Mitie Cleaning & Hygiene Services
Duty Shift Manager
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Location: King's Cross, London
Reporting to: GSOC-EMEA Operations Manager
Pattern: 4 on 4 off including nights and weekends
Contract: Full-time
Pay: £23.17ph
Duty Shift Manager - GSOC-EMEA
The Global Security Operations Centre (GSOC-EMEA) operates 24/7 in support of a leading social media company, protecting its people, property and operations across the EMEA region. The Duty Shift Manager owns the daily operation of the GSOC on shift. You are the incident leader for business disruptions and crisis events, and the line manager for the Lead Operator and Operator team. You are accountable for all vendor actions delivered on your shift, for the quality of the service against contractual KPIs, and for developing the people and processes that keep the centre ready to respond.
Essential Requirements
- Valid SIA licence (Public Space Surveillance / CCTV)
- 2+ years managing a team in a 24/7 control room, GSOC or comparable operational environment
- Demonstrable experience acting as incident lead or incident commander during live events
- Working knowledge of core people-management processes: rostering, absence, performance, conduct and capability
- Confident operating CCTV/VMS, access control and alarm-monitoring platforms
- Fluent written and spoken English, with the ability to brief senior leadership clearly and concisely
- Eligibility to work in the UK and to pass enhanced security screening
Key Responsibilities
Incident & crisis leadership
- Act as incident leader for business disruptions and crisis events, and support senior management during escalated activations
- Own the operational response alongside GSOC and Global Security leadership: prepare, respond, recover
- Make and own time-critical decisions within agreed escalation thresholds; escalate promptly and accurately when authority limits are reached
- Produce and quality-assure incident reports; brief leadership on potential and realised incidents
- Lead post-incident reviews, capture lessons learned, and drive the resulting improvements to plan
- Oversee dispatch of security officers, ERT, facilities, police, fire and EMS as required
- Work with the Fusion team on internal and external intelligence relating to events that may affect the client regionally or globally
People & vendor management
- Lead, coach and develop the Lead Operator and the Operator team, covering both vendor and client learning pathways
- Own all vendor people processes on shift: rostering, scheduling, holiday and absence management, performance management, E-Learning, SIA licence renewals, onboarding documentation, Assignment Instruction and Risk Assessment compliance, 121s and reviews
- Complete initial HR processes relating to conduct and capability, escalating through the correct channel
- Manage apprenticeships and coursework activity within the team
- Partner with the training team to identify and create development opportunities
- Build team spirit and a genuine learning culture; initiate team activities and development
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Operations & technology
- Oversee the Lead Operator on shift setup: written and verbal handover, operational chat updates, noticeboard review
- Monitor call volume, alarm response and report quality to ensure service meets contractual KPIs
- Monitor and improve team performance on routine and emergency calls, and on fire, door and duress alarm handling
- Review performance data via client dashboards for all cameras and alarms; use it to drive team development and highlight risk
- Identify GSOC requirements for additional software, hardware or staffing, and build the case for change
- Develop and deliver technology and process improvements that raise operational readiness
Stakeholder engagement & projects
- Communicate new business processes and procedures clearly to the team
- Provide the link between shift operations and the wider vendor and client organisations
- Work closely with counterpart Operations Managers across connected sites to maintain consistent standards and communication
- Take an active role in projects, from consulting through to full ownership depending on scope
- Disseminate information to key partners using established communication channels and best practice
- Build relationships across the Global Security function and wider cross-functional teams
- Respond to management communication promptly and meet agreed deadlines
Skills And Attributes
Core
- Strong decision-making under pressure, in both crisis and non-crisis situations
- Remains calm, clear and professional under stress; speaks with authority and gives unambiguous direction during emergencies
- Strong analytical, critical-thinking and problem-solving skills
- Able to interpret operational data and turn it into performance and development actions
- Strong organisation and planning skills, comfortable defining structure in ambiguous or grey areas
- Excellent interpersonal, networking and team-working skills
- Able to multitask and discern patterns in detail across competing priorities
- Trusted with highly confidential information
- Communicates effectively with every level of leadership
Valued in addition
- Project management experience
- Confidence presenting to leadership and management audiences
- Strong general IT proficiency, including hardware and software troubleshooting
Desirable Experience And Qualifications
- Level 3 management qualification or above
- Background in Business Continuity or Incident Management, ideally against a recognised framework (e.g. ICS or equivalent)
- Understanding of crisis operations, risk management and crisis communication
- Experience in technology-sector or global corporate security
- Experience with mass-notification and life-safety systems
- Demonstrated ability to work autonomously with full accountability
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Benefits
Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.
- We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home.
- We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
- When you join us, we’ll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
- We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.
- Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants.
- We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
- We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Career Development
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
Recruitment Process
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at.
About Mitie
Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
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