Regional Command Centre Manager

Mitie Group plc.; Greater London; On-site; GBP 75,000 - 110,000; Full time

Job summary

Mitie Group plc is seeking an experienced Regional Command Centre Manager to lead the Command Centre’s daily operations, drive incident response, and ensure continuity of service across shifts. The role requires delivering professional, resilient performance in a demanding security environment.

You will manage Supervisors, coordinate incident logging and reviews, and partner with Security Management and senior leaders to shape the command centre’s operating model.

Qualifications

• Extensive experience in security management or security operations.
• Proven ability to lead teams in high-pressure environments.
• Strong incident management and crisis response skills.
• Excellent written and verbal communication at all levels.

Responsibilities

• Lead day-to-day operation of the Command Centre to deliver effective, efficient services.
• Maintain operational readiness and response capability across shifts.
• Serve as senior operational lead for incidents, disruptions and crisis events.
• Ensure accurate incident logs, debriefs, and post-incident reviews.
• Collaborate with internal and external stakeholders to sustain continuity of service.

Skills

Security leadership

Incident management

Crisis coordination

Stakeholder engagement

Communication skills

Team coaching

Operational reporting

Education

Professional qualifications in security management

Tools

Microsoft Office

Incident management systems

Job description

Job Title: Regional Command Centre Manager

The Regional Command Centre Manager is responsible for the leadership, management, and continuous development of the Command Centre, ensuring the effective delivery of all operational activities in support of business resilience, incident response, crisis management, and stakeholder communication.

The postholder will provide day-to-day leadership to the Command Centre through a team of Supervisors, ensuring that all operational activity is delivered in accordance with agreed procedures, service standards, and business requirements. The Regional Command Centre Manager acts as the senior operational lead for Command Centre incidents, business disruptions, and crisis events, supporting GCS Security Management and wider leadership teams in the preparation for, response to, and recovery from incidents that may affect business operations.

The role is also responsible for maintaining operational readiness, driving continuous improvement across people, process, technology, and reporting, and ensuring the Command Centre delivers a professional, consistent, and resilient service always.

Key Responsibilities

Operational Leadership

• Lead the day-to-day operation of the Command Centre, ensuring all functions are delivered effectively, efficiently, and in accordance with established procedures and service expectations.
• Maintain oversight of Command Centre activity to ensure operational readiness, service continuity, and appropriate response capability across all shifts.
• Function as the senior operational lead for business disruptions, incidents, and crisis management events within the Command Centre remit.
• Ensure that all incidents are managed in a timely, professional, and controlled manner, with appropriate escalation and stakeholder engagement.
• Support the Security Manager in the ongoing development of the Command Centre operating model, service delivery framework, and response capability.

Incident and Crisis Management

• Lead the Command Centre response to operational incidents, business disruptions, and crisis events, ensuring coordinated management and effective communication throughout.
• Support leadership teams during escalated incidents by providing command, coordination, situational awareness, and accurate decision-support information.
• Ensure incident, event, and decision logs are maintained accurately and to the required standard.
• Oversee post-incident review activity where appropriate, ensuring lessons identified are captured and improvements are implemented.
• Collaborate with internal stakeholders and counterpart teams, including the US Command Centre, to ensure coordinated incident management and continuity of service.

People Management

• Provide effective leadership, supervision, and direction to Command Centre Supervisors, promoting a professional, accountable, and service-focused culture.
• Manage employee performance through regular one-to-ones, appraisals, coaching, mentoring, and structured development planning.
• Ensure Command Centre Supervisors and team members understand and comply with Assignment Instructions, Standard Operating Procedures, and escalation requirements.
• Address performance, conduct, attendance, and capability matter in line with company policy and procedure.
• Lead or support disciplinary processes, grievance matters, staff investigations, and other employee relations matters within the Command Centre as required.

Governance, Quality and Compliance

• Maintain responsibility for the quality assurance of all Command Centre reporting, communications, and formal outputs.
• Ensure accurate records are maintained for incidents, communications, audit activity, actions taken, and operational decisions.
• Lead and oversee daily, weekly, monthly, quarterly, and annual audit activity within the Command Centre.
• Monitor compliance with operational procedures, legal obligations, and internal standards, ensuring remedial actions are implemented where required.
• Ensure compliance with all relevant legislation, regulations, and company requirements, including Health and Safety, data protection, confidentiality, and information security obligations.

Stakeholder Management and Communication

• Act as a key point of contact for communications into and out of the Command Centre.
• Ensure information is communicated clearly, accurately, and through the appropriate channels to relevant stakeholders.
• Build and maintain effective working relationships with the Security Manager, internal stakeholders, counterpart teams, and customer security representatives.
• Support the dissemination of operational information and incident updates using recognised communication protocols and best practice.
• Work in partnership with senior management and wider business teams to support operational resilience and incident preparedness.

Continuous Improvement and Systems Oversight

• Identify opportunities to enhance Command Centre capability through improvements to processing, staffing, systems, technology, and reporting.
• Oversee the maintenance, suitability, and effective use of Command Centre tools and technologies.
• Work with the Senior Intelligence Analyst and other relevant resources to assess information and intelligence relating to domestic and international events that may affect business operations.
• Drive consistent service delivery, innovation, and continuous improvement across Command Centre operations.
• Ensure Service Level Agreements and Key Performance Indicators are monitored, achieved, and reported appropriately.

Person Specification

Essential Criteria

• Considerable experience in security management, Command Centre, Security Operations Centre, or similar critical operations environment.
• Proven experience of managing teams and leading operational delivery in a fast-paced, high-pressure environment.
• Demonstrable experience in incident management, escalation, and crisis response coordination.
• Strong interpersonal and communication skills, with the ability to engage credibly at all levels of the organisation.
• Strong written communication skills, including experience producing and quality assuring operational reports and incident communications.
• Ability to exercise sound judgement and make effective decisions under pressure.
• Strong organisational skills with the ability to manage competing priorities and maintain high standards of accuracy and control.
• Good IT proficiency, including Microsoft Office applications and operational reporting or incident management systems.
• Knowledge of audit, compliance, procedural governance, and service performance management within an operational environment.
• Ability to coach, develop, and motivate teams to achieve high performance.

Desirable Criteria

• Professional qualifications in security management, risk management, business continuity, crisis management, or leadership/management.
• Experience working in an international, multi-site, or 24/7 operational environment.
• Experience of working with intelligence, threat monitoring, or global incident information.
• Understanding of service delivery frameworks, KPIs, SLAs, and continuous improvement methodologies.

Key Competencies

• Leadership and team management
• Incident and crisis management
• Operational decision-making
• Stakeholder engagement
• Communication and influence
• Governance and compliance
• Quality assurance
• Planning and organization
• Continuous improvement
• Risk awareness and mitigation.

Additional Role Requirements

• Must be capable of operating effectively in a high-pressure, time-critical environment.
• May be required to support out-of-hours incidents, escalations, and crisis response activity.
• Must maintain a professional, resilient, and solutions-focused approach always.