Operations Manager

Mitie Group plc.; Sheffield; On-site; GBP 55,000 - 75,000; Full time

Job summary

Mitie Group is seeking an experienced Security Operations Manager to lead the delivery of security services across multiple sites. You will focus on operational excellence, customer service, and strong team leadership to ensure contracts meet customer requirements and company standards.

In this role you will recruit and develop high-performing teams, manage budgets and resources, and act as Duty Manager on a rota.

Qualifications

• Essential: 2 years' experience in security management or operational leadership.
• Front Line SIA Licence and full UK driving licence with ≤3 points.
• Proven experience managing teams across multiple locations.

Responsibilities

• Lead day-to-day delivery of security operations across multiple sites.
• Manage contracts to meet customer requirements and company standards.
• Drive operational excellence through planning, performance management, and resource allocation.
• Act as Duty Manager on rota and handle incidents/out-of-hours escalations.
• Manage client relationships and deliver service reports and updates.
• Ensure compliance with SIA licensing and legislation.

Skills

Security management

Operational leadership

Team development

Customer relationship management

Incident management

Communication

Budgeting

Stakeholder management

Education

Front Line SIA Licence

IOSH Managing Safely / HABC Level 3

Job description

We are seeking an experienced, driven, and people-focused Security Operations Manager to join our growing team. This is a key leadership role responsible for the operational delivery, service excellence, and commercial performance of a portfolio of security contracts.
As Security Operations Manager, you will lead from the front, ensuring the highest standards of customer service, compliance, and employee engagement across your sites. Working closely with clients, operational teams, and regional leadership, you will be responsible for building high-performing teams, maintaining strong customer relationships, and driving continuous improvement throughout your area of responsibility.
This role is ideal for a motivated security professional who thrives in a fast-paced environment, enjoys developing people, and has a passion for delivering exceptional security services.
Operational Leadership Lead and manage the day-to-day delivery of security operations across multiple sites.
Ensure all contracts are delivered in line with customer requirements, company standards, and contractual obligations.
Drive operational excellence through effective planning, performance management, and resource allocation.
Monitor service delivery, identify areas for improvement, and implement corrective actions where required.
Act as Duty Manager on a rota basis, providing operational support and leadership during incidents and out-of-hours escalations.
People Management Recruit, onboard, develop, and retain high-performing security teams.
Conduct regular welfare checks, site visits, and employee engagement activities.
Manage performance, attendance, conduct, and capability matters in line with company procedures.
Carry out performance reviews and appraisals for direct reports, setting clear objectives and development plans.
Identify talent and succession opportunities, supporting future leaders within the business.
Promote a positive culture that encourages accountability, professionalism, and continuous improvement.
Client Relationship Management Build and maintain strong relationships with customers, becoming a trusted operational partner.
Conduct regular customer meetings and site reviews.
Produce and deliver service reports, action plans, and operational updates as required.
Manage customer expectations effectively, ensuring issues are resolved promptly and professionally.
Identify opportunities to enhance service delivery and support business growth.
Compliance, Quality & Risk Management Ensure full compliance with SIA licensing requirements, company policies, assignment instructions, and relevant legislation.
Conduct site audits, inspections, and compliance reviews to maintain operational standards.
Investigate incidents, complaints, and service failures, ensuring lessons learned are implemented.
Maintain accurate operational records and reporting.
Promote a strong culture of health, safety, and wellbeing across all sites.
Commercial & Financial Management Support the delivery of regional growth objectives and business plans.
Manage labour costs, overtime, and resource planning to ensure operational efficiency.
Assist with budgeting, forecasting, and monthly business reporting.
Monitor contract performance against agreed KPIs and financial targets.
Identify opportunities for service enhancements and contract growth.
Essential Minimum 2 years' experience in a security management or operational leadership role.
Front Line SIA Licence.
Full UK Driving Licence - (No more than 3 points)
Proven experience managing teams across multiple locations.
Strong customer relationship management skills.
Experience of incident management and operational problem solving.
Excellent communication and stakeholder management skills.
Good understanding of employment legislation, compliance requirements, and security industry standards.
Commercial awareness with the ability to manage budgets and operational costs.
Desirable Experience within a manned guarding environment.
IOSH Managing Safely qualification / HABC Level 3
Knowledge of workforce management and scheduling systems.
Experience managing key or corporate accounts.
Leadership or management qualification.
Personal Attributes We are looking for someone who is:
A natural leader who inspires confidence and accountability.
Customer-focused and passionate about service excellence.
Calm under pressure and able to make sound decisions quickly.
Organised, proactive, and highly self-motivated.
Commercially minded with a focus on continuous improvement.
Professional, approachable, and committed to developing others.
What Success Looks Like High levels of customer satisfaction and contract retention.
Engaged, motivated, and well-supported teams.
Strong compliance and audit performance.
Effective management of operational costs and resources.
Delivery of regional growth objectives and service improvements.
A positive culture focused on safety, professionalism, and excellence.
This is an exciting opportunity for an ambitious security professional to take ownership of a diverse operational portfolio and play a key role in shaping the future success of the business.