Mitie Cleaning & Hygiene Services
Regional Command Centre Manager
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Job Title: Regional Command Centre Manager
The Regional Command Centre Manager is responsible for the leadership, management, and continuous development of the Command Centre, ensuring the effective delivery of all operational activities in support of business resilience, incident response, crisis management, and stakeholder communication.
The postholder will provide day-to-day leadership to the Command Centre through a team of Supervisors, ensuring that all operational activity is delivered in accordance with agreed procedures, service standards, and business requirements. The Regional Command Centre Manager acts as the senior operational lead for Command Centre incidents, business disruptions, and crisis events, supporting GCS Security Management and wider leadership teams in the preparation for, response to, and recovery from incidents that may affect business operations.
The role is also responsible for maintaining operational readiness, driving continuous improvement across people, process, technology, and reporting, and ensuring the Command Centre delivers a professional, consistent, and resilient service always.
Key Responsibilities
Operational Leadership
- Lead the day-to-day operation of the Command Centre, ensuring all functions are delivered effectively, efficiently, and in accordance with established procedures and service expectations.
- Maintain oversight of Command Centre activity to ensure operational readiness, service continuity, and appropriate response capability across all shifts.
- Function as the senior operational lead for business disruptions, incidents, and crisis management events within the Command Centre remit.
- Ensure that all incidents are managed in a timely, professional, and controlled manner, with appropriate escalation and stakeholder engagement.
- Support the Security Manager in the ongoing development of the Command Centre operating model, service delivery framework, and response capability.
Incident and Crisis Management
- Lead the Command Centre response to operational incidents, business disruptions, and crisis events, ensuring coordinated management and effective communication throughout.
- Support leadership teams during escalated incidents by providing command, coordination, situational awareness, and accurate decision-support information.
- Ensure incident, event, and decision logs are maintained accurately and to the required standard.
- Oversee post-incident review activity where appropriate, ensuring lessons identified are captured and improvements are implemented.
- Collaborate with internal stakeholders and counterpart teams, including the US Command Centre, to ensure coordinated incident management and continuity of service.
People Management
- Provide effective leadership, supervision, and direction to Command Centre Supervisors, promoting a professional, accountable, and service-focused culture.
- Manage employee performance through regular one-to-ones, appraisals, coaching, mentoring, and structured development planning.
- Ensure Command Centre Supervisors and team members understand and comply with Assignment Instructions, Standard Operating Procedures, and escalation requirements.
- Address performance, conduct, attendance, and capability matters in line with company policy and procedure.
- Lead or support disciplinary processes, grievance matters, staff investigations, and other employee relations matters within the Command Centre as required.
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Governance, Quality and Compliance
- Maintain responsibility for the quality assurance of all Command Centre reporting, communications, and formal outputs.
- Ensure accurate records are maintained for incidents, communications, audit activity, actions taken, and operational decisions.
- Lead and oversee daily, weekly, monthly, quarterly, and annual audit activity within the Command Centre.
- Monitor compliance with operational procedures, legal obligations, and internal standards, ensuring remedial actions are implemented where required.
- Ensure compliance with all relevant legislation, regulations, and company requirements, including Health and Safety, data protection, confidentiality, and information security obligations.
Stakeholder Management and Communication
- Act as a key point of contact for communications into and out of the Command Centre.
- Ensure information is communicated clearly, accurately, and through the appropriate channels to relevant stakeholders.
- Build and maintain effective working relationships with the Security Manager, internal stakeholders, counterpart teams, and customer security representatives.
- Support the dissemination of operational information and incident updates using recognised communication protocols and best practice.
- Work in partnership with senior management and wider business teams to support operational resilience and incident preparedness.
Continuous Improvement and Systems Oversight
- Identify opportunities to enhance Command Centre capability through improvements to processing, staffing, systems, technology, and reporting.
- Oversee the maintenance, suitability, and effective use of Command Centre tools and technologies.
- Work with the Senior Intelligence Analyst and other relevant resources to assess information and intelligence relating to domestic and international events that may affect business operations.
- Drive consistent service delivery, innovation, and continuous improvement across Command Centre operations.
- Ensure Service Level Agreements and Key Performance Indicators are monitored, achieved, and reported appropriately.
Person Specification
Essential Criteria
- Considerable experience in security management, Command Centre, Security Operations Centre, or similar critical operations environment.
- Proven experience of managing teams and leading operational delivery in a fast-paced, high-pressure environment.
- Demonstrable experience in incident management, escalation, and crisis response coordination.
- Strong interpersonal and communication skills, with the ability to engage credibly at all levels of the organisation.
- Strong written communication skills, including experience producing and quality assuring operational reports and incident communications.
- Ability to exercise sound judgement and make effective decisions under pressure.
- Strong organisational skills with the ability to manage competing priorities and maintain high standards of accuracy and control.
- Good IT proficiency, including Microsoft Office applications and operational reporting or incident management systems.
- Knowledge of audit, compliance, procedural governance, and service performance management within an operational environment.
- Ability to coach, develop, and motivate teams to achieve high performance.
Desirable Criteria
- Professional qualifications in security management, risk management, business continuity, crisis management, or leadership/management.
- Experience working in an international, multi-site, or 24/7 operational environment.
- Experience of working with intelligence, threat monitoring, or global incident information.
- Understanding of service delivery frameworks, KPIs, SLAs, and continuous improvement methodologies.
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Key Competencies
- Leadership and team management
- Incident and crisis management
- Operational decision-making
- Stakeholder engagement
- Communication and influence
- Governance and compliance
- Quality assurance
- Planning and organization
- Continuous improvement
- Risk awareness and mitigation
Additional Role Requirements
- Must be capable of operating effectively in a high-pressure, time-critical environment.
- May be required to support out-of-hours incidents, escalations, and crisis response activity.
- Must maintain a professional, resilient, and solutions-focused approach always.
Benefits
Our market-leading offering 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 lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
- 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 of up to four times your salary is available. We also offer enhanced pension contributions, 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!
About Mitie
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.
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.
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.
Join our Mitie Team.
Together our diversity makes us stronger.
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