Security Operations Manager

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Delivering the exceptional, every day.

• Our purpose: our expertise, care, technology and insight create amazing work environments,
  
  

helping our customers be exceptional every day.

• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your
  
  

customers and people, adding value every day.

Our Culture – Our Core Values And How We Behave

We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all

in it together, if we can help a customer or colleague in any way, we will. We are one

Mitie.

We are built on integrity and trust: integrity and trust are at the heart of all we do. We

are the face of company. We treat others as we would like to be treated. We are proud

to work for Mitie.

We go the extra mile: whether its keeping things running smoothly in a safe

environment, looking for new ways to do things better or fixing problems, going the

extra mile for our colleagues and customers and keeping our promises is in our DNA.

Our diversity makes us stronger: we are very proud of our rich and diverse culture

and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a

voice and is treated as an equal.

Our customers' business, is our business: we are a partner, trusted for our

expertise and for putting our customers at the heart of everything we do.

Here is the formatted and organized version of the Assistant Security Manager job description for your records:

Job Overview: Security Operations Manager

The Security Operations Manager is responsible for leading, managing, and supporting the day-to-day delivery of site security operations, ensuring a safe and secure environment for customers, visitors, tenants, and colleagues.

Acting as the direct line manager for Senior Security Officers, this role bridges strategic directives from the Head of Security and on-the-ground frontline execution. The primary focus is maintaining high service standards, team development, incident response, and operational resilience.

Key Responsibilities

• Operational Management & Shift Delivery
• Shift & Resource Management: Lead and oversee the daily operation of the security team, ensuring all shifts are full and adequately resourced.
• Compliance & Inspections: Monitor daily on-site operational performance through regular compliance audits, quality inspections, and standard checks.
• Incident Escalation: Support the Head of Security & Estate Managers as an operational escalation point, responding to significant site incidents and emergencies with decisive action.
• Policy Alignment: Support the Head of Security in ensuring all frontline security services are delivered in line with company policies, assignment instructions, and site procedures.
• Reporting & Trends: Maintain accurate operational logs, performance reports, and incident files (including theft reporting) to identify trends and opportunities for improvement.
• Tactical Deployment: Coordinate deployment and tactical response with the control room and mobile patrol units to maintain a highly visible deterrent.
• Safety Culture: Promote a strong safety culture, ensuring all health and safety guidelines, statutory requirements, and safe working practices are met.
• KPI Delivery: Ensure the delivery of all KPIs and business objectives set by the Head of Security, Senior Estate Manager, and the wider business.
• On-Call Duties: Undertake on-call responsibilities as part of the Liverpool ONE security management team.
• Line Management & Team Leadership
• Direct Leadership: Directly line manage, motivate, and inspire Senior Security Officers to achieve exceptional customer service and professional standards.
• Briefings & Communications: Conduct regular team operational briefings, toolbox talks, and cascade key corporate updates from the Head of Security.
• Budgetary Control: Manage staffing budgets effectively to deliver agreed service hours while maintaining financial control and cost efficiency.
• Performance Accountability: Set explicit, clear performance goals, daily responsibilities, and expected behavioral standards for the senior frontline team.
• Early Intervention: Address early-stage team conduct, uniform, or punctuality issues promptly, creating a culture of personal accountability.
• Recruitment: Assist in the interviewing and selection processes for onboarding new frontline officers and support personnel.
• Inclusivity: Foster an inclusive, supportive, and communicative environment where team collaboration thrives.
• Coaching & Professional Development
• On-the-Floor Coaching: Provide continuous coaching and constructive feedback to elevate individual and senior officer competency.
• Talent Pipeline: Foster a high-performance culture by leading regular performance reviews, setting clear goals, and holding meaningful development discussions in line with Mitie's "One Code" values.
• Training & Skills Gaps: Identify critical skills gaps or training needs within the team and coordinate with the Head of Security to deploy solutions.
• Mentorship: Mentor Senior Security Officers to build their own supervisor, leadership, and conflict resolution capabilities.
• Customer Service & Stakeholder Support
• Brand Ambassadorship: Act as a highly visible, positive operational ambassador for Mitie and the client's brand across the site.
• Stakeholder Relations: Maintain strong, professional daily relationships with site tenants, retailers, guests, and the wider Mitie portfolio to handle routine operational needs.
• Deputising & Handovers: Support in the absence of the Head of Security by facilitating professional operational handovers and coordination with local emergency services.
• Relationship Building: Lead by example to build and maintain strong relationships with the client and all stakeholders, ensuring operational needs are met and a positive culture is maintained.
• Compliance & Performance Administration
• Licensing & Qualifications: Ensure all operational personnel maintain valid SIA licences and required compliance qualifications.
• Risk Assessments: Complete tactical workplace risk assessments and ensure practical control measures are robustly implemented on shift.
• Data Compilation: Gather, compile, and submit weekly performance data, incident trends, and operational KPI metrics to the Head of Security.
• Supplier Coordination: Communicate directly with suppliers to source and evaluate quotes, collaborating closely with the Operations Coordinator and Head of Security.
• Financial Reviews: Participate in regular financial review meetings with key stakeholders, presenting clear data to justify expenditure and meet KPIs.
  
  

Essential

Knowledge, Skills & Experience

• Proven experience managing security operations within a commercial, retail, or corporate environment.
• Valid SIA Front Line Licence.
• Strong leadership and people management skills.
• Experience coaching, mentoring, and developing teams.
• Experience managing disciplinary, grievance, and performance management processes.
• Excellent communication and interpersonal skills.
• Strong organizational and problem-solving abilities.
• Knowledge of employment legislation and employee relations principles.
• Good IT skills, including Microsoft Office.
• Ability to remain calm under pressure and make effective decisions.
• Proven ability to quickly adapt to and utilize modern workplace technologies (PDAs, reporting tools, customer-facing apps).
• Experience managing KPIs and Service Level Agreements (SLAs).
  
  

Desirable

• SIA Public Space Surveillance (CCTV) licence.
• Experience working alongside security control rooms.
• Level 3 or Level 5 Management Qualification.
• First Aid at Work qualification.
• Experience within a multi-site or shopping center environment.
  
  

Personal Attributes & Behaviours

Personal Attributes Key Behaviours

• Leadership & accountability
• Delivering safe and effective security operations
• Coaching & developing others
• Maintaining legal and regulatory compliance
• Sound decision-making
• Developing and engaging a high-performing team
• Strong customer focus
• Managing employee performance and conduct
• Communication & influencing
• Delivering exceptional customer service
• Performance management
• Building strong stakeholder relationships
• Conflict resolution
• Driving continuous operational improvement
• Planning & organization
• Integrity & professionalism
• Health & safety awareness
• Resilience & adaptability
  
  

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.

Join our Mitie Team.

Together our diversity makes us stronger.

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