Mitie Cleaning & Hygiene Services
Senior National Operations Centre Manager
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Senior National Operations Centre Manager
Location: Northampton Business Centre
Contract: Full-time, permanent
Role Overview
We are seeking an experienced and highly capable Senior National Operations Centre Manager to lead and continuously improve our National Operations Centre (NOC), the central operational hub of the business.
This is a senior leadership role with end-to-end accountability for delivering a compliant, efficient and resilient service that supports front-line operations at scale. The post holder will provide strategic and operational leadership across people management, performance, governance, process ownership and stakeholder engagement, ensuring the NOC evolves in line with business growth while maintaining consistent, auditable and high-quality outcomes.
Due to direct line management of licensed security officers, a valid frontline SIA licence is essential.
Key Responsibilities
Operational Leadership and Service Delivery
- Hold overall accountability for the effective, compliant and efficient operation of the National Operations Centre.
- Set and maintain operational standards, ensuring service delivery meets contractual, regulatory and internal governance requirements.
- Maintain oversight of daily performance, proactively identifying and mitigating risks to service delivery.
- Balance immediate operational demands with longer-term planning to ensure scalability, resilience and fitness for purpose.
Leadership, Management and Workforce Oversight
- Provide senior leadership across the NOC management structure, leading managers and large, diverse operational teams.
- Ensure clear governance, defined roles and effective management structures are in place.
- Promote staff welfare, engagement and development while ensuring consistent application of people policies and performance management.
- Embed a culture of accountability, professionalism and compliance across all teams.
Performance Management, Reporting and Insight
- Own the production, quality and use of operational performance reporting across the NOC.
- Ensure data provides meaningful insight into workload, performance, risk and efficiency.
- Analyse trends, identify root causes and translate insight into clear, actionable improvement plans.
- Drive continuous performance improvement through structured review and evidence-based decision-making.
Process Ownership, Governance and Continuous Improvement
- Act as the accountable owner for NOC processes and procedures, ensuring they are clearly documented, consistently applied and regularly reviewed.
- Champion standardisation and strong governance within a high-volume, business-critical environment.
- Lead continuous improvement initiatives to reduce inefficiency, minimise manual intervention and enhance operational resilience.
- Ensure processes are scalable and adaptable to changing business needs and service models.
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Stakeholder and Service Partner Management
- Act as a senior operational point of contact for internal and external stakeholders.
- Build strong working relationships with service partners, operational teams and senior leaders.
- Oversee service performance, manage escalations and lead structured service review discussions.
- Ensure the NOC effectively supports front-line operations and aligns with field-based operational priorities.
Strategic Contribution and Operational Innovation
- Contribute to the wider strategic development of the business by identifying opportunities to enhance operational capability and service quality.
- Challenge existing practices constructively and introduce innovative approaches where appropriate.
- Support and lead projects that improve systems, processes and operating models within the NOC.
Compliance, Risk and Front-Line Assurance
- Ensure the NOC operates in a compliant, controlled and auditable manner at all times.
- Maintain appropriate oversight of licensed activity and regulatory requirements.
- Proactively identify, manage and escalate risks to service, people and compliance.
Essential Requirements
- Valid frontline SIA licence
- Extensive experience in senior operational management within a complex, high-volume environment
- Proven experience leading managers and large operational teams
- Strong background in performance management, reporting and operational governance
- Demonstrated ability to design, own and improve processes at scale
- Experience managing multiple stakeholders and service delivery partners
Desirable
- Experience within security operations, control rooms or similarly regulated environments
- Experience contributing to large-scale operational change or transformation initiatives
Scope and Impact
This role operates with significant autonomy and accountability and has a direct impact on front-line service delivery, compliance, customer outcomes and staff welfare across the business. Decisions made in this role materially influence operational performance and organisational resilience.
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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!
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.
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