:
• Ensure all operations meet relevant legal, industry, and company compliance requirements, including POPIA, PSIRA and client-specific protocols.
• Develop and maintain SOPs, risk assessments, incident logs, and service records.
• Lead readiness for audits and accreditation renewals.

Key Requirements:

Essential Experience:
• Minimum 5 years’ senior operational management experience in control room and CCTV monitoring environments.
• Proven experience in managing multi-shift control room operations.
• Strong understanding of guarding regulations, CCTV monitoring practices, and alarm/event management systems.
• Demonstrable experience in team leadership, operational planning, and service delivery optimisation.

Skills & Competencies:
• Leadership presence with strong people management and decision-making ability.
• Excellent communication and report writing skills.
• Strong understanding of monitoring technologies (e.g., Immix, Milestone, Hikvision, AI Video Analytics, etc.)
• High-level organisational, time management, and analytical skills.
• Technically aware with ability to collaborate with software and hardware teams.

Qualifications:
• Relevant diploma/degree in Security Management, Risk Management, or equivalent.
• PSIRA registration (Grade B or above) essential.
• Additional certifications in control room operations, CCTV technology, or risk management advantageous.

What We Offer:
• Competitive salary package aligned to experience and seniority.
• Provident fund and enhanced holiday allowance.
• Career development in a fast-growing, tech-enabled international security business.
• Exposure to international operations and career progression opportunities.

About Lodgic CSOC:
Lodgic CSOC is the technology and intelligence-driven operations arm of Lodge Service. Operating across the UK, Europe, and South Africa, we deliver cutting-edge CCTV and guarding control room solutions, integrating video, data, alarms, and AI analytics to provide proactive protection and enhanced situational awareness for our clients.