Security Operations Manager

About this role

Security Operations Manager - Site Based

Job objectives and responsibilities

To develop and lead the Client relationships at a strategic and tactical level, by ensuring the highest standards of operational service are delivered, identifying and delivering innovative added value solutions whilst ensuring that service levels are maximised.

Lead the onsite team to continually review and drive account performance based on threat and risk levels, working closely with the client to agree the security posture, drive innovation and cost savings, whilst supporting their requirements and maintaining both internal and external relationships with key organisations to maximise performance.

To work closely with external stakeholders and emergency services to ensure the safety of all using the National Portrait Gallery.

• Responsible for the operation and continual development of the security staff.
• Ensuring that KPI's are met and in line with client expectations.
• Responsible for ensuring that procedures for the security staff remain current and up to date.
• Responsible for recruitment and retention of security staff.

Main duties

Team Leadership & Training

• Foster a collaborative, high-performance culture across all service partners and internal teams.
• Lead regular team meetings to ensure all members are informed, engaged, and motivated.
• Work across all service points in the building, fully understanding the service requirements of each area.
• Provide tailored customer experience training aligned with client values and culture.
• Link team objectives to the business vision and strategy, actively supporting development needs.
• Be a champion for diversity, inclusion, health and safety, and One-Mitie collaboration across site.
• Ensure that the Site Supervisors are aligned to work as One Mitie
• Ensure that Site Supervisors have the required development and training to fulfil their roles
• Review training and development plans for the team with clear structure in place for delivery and review training needs analysis.`
• Fostering a collaborative workforce, lead on all training and development of officers.

Experience & Engagement

• Act as the single point of contact (SPOC) for all NPG users and service teams, attending meetings and compiling agreed reports.
• Attend monthly stakeholder engagement meetings.
• Be visible and present at high profile NPG events, visits, and activities – share responsibilities with Security Supervisors.
• Promote and reinforce positive NPG behaviours and etiquette standards.

Process and continuous improvement

• Use data and feedback to identify opportunities for continuous improvement, adapting services and tools to meet evolving needs
• Prepare and issue comms and updates via email / other approved means.
• Take ownership of BAU projects and change initiatives, guiding them from idea to delivery.
• Generate regular security reports and send to the relevant people.

Planning & Partnership

• Work strategically with the NPG Operations Team in both security and VEA team to coordinate building works, events, and activities.
• Partner with the wider workplace and NPG teams to deliver consistent service and exceptional experiences.
• Build strong relationships with the NPG stakeholders, including operations, HR, facilities, and executive leadership, aligning building safety and service with organisational goals.
• Actively engage with other partners and suppliers to encourage innovation and seamless “One-Mitie” operations.

Internal

• To resolve any feedback escalations, relating to the service provided by our team.
• Conduct investigations in conjunction with the client
• Ensure team's personal objective goals are linked to business vison and strategy, facilitating and supporting development needs of the team
• To actively build relationships with other partners and suppliers, to ensure we are constantly innovating and operating as One-Mitie
• Be a champion for diversity and inclusion on site
• Act in accordance with health and safety, and manual handling procedures as per training
• Provision of any other services and activities commensurate to the needs of the business

Innovation & Experience Design

• Develop and launch initiatives that enhance wellbeing, inclusivity, collaboration, and satisfaction.
• Use data and feedback to identify opportunities for continuous improvement, adapting services and tools to meet evolving needs.
• Promote and implement workplace technologies that enable ease, connection, and productivity for all colleagues and visitors.
• Look at opportunities to deliver and enhance ‘Visitor First Engagement'
• Gather feedback from teams and users to identify small-scale improvements and share success stories.

Person Specification – Key competencies

• You are a knowledgeable customer experience professional who is skilled with face-to-face interaction and delivering the most amazing service. We seek people with the following skills and experience:
• Proven track record of comparable leadership experience over several years in modern high footfall workplaces within customer service establishments, preferably in the Heritage and Culture sector
• Proactive, organised and meticulous – passionate about Customer Experience
• Excellent project and time management skills.
• Demonstrable experience transforming service delivery to meet new and improved standards
• A winning mindset that implements a culture of success and skilled at taking your team and peers on a journey.
• Essential to possess innovative qualities and highly capable of taking an active lead role within a dynamic leadership team.
• Warm and engaging personality style, ability to quickly build rapport and relationship with site users and peers.
• Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence.
• Must be able to identify and resolve issues, and to meet and exceed the expectations of our client.
• Must be highly IT proficient
• Competent using visitor and space management tools.
• Knowledgeable and approachable - Highly visible, always available and obvious go to person
• Memorable and hospitality first, connected to the experts for everything else
• High profile, professional, friendly, attentive and Inspirational leader
• Connected, calm and in control

About security roles for ex-police

Security management, operations and consultancy roles. Years of operational policing — command, incident response, public order — translate directly into corporate security, and employers in this sector actively rate police experience.