Control Room & Operations Director

Glevum Security; Gloucester; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Performance bonus

Company vehicle/Car allowance

Benefits

Mobile phone and laptop

Job summary

Glevum Security is seeking a seasoned Control Room & Operations Director to provide strategic and operational leadership across its 24/7 Control Room and security service delivery functions. You will drive continuous improvement, manage key client contracts, and lead a high-performing team while upholding the highest standards of security service delivery.

The role focuses on strategic direction, operational excellence, and stakeholder management, with a strong emphasis on innovation,

Qualifications

• Senior operational leadership experience in the security industry.
• Experience managing security control rooms and large-scale ops.
• Knowledge of manned guarding, key holding, CCTV, and remote monitoring.
• Strong commercial awareness and customer management.
• Proven leadership and people management ability.
• Experience in NSI or ACS accredited organisations is preferred.

Responsibilities

• Strategic leadership of the Control Room and Operations.
• Oversee 24/7 Control Room operations and incident handling.
• Lead KPI monitoring and continuous improvement initiatives.
• Manage client relationships and contract renewals.
• Direct recruitment, training, and talent development.
• Drive security tech innovation and reporting capabilities.
• Ensure compliance with contractual and regulatory requirements.

Skills

Strategic planning

Leadership

Operational excellence

Incident response

Change management

Contract management

Communication skills

Negotiation skills

Data analysis

Education

Degree in Business Management or Security Management

IOSH or NEBOSH qualification

SIA Licence

Job description

Salary - £45,000 - £60,000 per annum (dependent upon experience) + Performance Bonus + Company Vehicle/Car Allowance + Benefits

Job Purpose

The Control Room & Operations Director will provide strategic and operational leadership across the company's 24/7 Security Control Room and operational service delivery functions. The role is responsible for ensuring the effective management of all control room activities, mobile operations, key holding and alarm response services, CCTV monitoring, customer service delivery, workforce management, compliance, and business performance.

The successful candidate will drive continuous improvement, operational excellence, customer satisfaction, and sustainable business growth while maintaining the highest standards of security service delivery throughout the organisation.

Key Responsibilities

Strategic Leadership

• Develop and implement the operational strategy in line with company objectives.
• Lead the Control Room and Operations departments to achieve business growth and performance targets.
• Support the executive leadership team in delivering the company vision and long-term business plans.
• Identify opportunities to improve efficiency, profitability, and service quality.
• Lead organisational change initiatives and operational transformation projects.

Control Room Management

• Oversee the effective operation of the 24/7 Security Control Room.
• Ensure all incidents, alarms, welfare checks, customer requests, and emergency situations are managed appropriately.
• Maintain resilience and business continuity within all control room functions.
• Ensure all systems and technologies are fully operational and fit for purpose.
• Drive continual improvement of response times and service performance.

Operational Management

• Provide leadership to Operations Managers, Supervisors, Controllers, and Field-Based Teams.
• Ensure all security services are delivered in accordance with contractual and regulatory requirements.
• Oversee contract mobilisation and service implementation.
• Monitor operational KPIs and implement corrective actions where necessary.
• Ensure effective deployment of personnel and resources.

Client & Stakeholder Management

• Develop and maintain strong relationships with key clients and stakeholders.
• Attend strategic review meetings with customers.
• Lead the retention, renewal, and expansion of existing contracts.
• Manage escalated customer concerns and implement service improvements.
• Represent the company at industry events and business meetings.

Leadership & People Management

• Lead, motivate, and develop operational management teams.
• Create a high-performance culture focused on accountability and service excellence.
• Oversee recruitment, succession planning, and talent development.
• Ensure all employees receive appropriate training and development.
• Promote a positive, inclusive, and safe working environment.

Technology & Innovation

• Lead the development and implementation of security technology solutions.
• Drive innovation within the Control Room environment.
• Evaluate and implement new systems, software, and monitoring platforms.
• Improve reporting, analytics, and operational visibility through technology adoption.

Key Performance Indicators (KPIs)

• Customer retention and satisfaction.
• Operational efficiency and utilisation.
• SLA and KPI compliance.
• Employee engagement and retention.
• Reduction in complaints and operational errors.

Essential Experience & Qualifications

• Minimum 3 years' experience in a senior operational leadership role within the security industry.
• Proven experience managing security control rooms and large-scale operations.
• Strong understanding of security services including:
• Manned Guarding
• Key Holding & Alarm Response
• CCTV Monitoring
• Remote Monitoring Solutions
• Strong commercial awareness and customer management skills.
• Excellent leadership and people management experience.
• IOSH or NEBOSH qualification.
• SIA Licence.
• Degree-level qualification in Business Management, Security Management, or related field.
• Security Institute membership.
• Experience managing multi-site operations.
• Experience within an NSI or ACS accredited organisation.

Key Skills

• Strategic planning and organisational leadership.
• Operational excellence and continuous improvement.
• Incident and crisis management.
• Change management.
• Contract management.
• Strong communication and negotiation skills.
• Advanced problem-solving and decision-making abilities.
• Stakeholder and client relationship management.
• Data analysis and reporting.

Personal Attributes

• Professional and credible leader.
• Results-oriented with strong commercial acumen.
• Calm and decisive under pressure.
• Highly organised and detail-focused.
• Innovative and forward-thinking.
• Strong interpersonal and relationship-building skills.
• Flexible and adaptable to changing business needs.
• Committed to delivering excellence and continuous improvement.
• Competitive salary package.
• Performance-related bonus scheme.
• Mobile phone and laptop.
• Career progression opportunities within a growing organisation.

The Company is committed to creating a diverse and inclusive workplace where all employees are treated with dignity and respect. We welcome applications from all suitably qualified individuals regardless of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.