Company name:
Landsec – Buchanan Galleries
Job Title:
Security Manager
Reporting to (position)
Soft Services Manager
Address
Buchanan Galleries Shopping Centre
220 Buchanan Street
Glasgow G12FF
Our values and behaviours
Delivering the exceptional, every day
- Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
- Our promise to our people: a place to work where you can thrive and be your best every day.
- Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
- Our culture – our core values and how we behave:
o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie.
o We go the extra mile: whether keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers, and keeping our promises is in our DNA.
o Our diversity makes us stronger: we are proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as equal.
o Our customers' business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Security Manager – Person Specification
Qualifications
Essential
- Proven experience in security supervision or management within a busy, public‑facing environment.
- Strong understanding of security operations, access control, CCTV systems, and incident management.
- Knowledge of relevant legislation and standards, including the Private Security Industry Act, Data Protection Act, and health & safety regulations.
- Valid SIA licence door supervisor / security guarding licence
Experience
Essential
- Experience leading and managing a security team in a high‑footfall environment such as retail, leisure, transport, or corporate estates.
- Demonstrated ability to plan rotas, allocate duties, and manage staff performance.
- Experience conducting security audits, inspections, and compliance checks.
- Proven ability to manage incidents, write reports, and liaise with emergency services.
- Experience working with access control, alarm systems, and CCTV monitoring.
Desirable
- Experience within a shopping centre, retail destination, or large multi‑tenant environment.
- Experience managing budgets, stock control (uniform, PPE, equipment), and procurement.
- Experience working with external contractors, service partners, or multi‑disciplinary teams.
Skills & Abilities
Essential
- Strong leadership skills with the ability to motivate and develop a diverse team.
- Excellent communication skills with staff, tenants, visitors, and senior management.
- Ability to prioritise tasks, respond quickly to incidents, and remain calm under pressure.
- Strong organisational and time‑management abilities.
- Competent in IT systems including incident reporting tools, email, scheduling software, and security platforms.
- Ability to produce clear, accurate written reports and maintain detailed records.
Desirable
- Ability to analyse security data, trends, and performance metrics to improve service delivery.
- Confidence in handling conflict, performance issues, and sensitive situations professionally.
- Ability to deliver training, briefings, and scenario‑based exercises.
Personal Qualities
Essential
- Reliable, proactive, and committed to maintaining high security and service standards.
- Customer‑focused with a professional, approachable manner that supports a positive guest experience.
- Flexible and able to work shifts, including early mornings, evenings, weekends, and peak trading periods.
- Calm, resilient, and adaptable in a fast‑paced, dynamic environment.
- Strong attention to detail and a commitment to compliance.
Desirable
- Interest in continuous improvement, innovation, and enhancing the guest experience.
- Willingness to undertake further training and professional development.
Job objectives and responsibilities
Role Purpose
The Security Operations Manager is responsible for leading all security, front‑of‑house, loading bay, and estates support functions to deliver a safe, welcoming, and service‑driven environment. The role ensures that every interaction across the estate—whether with tenants, visitors, contractors, or colleagues—reflects the highest standards of guest experience while maintaining robust security, compliance, and operational excellence.
Key Responsibilities
Leadership & Team Management
Lead and manage teams across the Security Control Room, Front of House, Loading Bay, and Main Estates, ensuring a cohesive, guest‑focused service culture.
- Act as the out‑of‑hours lead (where applicable), ensuring all incidents are handled professionally, efficiently, and with minimal disruption to guests.
- Conduct regular 1:1s, welfare meetings, appraisals, and mid‑term reviews to support staff development and wellbeing.
- Ensure all personnel are fully trained, licensed, uniformed, and equipped to deliver both security and exceptional guest service standards.
- Oversee recruitment, screening, interviewing, onboarding, and the 16‑week induction programme for all new starters.
Guest Experience & Service Excellence
- Champion a hospitality‑led approach across all security and front‑of‑house operations, ensuring guests feel safe, welcomed, and always supported.
- Maintain strong relationships with clients, tenants, visitors, and service partners, promoting a collaborative and solution‑focused environment.
- Ensure all staff understand their role in delivering a positive guest journey—from first contact to interactions across the estate.
- Identify opportunities to enhance service delivery, streamline processes, and elevate the overall guest experience.
Operational Management
- Oversee staff scheduling and ensure the estate is manned to contractual specifications at least three months in advance.
- Ensure all duties are carried out in accordance with Job Descriptions, Assignment Instructions, SOPs, and Risk Assessments.
- Maintain accurate and compliant site documentation including DORs, key logs, access passes, equipment records, and CCTV data.
- Ensure all life safety systems are understood, tested, and responded to promptly in line with emergency procedures.
- Manage all CCTV, access control, and alarm systems in compliance with the Data Protection Act 1998, ensuring correct usage and oversight.
- Monitor and report equipment defects daily to maintenance contractors and the Estates team to ensure timely resolution.
Compliance, Audit & Continuous Improvement
- Conduct regular audits of procedures, documentation, uniform, PPE, and equipment, implementing corrective action plans where required.
- Ensure all written instructions, risk assessments, and SOPs remain current, relevant, and signed by both security personnel and the client.
- Investigate all incidents involving personnel thoroughly, engaging HR where misconduct or gross misconduct is identified.
- Develop, implement, and test new procedures and security measures across the portfolio in consultation with the Account Manager.
Training & Development
- Create and maintain comprehensive training matrices covering core duties, contract‑specific training, and online learning.
- Deliver regular scenario‑based training exercises to enhance team readiness and guest‑focused response capability.
- Plan and communicate all training activities in advance to ensure visibility for both the client and Mitie management.
- Conduct annual training needs analyses to ensure all operatives remain competent, confident, and aligned with service expectations.
Relationship Management & Collaboration
- Foster strong working relationships with clients, service partners, and internal stakeholders to ensure seamless service delivery.
- Promote a partnership approach to problem‑solving, ensuring estate requirements are met with professionalism and guest‑centric thinking.
- Ensure security measures support—not hinder—the guest experience, balancing safety with approachability and service warmth.
Health and Safety responsibilities
- Follow Group and company policies and procedures at all times.
- Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
- Use all work equipment and personal PPE properly and in accordance with training received.
- Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Information Security
- Ensure compliance with Mitie's information security procedures in all activities.
- Proactively identify and report security risks to your manager.
Report actual and suspected security incidents.
