National Operations Centre Manager

Mitie Group plc.; Hardingstone; On-site; GBP 70,000 - 100,000; Full time

Job summary

Mitie Group plc. seeks a Senior National Operations Centre Manager to lead our central NOC, delivering compliant, efficient and resilient services at scale.

You will oversee people, performance, governance and stakeholder engagement, maintaining auditable, high-quality outcomes while managing licensed security officers. The role requires senior leadership experience, strong governance and a track record of improving complex, high-volume operations within a regulated environment.

Qualifications

• Extensive experience in senior operational management within a complex, high-volume environment.
• Proven ability to lead managers and large operational teams.
• Strong background in performance management, reporting and governance.

Responsibilities

• Own the operation of the National Operations Centre, ensuring compliance and efficiency.
• Set and maintain operational standards to meet governance requirements.
• Oversee daily performance, identify risks and drive improvements.
• Lead governance across people, processes and partners to ensure scalability and resilience.
• Collaborate with stakeholders and service partners to align field operations with priorities.

Skills

Senior leadership

Stakeholder management

Performance reporting

Process improvement

Risk management

Job description

We are seeking an experienced and highly capable Senior National Operations Centre Manager to lead and continuously improve our National Operations Centre (NOC), the central operational hub of the business.

This is a senior leadership role with end-to-end accountability for delivering a compliant, efficient and resilient service that supports front-line operations at scale. The post holder will provide strategic and operational leadership across people management, performance, governance, process ownership and stakeholder engagement, ensuring the NOC evolves in line with business growth while maintaining consistent, auditable and high-quality outcomes.

Due to direct line management of licensed security officers, a valid frontline SIA licence is essential.

Key Responsibilities

Operational Leadership and Service Delivery

• Hold overall accountability for the effective, compliant and efficient operation of the National Operations Centre.
• Set and maintain operational standards, ensuring service delivery meets contractual, regulatory and internal governance requirements.
• Maintain oversight of daily performance, proactively identifying and mitigating risks to service delivery.
• Balance immediate operational demands with longer-term planning to ensure scalability, resilience and fitness for purpose.

Leadership, Management and Workforce Oversight

• Provide senior leadership across the NOC management structure, leading managers and large, diverse operational teams.
• Ensure clear governance, defined roles and effective management structures are in place.
• Promote staff welfare, engagement and development while ensuring consistent application of people policies and performance management.
• Embed a culture of accountability, professionalism and compliance across all teams.

Performance Management, Reporting and Insight

• Own the production, quality and use of operational performance reporting across the NOC.
• Ensure data provides meaningful insight into workload, performance, risk and efficiency.
• Analyse trends, identify root causes and translate insight into clear, actionable improvement plans.
• Drive continuous performance improvement through structured review and evidence-based decision-making.

Process Ownership, Governance and Continuous Improvement

• Act as the accountable owner for NOC processes and procedures, ensuring they are clearly documented, consistently applied and regularly reviewed.
• Champion standardisation and strong governance within a high-volume, business-critical environment.
• Lead continuous improvement initiatives to reduce inefficiency, minimise manual intervention and enhance operational resilience.
• Ensure processes are scalable and adaptable to changing business needs and service models.

Stakeholder and Service Partner Management

• Act as a senior operational point of contact for internal and external stakeholders.
• Build strong working relationships with service partners, operational teams and senior leaders.
• Oversee service performance, manage escalations and lead structured service review discussions.
• Ensure the NOC effectively supports front-line operations and aligns with field-based operational priorities.

Strategic Contribution and Operational Innovation

• Contribute to the wider strategic development of the business by identifying opportunities to enhance operational capability and service quality.
• Challenge existing practices constructively and introduce innovative approaches where appropriate.
• Support and lead projects that improve systems, processes and operating models within the NOC.

Compliance, Risk and Front-Line Assurance

• Ensure the NOC operates in a compliant, controlled and auditable manner at all times.
• Maintain appropriate oversight of licensed activity and regulatory requirements.
• Proactively identify, manage and escalation risks to service, people and compliance.

Valid frontline SIA licence

• Extensive experience in senior operational management within a complex, high-volume environment
• Proven experience leading managers and large operational teams
• Strong background in performance management, reporting and operational governance
• Demonstrated ability to design, own and improve processes at scale
• Experience managing multiple stakeholders and service delivery partners

Desirable

• Experience within security operations, control rooms or similarly regulated environments
• Experience contributing to large-scale operational change or transformation initiatives

Scope and Impact

This role operates with significant autonomy and accountability and has a direct impact on front-line service delivery, compliance, customer outcomes and staff welfare across the business. Decisions made in this role materially influence operational performance and organisational resilience.