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 approximately 60 Security personnel 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 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 personnel, 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.