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Marc Kelfkens

@marckelfkens

Operations Manager at STS Tactical and Anti-Hijacking who ran a 24/7 control room and retained 12 clients through its sale.

South Africa

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What I'm looking for

I'm seeking an operations manager, service delivery manager or general manager role.

At STS Tactical and Anti-Hijacking, I founded and ran a multi-site security operations business serving 14 clients across 15 sites. I owned P&L, budgeting and pricing, and retained 12 clients through the business’s sale.

I built and staffed a 24/7 control room integrating CCTV, alarm monitoring and vehicle tracking. I also developed site-specific SOPs and coordinated incidents with SAPS and tracking providers, including the recovery of a hijacked truck within 32 minutes.

At Smart Office Connexion, I managed service delivery across more than 100 client sites and led nine technicians. KPI tracking and root cause analysis helped achieve a 91% SLA rate.

Earlier, at EOH on the Bombela (Gautrain) Project, I managed the roll-out of around 400 devices and presented usage and service reports. I’m seeking an operations manager, service delivery manager or general manager role.

Experience

Work history, roles, and key accomplishments

Founder and Managing Director

STS Tactical and Anti-Hijacking

Feb 2025 - Aug 2026 (1 year 6 months)

Founded and led a multi-site security operations business serving 14 clients across 15 sites with up to 20 staff, owning P&L, budgeting, and client retention. Retained 12 of 14 clients through its sale in August 2026.

Operations Management P&L management Budgeting Workforce Planning Customer Retention Incident Management SOP Development Risk Assessment Vendor Management PSIRA Compliance

Career Break and Ad Hoc Technical Servicing

Self Employed

Jan 2021 - Dec 2025 (4 years 11 months)

Cared for a family member while continuing voluntary leadership work and ad hoc printer and copier servicing, then returned to full-time operations leadership in 2025.

Technical Services Time Management Caregiving

Executive Member, Criminal Justice Portfolio

Nigel Community Policing Forum

Jan 2021 - Dec 2024 (3 years 11 months)

Served on the 12-member executive, coordinating stakeholders including SAPS, courts, and Correctional Services on crime-prevention and victim-support initiatives. Tracked 20-30 criminal cases at a time and reported progress bi-weekly.

Stakeholder Management Incident Management Reporting Coordination

Area Manager

Smart Office Connexion

Jan 2018 - Dec 2021 (3 years 11 months)

Managed regional service delivery, scheduling, and technician stock across 100+ client sites, reporting to the National Service Manager. Achieved a 91% SLA rate by tracking technicians against KPIs and applying root cause analysis.

Operations Management SLA Management KPI Tracking Root Cause Analysis Team Leadership Scheduling Escalation Management

Senior Technician

Smart Office Connexion

Jan 2013 - Dec 2018 (5 years 11 months)

Led, trained, and coached nine technicians, planning daily routes and priorities. Managed escalations and protected a major client contract by arranging same-day replacement parts and working overnight to restore critical devices.

Technical Support Team Leadership Coaching Escalation Management Customer Service

Senior Technician, Office Automation

EOH

Jan 2009 - Dec 2013 (4 years 11 months)

Managed the roll-out of around 400 devices across the Bombela (Gautrain) Project, coordinating installation and hand-over to users. Compiled usage and service reports and presented them in management meetings.

Project Coordination Device Installation Reporting Presentation Skills