Mitie Cleaning & Hygiene Services
Service Delivery Manager – Security
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Job Objectives And Responsibilities
The Service Delivery Manager is responsible for leading a professional, compliant, and customer-focused security service across Airbus Defence & Space locations in Newport, Portsmouth, and Stevenage. The role requires regular travel between all three locations to provide visible leadership, operational oversight, and consistent service delivery. The post holder will ensure that all site operations are delivered in accordance with Mitie's contractual obligations, company policies, and the Mitie Health, Safety & Security Business Standard.
The position provides strategic leadership, operational governance, and people management to maintain safe, secure, and welcoming environments for all occupants and visitors across the portfolio. Working closely with customer stakeholders at each location, the Service Delivery Manager will ensure that security operations meet agreed performance standards, drive continuous improvement initiatives, and maintain the highest levels of professionalism, compliance, and service excellence throughout the teams.
Main Duties
Operational Management
- Oversee the daily delivery of all security services across the three Airbus Defence & Space locations (Newport, Portsmouth, and Stevenage), ensuring compliance with contract requirements, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).
- Monitor service standards and proactively implement measures to improve quality, efficiency, and customer satisfaction across all locations.
- Maintain full operational oversight of the control room, CCTV, access control systems, and patrol management arrangements across the portfolio.
Compliance and Governance
- Ensure adherence to the client's Health, Safety & Security Business Standards, relevant legislation, and Mitie policies across all three locations.
- Conduct regular compliance audits, inspections, and reviews, ensuring accurate documentation and timely completion of corrective actions.
- Align security practices with relevant ISO frameworks, including ISO 27001 (information and physical security) and ISO 45001 (health and safety).
Procedures and Documentation
- Develop and maintain comprehensive Security Operating Procedures (SOPs) and Assignment Instructions (AIs) for all three locations.
- Ensure all procedures remain accurate, current, and understood by all team members.
- Facilitate regular briefings to ensure consistent operational understanding and service delivery across the portfolio.
People Leadership and Development
- Lead, motivate, and support the security teams across the three locations, setting clear expectations around performance, conduct, and professionalism.
- Ensure all officers hold valid SIA licenses and receive mandatory and refresher training.
- Deliver structured coaching, performance conversations, and ongoing professional development.
- Manage absence, welfare, and conduct processes in line with Mitie policy.
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Health, Safety, and Risk Management
- Maintain oversight of risk assessments completed by the Operational Support Team, ensuring they are regularly reviewed, updated, and compliant with operational and legislative requirements.
- Record, monitor, and close out actions arising from audits, inspections, and accident reports.
- Promote a strong health and safety culture, engaging with customer representatives and operational teams across all locations to reduce risk and enhance awareness.
Client and Stakeholder Engagement
- Act as the primary Service Delivery Manager and senior operational point of contact for all security matters across Newport, Portsmouth, and Stevenage.
- Build and maintain strong working relationships with customer representatives, building occupants, and contractors across the portfolio.
- Provide timely reports, updates, and recommendations to senior stakeholders on performance, incidents, and continuous improvement initiatives.
- Travel regularly between all three locations to maintain visibility, stakeholder engagement, and operational oversight.
Financial and Administrative Control
- Maintain oversight of payroll validation, invoice accuracy, and reporting compliance carried out by the Mitie Operational Support Team.
- Liaise with the Mitie Operational Support Team to ensure appropriate resource planning and cost management across the portfolio.
- Support budgetary compliance and contribute to financial forecasting where required.
Continuous Improvement and Reporting
- Identify opportunities for service innovation and operational improvement across all three locations.
- Produce regular performance reviews, trend analysis, and recommendations to enhance service delivery.
- Drive a culture of accountability, safety, and professionalism throughout the security operation.
Person Specification
Essential
- Proven experience managing corporate or large-scale security operations.
- Demonstrable experience in people leadership, performance management, and client engagement.
- Excellent verbal and written communication skills.
- SIA licence (Front Line).
- Strong planning, analytical, and problem-solving abilities.
- Driving licence and must be prepared to travel.
- Right to Work in the UK with a 5-year checkable history.
Desirable
- Experience working in partnership with Defense sector clients.
- IOSH Managing Safely qualification or equivalent.
- Proficiency in incident management systems and reporting tools.
- Demonstrated ability to deliver operational excellence through innovation and teamwork.
Health And Safety Responsibilities
- Follow Group and company policies and procedures at all times.
- Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
- Use all work equipment and personal PPE properly and in accordance with training received.
- Report any issues or training needs to your Line manager and/or via your divisional incident reporting system.
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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!
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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 Us
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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