Security Operations Manager (Site Based)

at  Mitie Group plc

Since 1987, Mitie’s 68,000 employees, have been serving companies and communities across the world. We’re the UK’s leading facilities management company. Our clients range from banks to retailers, hospitals to schools, and critical government sites. We make a positive difference to millions of people, every day, and we’re very proud of this. Join us and together there’s no limit to what we can achieve.
We are looking for an experienced Security Operations Manager to develop and lead a key client relationship at a strategic level. In this role, you will ensure the highest standards of operational service, identify and implement innovative, value-added solutions, and foster a strong client relationship. Your aim will be to drive optimal service levels and profitability, working with internal and external partners to maintain account performance in line with assessed threat and risk levels.

Main Responsibilities People Management

• Recruitment & Succession Planning: Implement a recruitment strategy focusing on essential skill sets and develop a succession plan to ensure resilience in priority roles.
• Training & Development: Establish a training plan that outlines mandatory training for each role and identifies cross-training opportunities to support key functions.
• Recognition & Retention: Develop a recognition and reward system for exceptional performance and positive feedback; support national awards nominations and conduct an annual staff survey to gather insights. Monitor staff attrition and consult on reward initiatives.

Compliance & Assurance

• Audit & Relationship Management: Implement a regular audit programme for compliance across key functions, and develop a stakeholder engagement strategy to enhance service delivery.
• Risk Management: Collaborate with the client’s Head of Security to regularly review and adapt emergency procedures and operational tactics. Foster relationships with key external stakeholders, including police, fire services, and other public entities.
• Performance Monitoring: Review operational incidents, report on KPI performance, and identify risks and opportunities for improvement. Support the client’s security strategy and remain actively involved in professional development and industry networking.

Financial Accountability

• Cost Control & Budgeting: Oversee account spending, ensuring cost control and accurate, timely client invoicing. Submit annual pay benchmarks and propose the annual budget, reviewing all financial data for transparency and value optimisation.
• Performance Rewards: Implement and manage a bonus scheme, providing performance data to support annual bonus decisions.

Continuous Improvement

• Efficiency & Innovation: Identify and deliver continuous improvement initiatives that benefit both the client account and the company. Remain informed on market trends and competitor activity to strengthen account positioning.
• Policy Compliance: Ensure company policies are adhered to within the Account and by all associated workforce members.

Person Specification

• Strategic Leadership: Demonstrated experience working strategically in complex environments and managing multiple stakeholders.
• Team Management: Proven track record in overseeing large teams (100+ staff) with a strong understanding of HR processes.
• Initiative & Accountability: Able to work autonomously with a sense of ownership for outcomes.
• Customer Service: Excellent interpersonal skills to build rapport with diverse stakeholders, demonstrating a customer-focused approach.
• Communication Skills: Exceptional verbal and written communication skills, with attention to detail and effective report writing.
• Leadership: Strong leadership qualities, with team-building skills and the ability to drive performance.
• Decision-Making: Decisive, with a talent for analysing situations and setting priorities aligned with business goals.
• Organisational Skills: Outstanding organisational and time-management abilities.
• KPI & SLA Achievement: Proven experience in meeting or exceeding KPIs and SLAs.

Main Responsibilities People Management

• Recruitment & Succession Planning: Implement a recruitment strategy focusing on essential skill sets and develop a succession plan to ensure resilience in priority roles.
• Training & Development: Establish a training plan that outlines mandatory training for each role and identifies cross-training opportunities to support key functions.
• Recognition & Retention: Develop a recognition and reward system for exceptional performance and positive feedback; support national awards nominations and conduct an annual staff survey to gather insights. Monitor staff attrition and consult on reward initiatives

Financial Accountability

• Cost Control & Budgeting: Oversee account spending, ensuring cost control and accurate, timely client invoicing. Submit annual pay benchmarks and propose the annual budget, reviewing all financial data for transparency and value optimisation.
• Performance Rewards: Implement and manage a bonus scheme, providing performance data to support annual bonus decisions