Job brief
The Operations Manager provides operational leadership for SPS Security’s Keyholding & Alarm Response, Mobile Patrols, and Control Room functions, ensuring the safe, compliant, responsive, and effective delivery of services across all contracted locations.
The role is responsible for managing day-to-day operational performance, response capability, mobile workforce deployment, control room standards, regulatory compliance, and client service within these operational areas.
The post holder will oversee the teams and systems supporting keyholding, alarm response, mobile patrols, lock and unlock services, and control room operations, ensuring services are delivered in accordance with company policies, client contractual requirements, agreed response procedures, and applicable Security Industry Authority (SIA) and SIA Approved Contractor Scheme (ACS) standards.
The Operations Manager will promote a culture of professionalism, accountability, compliance, safety, service excellence, and effective communication across all areas under their control.
Key Responsibilities
Operational Service Delivery
- Oversee the day-to-day delivery of Keyholding & Alarm Response, Mobile Patrol, lock and unlock, and associated response services across all contracted locations.
- Ensure operational activities meet contractual requirements, company standards, agreed response procedures, KPIs, SLAs, and ACS service delivery expectations.
- Conduct regular site visits, operational inspections, and service audits to maintain service quality and verify that operational instructions remain accurate and effective.
- Monitor response times, patrol completion, lock and unlock performance, incident handling, and other operational performance measures against agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
- Ensure effective deployment, routing, and utilisation of mobile patrol personnel and operational resources across all service areas.
- Investigate and respond to missed patrols, delayed responses, access issues, alarm activations, service failures, and other operational concerns.
- Ensure consistent service standards, reporting quality, and escalation processes are maintained across Keyholding & Alarm Response, Mobile Patrols, and Control Room operations.
Staff Management & Welfare
- Provide leadership and management to Control Room Supervisors, Control Room Operators, Mobile Patrol Officers, and other operational support staff within the areas of responsibility.
- Ensure appropriate staffing levels and operational coverage are maintained across the Control Room and mobile response functions.
- Support recruitment, induction, training, and ongoing development of personnel working within Key holding & Alarm Response, Mobile Patrols, and Control Room operations.
- Ensure employees hold valid SIA licences appropriate to their duties where required, including CCTV licences for relevant control room activities.
- Conduct performance reviews, one-to-one meetings, and development discussions, supporting professional development and succession planning.
- Monitor staff welfare, attendance, performance, conduct, and working practices in accordance with company policies and ACS workforce management standards.
· Manage disciplinary, capability, attendance, and performance management processes in accordance with company procedures and delegated authority.
· Promote professionalism, integrity, accountability, safe working practices, and high standards of conduct across operational teams.
Client Relationship Management
- Act as the primary operational contact for assigned Keyholding & Alarm Response, Mobile Patrol, and Control Room service clients.
- Maintain strong professional relationships with clients to ensure service satisfaction, clear communication, and confidence in operational delivery.
- Conduct regular client meetings, service reviews, site assessments, and operational reviews where required.
- Ensure complaints, missed services, response concerns, reporting issues, and other service failures are investigated and resolved promptly.
- Identify opportunities to improve response arrangements, patrol schedules, reporting, site instructions, and overall service delivery.
- Support client retention through consistent service quality, proactive communication, reliable response performance, and effective issue resolution.
Compliance & Quality Assurance
· Ensure operational compliance with:
o Company policies, procedures, escalation processes, and operational instructions
o Client contractual requirements, assignment instructions, response procedures, and agreed service specifications
o Security Industry Authority licensing regulations applicable to operational and control room duties
o SIA Approved Contractor Scheme (ACS) standards
o Relevant British Standards and recognised industry good practice applicable to keyholding, response, mobile patrol, and control room services
· Maintain accurate operational records including patrol and response reports, keyholding information, access records, incident reports, site audits, control room records, and compliance documentation.
· Support internal and external audits relating to ACS accreditation, operational systems, key management, service delivery, and regulatory compliance.
· Work collaboratively with the Group Projects and Compliance Manager to ensure operational compliance standards are maintained and any corrective actions are completed.
Health & Safety
· Promote and maintain a strong health and safety culture across mobile operations, client sites, and the Control Room.
· Ensure compliance with company health and safety policies, safe working procedures, lone-working requirements, and relevant UK legislation.
· Ensure risk assessments, dynamic risk assessment expectations, lone-working controls, and site-specific procedures are implemented and regularly reviewed.
· Investigate accidents, incidents, near misses, vehicle-related concerns, and unsafe working practices and ensure corrective actions are implemented.
· Support Control Room personnel and Mobile Patrol Officers in maintaining safe systems of work, including appropriate escalation where personal safety or site conditions create increased risk.
Work collaboratively with the Group Projects and Compliance Manager to support health and safety governance and operational risk management.
Incident Management
· Provide management oversight and support during serious or complex incidents involving alarm activations, security breaches, keyholding responses, mobile patrols, control room escalation, or operational disruption.
· Ensure appropriate escalation procedures, client notification requirements, and emergency response processes are followed.
