Armed Response Manager

SUMMARY:
A vacancy exists for an Armed Response Manager in the Critical Infrastructure Division based in Centurion.

POSITION INFO:
The suitable candidate’s main responsibilities and duties include, but are not limited to, the following:

Vendor Management

• Serve as the primary point of daily communication with the two main armed response vendors.

• Monitor vendor performance and ensure adherence to the Service Level Agreement (SLA).

• Review Key Performance Indicators (KPIs) daily and address any deviations immediately with vendors.

• Ensure all vendor-related updates, changes, or escalations are actioned and communicated to senior management.

• Maintain and update the daily response tracker, ensuring data accuracy and real-time visibility for management.

• Analyse daily performance data to identify trends, recurring issues, or operational risks.

• Compile and submit weekly performance reports to Operations Managers, including insights and recommended operational adjustments.

• Conduct monthly penalty reviews based on vendor performance; finalize and sign off penalty documentation for Finance.

• Ensure all contracted response times, distances, and minimum service levels (MSL) are continuously met by vendors.

• Manage and coordinate any proposed changes to MSL, response times, or operational distances with senior management.

• Hold vendors accountable to contractual obligations and escalate non-compliance as needed.

• Conduct daily engagement with Operations Managers to align operational priorities and ensure KPI targets are met.

• Collaborate closely with internal teams to improve response quality, resolve operational bottlenecks, and enhance service delivery.

• Oversee the monitoring of alarm responses, ensuring timely reaction and service effectiveness.

• Track response events and identify overactive alarm sites.

• Ensure all false alarms or technical-related issues are reported promptly to the Technical Department for corrective action.

• Maintain an updated log of alarm-related technical escalations and follow up until resolution.

• Provide leadership and oversight of the armed response function across the business.

• Ensure smooth coordination between vendors, operations, technical teams, and senior management.

• Maintain high standards of security service delivery and uphold compliance with company policies and industry regulations.

• Engage with both armed response vendors to confirm operational readiness.

• Review previous day’s incidents and unresolved issues.

• Assess vendor KPI performance (response times, event quality, service compliance).

• Document variances and take corrective action where needed.

• Capture all response events, performance metrics, and incidents.

• Ensure tracker is accurate and accessible to management.

• Meet or communicate with Operations Managers to align daily activities.

• Raise any concerns affecting KPI performance or operational effectiveness.

• Monitor active responses in real time.

• Identify false alarms or repeated signals and escalate to Technical.

• Consolidate all response data into weekly summaries.

• Highlight patterns, risk areas, and vendor performance issues.

• Submit weekly performance data to Operations Managers.

• Provide recommendations for operational alignment.

• Hold weekly sessions with vendors to review performance and action improvements.

• Review vendor performance for the month against SLA obligations.

• Calculate and verify penalties, obtain sign-off, and submit to Finance.

• Attend or present monthly performance findings to senior management.

• Discuss required changes to MSL, response times, or distances.

• Conduct a monthly compliance review and ensure documentation is up to date.

• Document any proposed changes to MSL, response distances, or response times.

• Obtain necessary approvals from senior management.

• Communicate approved changes to vendors and ensure implementation.

• Update internal documentation and trackers accordingly.

• Immediate escalation to senior management for critical vendor non-compliance.

• Escalate repeated or unresolved technical issues to the Technical Department.

• Log all escalations and track until resolution.

• PSIRA certification – Grade A

• Grade 12 or equivalent qualification

• Minimum 5 years’ operational management experience/exposure

• Good Labour Relations skills

• Excellent written & verbal communication skills

• A working knowledge of MS Office (Word, Excel, Outlook, Google Earth)

• Bilingual (English and any other South African language)

• Good interpersonal and customer relations

• Ability to work independently and under pressure

• Willing to work extensive hours as and when required

• Willing to work after hours and be on standby

• Clean disciplinary, criminal and credit record

• Code 08 Drivers license and own reliable transport

• Experience of implementing Quality Management Standards

• The ability to manage and deliver projects, draft and implement policies and influence senior stakeholders

• Experience of working with control room systems

• Analytical and quality focused – able to produce accurate management information

• Excellent presentation and IT skills are required

• Target and KPI focused yet able to deliver whilst maintaining employee engagement

• Excellent people and performance management skills: motivate, coach, develop, inspire and ability to identify training needs

• Experience of successfully leading teams to constantly achieve company objectives

• The ability to communicate with all levels, from senior management to operational staff

• Firearm competency

• Strong analytical and incident management ability

• Excellent communication and client liaison skills

• Tactical deployment coordination experience

• Proficient in operational reporting and data analysis

• Strong leadership and decision-making ability

• High level of integrity and accountability

• Analytical thinker with strong attention to detail

• Excellent communicator and collaborator

• Results-driven with a focus on compliance and performance

• Able to operate effectively under pressure and in dynamic environments