Security Operations Manager (Control Room & Intelligence)

Lodge Security; Redditch; On-site; GBP 52,000 - 72,000; Full time

Benefits offered by this job

Perkbox discounts

Employee Assistance Programme

GP support line

Job summary

Lodge Security seeks a decisive Security Operations Manager for our Redditch-based control room. This full-time, on-site role leads 24/7 teams, incident response, and the flow between control room monitoring and frontline guarding operations.

You will develop and enforce SOPs, oversee escalation processes, and drive data-driven incident handling while ensuring regulatory compliance and robust service delivery.

Qualifications

• Experience managing a 24/7 control room or SOC/ARC.
• Ability to lead, motivate, and schedule shift-based teams.
• Calm, decisive decision-maker during live escalations.
• Proven track record documenting and embedding SOPs.
• Skilled in exception reporting, intelligence handling, and case building.
• Strong understanding of data protection and GDPR requirements.

Responsibilities

• Lead, mentor, and schedule 24/7 shift-based control room teams, ensuring coverage and performance.
• Oversee incident and escalation management with logging, messaging, and emergency responses meeting SLAs.
• Coordinate guarding deployments and frontline responses between control room and officers.
• Draft, implement, and refine SOPs to improve service quality and outcomes.
• Direct security intelligence gathering, reports, and evidence gathering for theft/shrink cases.
• Collaborate with Lodge Security's regional hub to align cross-regional data and risk awareness.

Skills

24/7 control room management

Shift scheduling

Incident response

SOPs & quality frameworks

Data analytics & exception reporting

GDPR compliance

Job description

At Lodge Security, we blend over a century of heritage with modern, tech-enabled protective solutions to keep our clients safe, informed, and resilient around the clock. As our Integrated Solutions Division expands, we are seeking a decisive, highly organised Security Operations Manager to take operational ownership of our Redditch-based control room. In this full-time, permanent, on-site role, you will lead the people, processes, and intelligence streams at the core of our 24/7 service delivery, acting as the vital link between control room monitoring, incident response, and frontline guarding operations.

Key Responsibilities

• Lead, mentor, and schedule 24/7 shift-based control room teams, maintaining optimal rota coverage and high operational performance.
• Oversee critical incident and escalation management, ensuring call logging, message handling, and emergency responses meet demanding client SLAs.
• Coordinate guarding deployments and ad-hoc frontline responses, ensuring seamless operational support between the control room and deployed officers.
• Author, implement, and continuously refine robust Standard Operating Procedures (SOPs) to enhance service quality and drive continuous improvement.
• Direct security intelligence gathering, exception reporting, and evidence collation to construct comprehensive theft and retail shrink case files.
• Collaborate with Lodge Security's South African operational hub to streamline cross-regional data, threat analysis, and risk awareness.

Required Skills & Experience

• Proven background managing a 24/7 control room, Security Operations Centre (SOC), or Alarm Receiving Centre (ARC).
• Demonstrated experience leading, motivating, and scheduling shift-based operational teams.
• Strong incident response capabilities, with sound judgement and a calm approach during live escalations.
• Track record of building, documenting, and embedding clear SOPs and quality frameworks.
• Data-driven and analytical mindset, skilled in exception reporting, intelligence handling, and case building.
• Thorough understanding of regulatory compliance, operational standards, and data protection/GDPR requirements.

Nice-to-have

• Prior experience within the retail loss prevention, retail security, or contracted guarding sectors.
• Familiarity with NSI or SSAIB accredited standards (such as BS 5979 or BS 8418).
• Practical experience conducting internal theft investigations and shrink case construction.
• Relevant industry accreditations, such as an active SIA licence, ARC operator qualifications, or ILM management certification.

What We Offer / Why Join

Join an ambitious, fourth-generation family-owned business that couples a strong community culture with the agile, innovative mindset of a modern security provider. At Lodge Security, our values—Human, United, Grounded, and Dynamic—inform how we collaborate, innovate, and support our teams every day. Along with a collaborative and inclusive working environment based on-site in Redditch, employees gain access to Perkbox shopping and leisure discounts, as well as our comprehensive Employee Assistance Programme, complete with GP support line services.

Please note: Applicants must have existing right to work in the UK, as visa sponsorship is not available for this role.