Kyle Groenewald

Seasoned Senior Manager with extensive experience leading national control room operations, security, CCTV and alarm monitoring, including technical support services. With oversight in service excellence, workforce management, and incident response while maintaining strict compliance with industry standards. Adept at driving operational efficiency, optimising performance metrics, and fostering client relationships that ensure sustained business growth.

Head of department – National operations centre - Vusela Risk Services - Pretoria, South Africa

(2023-09)

Strategic leader responsible for the overall management and performance of the National Operations Centre. Oversee all control room, Technical service desk, and workforce operations to ensure service excellence, regulatory compliance, and client satisfaction within the banking sector. Manage administration, human resources, assets, and budgets within the business unit to drive cost efficiency and operational growth.

• Lead 24/7 control room and service desk operations ensuring adherence to SLAs, SOPs, and client contracts.
• Direct human resource functions including recruitment, scheduling, performance evaluation, and staff development. Oversee financial and operational budgets, implementing cost-saving and productivity strategies.
• Maintain client relationships through timely communication, incident escalation management, and accurate reporting.
• Ensure compliance with POPIA, PSIRA, safety, and company regulations across all activities.
• Ensure that the NOC centre structure adheres and remains in place with the ISO 9001 QMS
• Manage reporting cycles, operational metrics, and performance analysis for internal and client use.
• Supervise equipment, assets, logistics, and system integrity to ensure optimal up time and service continuity.
• Coordinate training, induction, and competency development in partnership with HR and technical teams.
• Drive continuous improvement initiatives, quality assurance, and operational innovation.

Senior Control Room Manager - Stallion Electronics - Johannesburg, South Africa

(2022-11 - 2023-09)

• Lead the national control room operations, ensuring seamless 24/7 functionality and adherence to SLAs.
• Supervised a large scale control room
• Drive incident management, escalation procedures, and ensure compliance with operational policies.
• Oversee workforce planning, scheduling, leave, and performance management.
• Deliver analytical reporting on performance metrics, incident trends, and SLA performance.
• Maintain system health and ensure data integrity for surveillance and monitoring platforms.
• Collaborate with Area and Key Account Managers to improve service delivery and client satisfaction.

Control Room & Technical Manager - Trinity Protection Services - Boksburg, Gauteng, South Africa

(2021-08 - 2022-11)

• Managed control room operations and technical support functions, overseeing 13 operators and 3 supervisors.
• Spearheaded training, scheduling, and SOP implementation to ensure optimal workforce performance.
• Oversaw budgeting and asset maintenance while leading project management for new installations.
• Provided 1st–3rd tier technical support on alarm and camera systems, ensuring rapid issue resolution.
• Ensured POPIA compliance and implemented digital data management systems for all client records.

CCTV Control Room Manager - Stallion Electronics - Johannesburg, Gauteng, South Africa

(2017-07 - 2021-07)

• Managed offsite monitoring teams and supervisors, driving SLA compliance and operational efficiency.
• Developed SOP frameworks and ensured adherence across national client bases.
• Conducted incident investigations and reporting with focus on root cause analysis and preventative action.
• Maintained multiple surveillance brands and platforms, ensuring optimal performance and uptime.

Senior Control Room Technical Manager - Keystone - Kempton Park, Gauteng, South Africa

(2013-08 - 2017-02)

Promoted from Control room Supervisor, to Control room Manager, to Senior Technical Manager

• Managed on-site and off-site surveillance operations across multiple industries including retail, mining, and education.
• Provided technical support for network and server systems, ensuring uptime and operational resilience.
• Recruited, trained, and evaluated staff performance to maintain high service standards.
• Oversaw POPIA compliance and developed secure intranet data management protocols.

Control room operator to shift supervisor - CMS - Benoni

(2010 - 2013)

Promoted control room operator to shift supervisor

Shift supervisor and Junior safety officer - EIP security - Springs

(2009 - 2010)

Control room operator to senior supervisor - S.A security alarms - Springs

(2005 - 2009)

Promoted Control room operator to senior supervisor

CCTV control room operator - G4S - Witbank

(2003 - 2005)

Security officer to site supervisor - Golden owl security - Witbank

(2000 - 2003)

Promoted security officer to site supervisor

Grade 9 - Dr Johan Jurgens High School (2000)