Control Center Manager

Position Summary

The Control Center Manager provides strategic direction and operational leadership for NBU’s 24/7 Control Center, overseeing electric, water, and wastewater system operations. This role ensures safe, reliable, and efficient service delivery by managing personnel, implementing policies, and leveraging technology for real-time monitoring and control. This position guides the development and enforcement of operational procedures, fosters a culture of continuous improvement and situational awareness, and leads coordination during outages and emergencies. They collaborate across departments to drive innovation, enhance system performance, and support the utility’s long-term goals.

Essential Duties & Responsibilities

Leadership & Strategic Oversight

- Provide leadership and direction to the Control Center Supervisor and Operators to ensure seamless 24/7 operations.

- Lead the vision for Control Center operations and drive continuous improvement of processes, tools, and performance outcomes.

- Lead efforts to modernize control center capabilities through automation, SCADA system advancements, and cross-functional integration.

- Develop long-term plans for staffing, training, technology, and operational capabilities to expand service potential, embrace innovation, and support evolving utility needs.

- Develop and maintain operational standards, protocols, and escalation procedures to support consistent and effective decision-making.

- Develop and maintain operational standards, protocols, and escalation procedures to support consistent and effective decision-making.

- Participate in budget planning and resource allocation for control room operations.

- Establish, track, and report key performance indicators (KPIs) to monitor performance and drive continuous improvement.

Personnel Management

- Oversee recruitment, training, and ongoing development of Control Center staff in collaboration with HR and the Director of System Operations.

- Conduct performance reviews for direct reports and oversee the performance management process for the entire Control Center team.

- Ensure appropriate staffing coverage through workforce planning and scheduling oversight.

- Promote a high-performing, safety-conscious, and collaborative team environment.

- Foster a positive and engaged team culture by actively seeking employee feedback, promoting open communication, and maintaining high morale through visible and supportive leadership.

Operational Management

- Oversee the Control Center’s response to system events, outages, alarms, and emergencies, ensuring proper escalation and communication protocols are followed.

- Serve as the operational lead during major incidents and coordinate with internal and external stakeholders, including emergency services.

- Direct testing, evaluation, and refinement of operational strategies and emergency response plans.

- Approve and guide the issuance of switching orders, clearances, and hotline tags.

- Prioritize outage response and ensure timely, coordinated support for field operations teams during service disruptions.

- Capture detailed records of operational incidents to support lessons learned, improve future response, and inform training and policy updates.

System Monitoring & Performance

- Analyze operational data from SCADA and other sources to identify trends, optimize system performance, and reduce risk.

- Evaluate historical performance data and generate recommendations for system improvements and preventative maintenance.

- Lead collaboration between engineering, planning, and field operations to support safe and efficient system operations.

- Identify opportunities for system automation, remote diagnostics, and proactive operational strategies using data insights

Policy, Compliance & Communication

- Develop, implement, and maintain standard operating procedures and ensure Control Center operations comply with internal policies and external regulatory standards.

- Regularly communicate performance metrics, operational insights, and incident updates to senior leadership.

- Ensure consistent and effective communication across Control Center shifts and departments.

- Promote and model adherence to safety practices and company core values at all times.

- Lead proactive communication from the Control Center to ensure all impacted departments are informed of process changes and key system activities.

Other Software Knowledge

Outage Management System (OMS), Interactive Voice Response (IVR)