Security Operations Lead – 24/7 Control Room & Intelligence

Lodge Service; Redditch; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Perk Box discounts

Employee Assistance Programme – GP &支持

Job summary

Lodge Security is seeking a Security Operations Manager to lead the control room and intelligence functions from Redditch. You will drive delivery of bespoke client support services, oversee message handling, logging, escalation, and incident management, and develop robust SOPs across 24/7 operations.

You will collaborate with our South African operation to deliver joined-up solutions, strengthen threat and risk analysis, and ensure continuous improvement.

Qualifications

• Proven experience of managing a control room, ARC, security operations centre or similar 24/7 / shift-based operation.
• Strong people management, with experience of leading, scheduling, motivating and developing shift-based teams.
• Strong understanding of message handling, call logging, escalation and incident management.
• Experience of intelligence gathering, data collection and collation, and turning it into clear reporting.
• Analytical and data driven, comfortable with exception reporting and building case files (e.g shrink / theft).
• A proven track record of building, documenting and embedding effective SOPs, processes and procedures.
• A solution-led approach, confident using technology and systems to improve efficiency and outcomes.
• A good understanding of guarding operations and how a control room supports frontline response.
• Calm, credible and decisive under pressure, with sound judgement in live incidents.
• A genuine commitment to client experience and service excellence.
• Excellent communication and leadership skills, comfortable managing a team while balancing the competing and ever-changing priorities of multiple stakeholders.
• Strong awareness of relevant regulation and standards, including data protection / GDPR responsibilities.

Responsibilities

• Lead the control room, ARC and 24/7 security operations with a shift-based team.
• Develop and embed robust SOPs, processes and incident management practices.
• Coordinate client support services, message handling and call-logging.
• Collaborate with South African operations for joined-up solutions.
• Produce intelligence, exception reports and case files for shrink/theft.
• Ensure SLAs, quality and standards are maintained across operational activity.

Skills

Proven experience in a control room/24

People management

Message handling

Intelligence gathering & reporting

Analytical & data-driven

SOPs & process embedding

Solution-led approach with tech

Guarding operations understanding

Calm under pressure

Client experience focus

Communication & leadership

Regulatory awareness (GDPR)

Tools

ARC/Control room systems

Data reporting tools

Job description

Lodge Security is seeking a Security Operations Manager to lead the control room and intelligence functions from Redditch. You will drive delivery of bespoke client support services, oversee message handling, logging, escalation, and incident management, and develop robust SOPs across 24/7 operations.

You will collaborate with our South African operation to deliver joined-up solutions, strengthen threat and risk analysis, and ensure continuous improvement.