Job Overview
An exciting opportunity has arisen for an experienced Security Operations Manager to oversee the delivery of Security at critical and high-profile locations in London. This role is responsible for leading a team of approx 60 Security personal across a portfolio of 10 locations, ensuring the highest standards of service delivery, security compliance, and customer experience are maintained at all times.
The role will primarily operate Monday to Friday, 08:00–17:00. However, there will be a requirement to be flexible and provide support across the wider contract as per business need.
The successful candidate will be a proactive and visible leader who can effectively manage day-to-day operations while building strong relationships with client stakeholders and key building occupants. They will be responsible for ensuring all security activities are delivered in accordance with site-specific policies, contractual requirements, client KPIs, and industry best practices.
This role requires a strong operational background, excellent people management skills, and the ability to manage multiple priorities within a fast-paced and demanding environment. The Security Operations Manager will play a key role in driving continuous improvement, maintaining compliance, managing performance, and ensuring the security operation remains professional, efficient, and customer focused.
This is a permanent position and a fantastic opportunity for an experienced manager looking to take ownership of a prestigious security contract and make a significant impact on both service delivery and client satisfaction.
Please note: Successful security clearance/vetting is required for this role. Due to the nature of the site, the vetting process can take 4–6 months to complete.
Key Responsibilities
- Provide leadership, direction, and development to the on-site Security e teams, fostering a culture of professionalism, accountability, and continuous improvement.
- Ensure all security and customer service functions are delivered in line with contractual requirements, site procedures, and agreed client KPIs.
- Act as the primary point of contact for the client, building and maintaining strong working relationships with key stakeholders and ensuring a consistently high standard of service delivery.
- Oversee all aspects of the physical security operations, including manned guarding, access control systems, CCTV monitoring, incident management, key control, and emergency response procedures.
- Maintain oversight of Security Control Room personal, ensuring all personnel perform their duties effectively and in accordance with established operating procedures.
- Develop, review, implement, and maintain site security policies, procedures, and Standard Operating Procedures (SOPs), ensuring they remain current, effective, and compliant.
- Conduct regular audits, inspections, and performance reviews to ensure compliance with contractual obligations, company standards, and legislative requirements.
- Lead recruitment, onboarding, training, performance management, succession planning, and employee development activities across the security and front of house team.
- Manage employee relations matters, including investigations, disciplinary processes, welfare discussions, and absence management, in line with company policies.
- Ensure all security incidents, accidents, near misses, and service delivery issues are investigated thoroughly and reported to the appropriate stakeholders within agreed contractual timescales.
- Produce accurate management reports, incident reports, statistical analysis, and operational updates for both the client and Mitie management teams.
- Collaborate closely with the client to identify opportunities for service improvement, risk reduction, operational efficiencies, and enhanced customer experience.
- Ensure all health and safety requirements are adhered to and that staff operate in a safe and compliant manner at all times.
- Manage staffing levels, rosters, annual leave, overtime, and resource allocation to ensure appropriate operational coverage is maintained. This task will be supported by a dedicated control /helpdesk function.
- Support business continuity arrangements and coordinate responses to emergency situations, ensuring the security team can respond effectively to incidents and unforeseen events.
What We Are Looking For
To be successful in this role, candidates should demonstrate:
- A minimum of five years' security industry experience, including supervisory or management responsibilities.
- Previous experience managing large security teams within a corporate, critical infrastructure, public sector, or high-profile environment.
- A valid SIA Front-Line Licence (Manned Guarding) as a minimum requirement.
- A valid SIA CCTV Licence (desirable but not essential).
- Strong leadership and people management skills, with the ability to motivate, develop, and manage teams effectively.
- Excellent stakeholder management skills and the ability to build productive relationships at all levels.
- Strong organisational and administrative capabilities, including experience producing reports, managing budgets, and analysing performance data.
- Excellent written and verbal communication skills, with the ability to confidently engage with clients, staff, and senior management.
- A thorough understanding of security operations, risk management, incident response, and compliance requirements.
- Competence in using security management systems, access control platforms, CCTV systems, and Microsoft Office applications.
- The ability to work under pressure, make informed decisions, and manage multiple priorities within a complex operational environment.
- The ability to successfully obtain and maintain the required security clearance.
- Reporting Structure
The Security Operations Manager will report directly to Mitie's Account Manager and will hold overall responsibility for the effective delivery, management, and continuous improvement of the Security across their portfolio . The role will include direct responsibility for all operational, administrative, personnel, compliance, and client-facing aspects of the contract.
