Operations Centre Manager

Paladin Security; Burnaby; On-site; CAD 95,000 - 125,000; Full time

Benefits offered by this job

Great Place To Work Certified 2026

Promotions from within

Disability accommodations

Job summary

Paladin Security in Burnaby seeks an Operations Manager, Integrated Guarding, to lead the National Integrated Guarding Operations Centre. You’ll oversee the OPS Centre personnel, drive KPIs, staffing, onboarding, training, and client delivery in a tech-enabled security environment.

You’ll partner with executives, technology, sales, and customer success teams to optimize PSIM and AI surveillance, and develop procedures, dashboards, and performance reporting to reduce alarms and improve response

Qualifications

• 5+ years leadership in security ops or Operations Centre environments.
• Experience with KPI management, workforce planning, and operational reporting.
• Experience managing client relationships and service delivery programs.
• Strong written and verbal communication skills.

Responsibilities

• Maintain working knowledge of the PSIM platform and Integrated Guarding technologies to support daily operations.
• Provide leadership, coaching, and performance management for Operations Centre staff.
• Develop and update operational procedures, response protocols, training documentation, and client-specific post orders.
• Ensure consistent execution of procedures, response protocols, and client orders.
• Develop staffing plans to support business growth and client service requirements.
• Foster accountability, professionalism, customer service, and continuous improvement.
• Lead operational meetings and performance reviews with direct reports.
• Analyze trends to identify opportunities for performance improvement and alarm reduction.
• Develop action plans to address service gaps and inefficiencies.
• Prepare recurring operational dashboards and executive-level performance reports.
• Track metrics: alarm response times, video verification accuracy, event escalation timelines, dispatch efficiency, incident closure rates, operator productivity, client SLA compliance, false alarm reduction.

Skills

Leadership

Analytical thinking

KPI management

Communication skills

Organization

Decision making

Video monitoring knowledge

Project management

Education

Post-secondary education in Business/Security Management/Law Enforcement/Emergency Management

Operational leadership experience considered

Tools

PSIM platform

Integrated Guarding technologies

Job description

Job Skills / Requirements

The Operations Manager, Integrated Guarding is responsible for the day-to-day operational leadership of Paladin's National Integrated Guarding Operations Centre. This role oversees the Operations Centre personnel, including hiring, onboarding, training, coaching, performance improvement, ongoing management, succession planning, staffing planning, and related support resources while ensuring exceptional service delivery to clients. The Operations Manager is accountable for monitoring, analyzing, and improving key performance indicators (KPIs), ensuring compliance with operational standards, and driving continuous improvement across the Integrated Guarding program. The successful candidate will work closely with Executive leadership, Operational Leadership, Technology Team, Sales Team, and the Customer Success Team. Integrated Guarding services leverage AI-enhanced surveillance, real-time monitoring, analytics, and mobile response capabilities to deliver proactive security solutions.

Key Responsibilities

• Maintain working knowledge of the Physical Security Information Management (PSIM) platform and other Integrated Guarding technologies to effectively support daily operations.
• Provide leadership, coaching, and performance management for Operations Centre staff.
• Develop and update operational procedures, response protocols, training documentation, and client-specific post orders.
• Ensure consistent execution of operational procedures, response protocols, and client-specific post orders.
• Develop staffing plans to support business growth and client service requirements.
• Foster a culture of accountability, professionalism, customer service, and continuous improvement.
• Lead operational meetings and performance reviews with direct reports.
• Performance & KPI Management
• Analyze trends and identify opportunities for performance improvement and alarm reduction.
• Develop action plans to address service gaps and operational inefficiencies.
• Prepare recurring operational dashboards and executive-level performance reports.
• Track and improve metrics including:
  • Alarm response times
  • Video verification accuracy
  • Event escalation timelines
  • Dispatch efficiency
  • Incident closure rates
  • Operator productivity
  • Client SLA compliance
  • False alarm reduction rates

Education

• Post-secondary education in Business, Security Management, Law Enforcement, Emergency Management, or a related discipline preferred.
• Equivalent operational leadership experience may be considered.

Experience

• 5+ years of leadership experience in security operations, Operations Centre environments, dispatch, monitoring services, emergency communications, or related operational settings.
• Experience managing teams in a fast-paced, technology-enabled environment.
• Demonstrated experience with KPI management, workforce planning, and operational reporting.
• Experience managing client relationships and service delivery programs.

Knowledge & Skills

• Strong leadership and people management skills.
• Analytical and problem‑solving abilities.
• Proven experience using operational KPIs to drive performance.
• Excellent written and verbal communication skills.
• Strong organizational and project management capabilities.
• Ability to make sound decisions during critical incidents.
• Knowledge of video monitoring, alarm monitoring, dispatch operations, AI surveillance technologies, or integrated security solutions is considered an asset.

Additional Information / Benefits

Paladin Security: Great Place To Work Certified 2026 - Making the World a Safer and Friendlier Place because we CARE !

The Paladin Difference starts with our people; we're the best because we hire the best. We believe in promoting from within, respecting people and their differences, providing high quality service and always having fun! If you think you have what it takes to join our team, we want to meet you!

Paladin Security has a diverse workforce and we believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Security is committed to providing accommodations for people with disabilities through the interview process and while employed. If you require an accommodation during the interview process, please let us know and we will work with you to meet your needs.

We thank all applicants for their interest; however, only those candidates that are short listed will be contacted for an interview.

This is a Full-Time position