· Support the management of complex incidents including confirmed intrusions, access failures, fire or life-safety alarm notifications, safeguarding concerns, vehicle incidents, service disruption, or situations requiring emergency service attendance.
· Ensure post-incident reviews are conducted where required, reports are completed to the expected standard, and lessons learned or corrective actions are implemented.
Control Room Management
· Provide direct operational management of the Control Room, working with Control Room Supervisors to ensure effective oversight of alarms, incidents, mobile dispatch, welfare activity, reporting, and out-of-hours operational support.
· Ensure Control Room procedures, escalation routes, communication standards, and operational records are accurate, current, and consistently followed.
· Oversee incident coordination, mobile deployment, alarm and response handling, keyholding dispatch, emergency response procedures, and communication with clients and field personnel.
Ensure effective communication and information flow between Control Room personnel, Mobile Patrol Officers, supervisors, managers, clients, and other operational stakeholders
Business Development Support
· Support the company’s growth by assisting with operational planning for new Keyholding & Alarm Response, Mobile Patrol, lock and unlock, and Control Room-supported contracts.
· Conduct or support site surveys and operational risk assessments for prospective clients, including access, keyholding, alarm response, patrol, and reporting requirements.
· Contribute to operational proposals, mobilisation planning, assignment instructions, key collection arrangements, response procedures, and service implementation for new contracts.
· Provide operational insight during tender, pricing support, service design, or contract development processes while remaining within delegated commercial authority.
Duty Manager Responsibilities
The Operations Manager will participate in the company’s Duty Manager on-call rota, providing management support outside of normal working hours when required.
While acting as Duty Manager, the post holder will:
- Provide management support during serious, complex, or high-risk operational incidents.
- Act as an escalation point for Control Room, Keyholding & Alarm Response, and Mobile Patrol operational issues.
- Provide guidance and decision-making support to Control Room Supervisors and operational personnel during incidents, emergencies, service failures, or resourcing issues.
- Ensure appropriate incident management, escalation, reporting, and client communication procedures are followed.
- Ensure the Head of Operations & Systems, other senior leadership, and clients are informed where required.
- Support the coordination and prioritisation of mobile and operational resources during incidents or periods of increased demand.
- The Duty Manager role provides additional management oversight and support and does not replace the operational authority of the Control Room or other established supervisory structures.
Authority & Boundaries
The Operations Manager:
· Has authority to direct and manage Keyholding & Alarm Response, Mobile Patrol, and Control Room services within agreed company policies, procedures, and contractual requirements.
· Has authority to manage Control Room Supervisors, Control Room Operators, Mobile Patrol Officers, and other staff assigned within the operational areas of responsibility.
· Has authority to initiate investigatory, performance, and operational review procedures in accordance with company policies and delegated management authority.
· Must follow agreed company governance procedures for procurement, keys and access devices, vehicles, uniform supply, operational systems, and service changes.
· Must not commit the company to pricing, contractual agreements, commercial terms, or material service variations without appropriate approval.
Key Skills & Experience
· Significant experience within the security industry, ideally including keyholding, alarm response, mobile patrol, or control room operations.
· Demonstrated experience managing operational teams, mobile resources, response services, or a security control room environment.
· Strong knowledge of security industry regulations, SIA licensing requirements, ACS standards, and operational risk management.
· Strong leadership, people management, and supervisory capability across office-based and mobile teams.
· Excellent client relationship, communication, and stakeholder management skills.
· Strong organisational, prioritisation, analytical, and problem-solving abilities, with the ability to manage competing operational demands.
· Ability to manage operational incidents, make timely decisions, coordinate resources, and remain effective during complex or high-pressure situations.
Qualifications & Requirements
- Valid SIA Licence (Door Supervisor or Security Guarding)
- Valid SIA Licence (CCTV)
- Proven experience in an operational or management role within the security sector.
- Knowledge of the SIA Approved Contractor Scheme requirements and operational standards relevant to keyholding, response, patrol, and control room services.
- Health & Safety knowledge (IOSH Managing Safely desirable).
- Full UK driving licence.
- Ability to travel between operational sites and provide operational support as required.
Key Performance Indicators (KPIs)
- Client satisfaction, retention, and service quality across assigned operational contracts.
- Compliance with SIA ACS standards, licensing requirements, audit outcomes, and company procedures.
- Staff retention, welfare, attendance, performance, and training compliance across Control Room and Mobile Patrol teams.
- Alarm response times, patrol completion, lock and unlock performance, incident management, escalation, and reporting quality.
- Operational efficiency, effective resource deployment, control room performance, service reliability, and achievement of agreed KPIs and SLAs.
Bonus & Recognition
This role is eligible to participate in the Company Bonus & Recognition Framework, subject to its terms and Director approval.
Job Types: Full-time, Permanent
Pay: £34,000.00-£40,000.00 per year
Benefits:
- Company car
- Company pension
- Free parking
Licence/Certification:
- CCTV License (required)
- Door Supervisor/ Security Guarding License (required)
- Driving Licence (required)
Work Location: In person
