Security Operations Manager (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

Job Title – Security Operations Manager (Control Room & Intelligence)

Reports to:

Integrated Solutions Director

Location:

Redditch Based

Contract:

Permanent / FT

Job Description

Role Purpose:

Due to expansion Lodge Security are looking for an experienced and highly capable Security Operations Manager to lead the people and processes at the heart of the control room within our growing Integrated Solutions Division. Sitting alongside our guarding operation and our intelligence and data function, this role owns the safe, professional and consistent delivery of our control room services – keeping our clients protected, informed and supported around the clock.

You’ll play a key role in leading and developing our control room team and owning the delivery of bespoke client support services – including message handling, call logging, escalation, support to guarding provision, disaster recovery, shrink and theft case building and exception reporting. Taking a solution-led approach, you’ll have overall responsibility for building robust, efficient and impactful SOPs, processes and procedures that drive continuous improvement and turn information into clear, insightful and informed outcomes – driving response, informing decisions and demonstrating the value we deliver to our clients.

You’ll also work closely with Lodge’s South African operation to deliver a joined-up, comprehensive solution for our clients – opening up real opportunity for more process-driven and data-driven decision making, and for sharper threat and risk analysis and awareness across the operation.

A Day in the Life of a Lodge Security Operations Manager:

You will be a confident leader, a calm problem-solver and highly organised, with a keen attention to detail (and a talent for keeping a lot of plates spinning!). You’re an experienced control room, alarm receiving, guarding or security operations manager who thrives on leading shift-based teams and bringing order to a fast-moving, 24/7 environment. No two days look the same for you. One morning you might be reviewing overnight incident logs, escalations and shift resourcing, and by afternoon you’re coordinating a last minute, ad-hoc guarding response, handling a client’s message and call-logging requirements, and making sure nothing slips through the cracks. The next day you’re collating intelligence and exception reports, building a shrink or theft case file for a retail client, or supporting a disaster recovery activation – all while keeping a close eye on SLAs, quality and standards. You’re comfortable working independently but also able to connect, manage and motivate the wider team to keep the operation running whatever the pressure.

You bring a methodical, data driven approach to everything you do, know how to prioritise when everyone needs everything at once, and don’t need someone looking over your shoulder to get the job done right. You’ll work closely with our control room, guarding, intelligence and management teams to keep our services running smoothly, safely and to a consistently high standard.

You’ll be accountable for the operational front line of the company, so strong leadership, clear communication, sound judgement under pressure and a genuine focus on client experience are just as important as your technical and analytical ability.

Person Profile:

Essential

• 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

Desirable

• Experience within the security, guarding or loss prevention sector
• Background with an NSI or SSAIB accredited ARC / control room (e.g BS 5979, BS 8418)
• Retail loss prevention, shrink / theft investigation or case-building experienceRelevant qualifications – e.g. SIA, control room / ARC operator standards, or an ILM management qualification

Why Lodge:

Lodge are a bold, ambitious Security company growing at pace. A human centric – solution led business where people and tech merge to offer holistic and innovative solutions to our clients and teams. Boasting a 100+ year heritage, Lodge offers the values and community of a (4th generation) family run organisation with the mindset and vision of a tech start up; and being independently owned and managed means we can respond and act with agility.

We promote a collaborative, inclusive and dynamic working environment which provides real scope for growth and development to our team members.

Additional Benefits: –

• Perk Box – Discounts on shopping and Leisure
• Employee Assistance Programme – including GP & Support line services

Our Values:

Human:

Client focused & considerate to colleagues and strives for best outcomes for all parties

United:

Shares information freely, communicates well, and understands the positive impact of a connected, in-tune team

Grounded:

Compliance leads decision making and takes pride in leaving sites better than they found it

Dynamic:

Open to innovation and new technology, thinking outside of the box to deliver a truly solution-led service