Physical Security Operations Centre (PSOC) Manager

About this role

Role Overview

Safer Group is seeking an experienced Physical Security Operations Centre (PSOC) Manager to lead the day-to-day delivery of our physical security alarm monitoring and response operation, alongside the PSOC Systems Engineering that underpins it. This is a hands-on leadership role with responsibility for operational performance, people management, service resilience and the effective use of physical security technology.

The successful candidate will be confident leading both physical security operations teams and physical security systems engineering teams. You will combine strong operational judgement with technical understanding, ensuring that alarms, incidents, customer requirements and system issues are managed consistently, professionally and at pace.

You will work closely with clients, internal stakeholders, IT and network teams, field engineers, installers, systems integrators and technology partners to maintain a reliable, scalable and continuously improving service.

Key Responsibilities

• Provide visible, day-to-day leadership and management of the PSOC and associated physical security systems engineering function.
• Lead, coach and develop operational and technical team members, setting clear expectations for performance, conduct, quality and accountability.
• Oversee live monitoring, alarm handling, incident escalation, service continuity and the effective management of high-priority or business-critical events.
• Ensure appropriate staffing, shift coverage, handovers, competence and operational readiness across a 24/7 security environment.
• Own and improve operational procedures, escalation routes, technical runbooks, knowledge articles, configuration records and management controls.
• Provide oversight of Sentinel and AJAX platforms and technologies, or equivalent access control, intrusion detection, alarm monitoring and connected security systems.
• Lead the investigation and resolution of operational incidents, system faults, connectivity issues, false or unwanted alarms and service interruptions.
• Direct planned maintenance, system configuration, testing, upgrades, migrations, integrations, change control and technology lifecycle activity.
• Work with IT, network specialists and suppliers to resolve issues involving IP networking, firewalls, VLANs, ports, routers, mobile data and SIM-based connectivity.
• Monitor operational and technical performance, identify recurring risks and implement practical improvements that increase reliability, efficiency and client confidence.
• Manage third-party vendors, installers, systems integrators and service providers, ensuring actions are controlled, documented and completed to the required standard.
• Provide clear incident, risk and performance reporting to senior leadership and relevant client stakeholders.
• Support major incidents and escalations, including out-of-hours response where required by the needs of the service.

Essential Skills and Experience

• Proven leadership and management experience within a physical security operations centre, alarm receiving centre, remote video response centre, security control room or comparable 24/7 monitoring environment.
• Proven experience leading or managing physical security systems engineers, field engineers or a technical support function responsible for electronic security systems.
• Hands-on experience of Sentinel and AJAX platforms and technologies, or demonstrably equivalent experience with enterprise access control, alarm monitoring, intrusion detection or integrated physical security systems.
• Practical understanding of access control and alarm concepts, including users, credentials, access levels, readers, panels, controllers, schedules, zones, events and escalations.
• Experience of IP and SIM-based networking for remotely connected security systems, including practical fault-finding across routers, mobile data connections, TCP/IP, DNS, firewalls, VLANs and ports.
• Ability to lead calmly and make sound decisions during live incidents, service disruption and high-priority security events.
• Experience managing technical faults across applications, devices, communications infrastructure and third-party services.
• Strong people-management capability, including coaching, performance management, training, resource planning and maintaining standards across shift-based teams.
• Experience working effectively with clients, technology vendors, installers, systems integrators, IT teams and managed service providers.
• Excellent written communication, documentation, stakeholder management and incident-reporting skills.
• A structured approach to risk, change control, service improvement and operational assurance.

Desirable Experience

• Experience with CCTV and video management systems, remote video monitoring, visitor management, intercoms, perimeter detection or wider electronic security platforms.
• Experience with platforms such as Lenel OnGuard, Genetec Security Centre, C-Cure, C-Max or similar enterprise physical access control systems.
• Knowledge of Windows Server, Active Directory, Microsoft SQL Server, virtualisation, system monitoring, backup services and application support.
• Experience delivering system deployments, migrations, upgrades, integrations, hardware refreshes or multi-site security technology projects.
• Knowledge of ITIL-aligned incident, problem, change and configuration management practices.
• Experience in a high-availability, business-critical or regulated security environment.
• Relevant vendor, physical security, networking, Microsoft, cyber security, leadership or service-management qualifications.

Qualifications

• A relevant qualification in security management, electronic security, systems engineering, information technology or a related discipline is advantageous.
• Equivalent practical experience in physical security operations and security systems engineering will be fully considered.

What Success Looks Like

You will build a well-led, accountable and technically capable function that protects people, property and assets through reliable monitoring and response, disciplined incident management and resilient security technology. You will be equally comfortable supporting an analyst through a live event, challenging a supplier on a recurring fault and explaining operational risk or investment priorities to senior leadership.

Pay: £45,000.00-£55,000.00 per year

Benefits

• Company pension
• Free parking
• On-site parking
• Private medical insurance
• Sick pay

Licence/Certification

• SIA CCTV (Public Space Surveillance) licence (preferred)

Work Location: In person