Senior Operations Manager

1st Class Protection; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

1st Class Protection Ltd is seeking an experienced Senior Operations Manager to oversee delivery of security services across multiple client sites in the Greater London area. You will lead supervisors, security staff and operations teams, ensuring high standards of service, staffing, and governance.

You will work closely with the Operations Director to drive improvements, manage client relationships and resolve operational issues with a proactive, hands-on approach.

Qualifications

• Significant experience within the security industry, ideally in an operational management position.
• Proven experience managing security officers, supervisors or operational teams across multiple locations.
• Excellent organisational and time-management skills.
• SIA licence and a full UK driving licence; flexible to work outside standard hours; ability to pass screening and vetting checks.

Responsibilities

• Manage and support supervisors, team leaders, security officers and operational staff.
• Oversee day-to-day service delivery across multiple client locations.
• Ensure sites are properly staffed and meet operational requirements.
• Monitor staff performance, attendance and conduct; uphold professional standards.
• Support recruitment, onboarding, training and development of operational staff.
• Identify training needs and ensure officers are prepared for assignments.
• Create and implement assignment instructions and site procedures.
• Conduct site visits, inspections and operational audits.
• Maintain strong relationships with clients as senior point of contact for operations.

Skills

Leadership

People management

Time management

Organisation

Communication

Client management

Problem solving

Attention to detail

Microsoft Outlook

SIA licence

UK driving licence

Flexibility

Screening & vetting

Portfolio management

Independent working

Tools

Microsoft Word

Microsoft Excel

Digital workforce & reporting systems

Job description

We are looking for an experienced, highly organised and commercially aware Senior Operations Manager to take on one of the leading operational roles within our growing security company.

This is a hands-on senior management position for someone who is confident managing people, clients and day-to-day operations in a fast-paced environment.

Working closely with the Operations Director and wider management team, you will be responsible for maintaining high operational standards across multiple sites, developing our teams, strengthening procedures and ensuring that our clients consistently receive a professional and reliable service.

We are a friendly, family-oriented company, but we operate to high professional standards. We are therefore looking for someone who can combine strong leadership with accountability, excellent organisation and a practical approach to problem-solving.

As Senior Operations Manager, you will take responsibility for the effective delivery of our security services across a portfolio of client sites.

Your responsibilities will include:

• Managing and supporting supervisors, team leaders, security officers and operational staff.
• Overseeing day-to-day service delivery across multiple client locations.
• Ensuring sites are appropriately staffed and operational requirements are consistently met.
• Managing staff performance, attendance, conduct and professional standards.
• Supporting recruitment, onboarding, training and development of operational staff.
• Identifying training requirements and ensuring officers are properly prepared for their assignments.
• Creating, reviewing and implementing assignment instructions, operational procedures and site-specific requirements.
• Conducting site visits, inspections, staff welfare checks and operational audits.
• Building strong professional relationships with clients and acting as a senior point of contact for operational matters.
• Responding promptly and professionally to client concerns and service issues.
• Investigating incidents, complaints and operational failures and ensuring appropriate corrective action is taken.
• Managing emergency situations and operational escalations calmly and effectively.
• Reviewing incident reports, handovers and other operational documentation to ensure accuracy and appropriate follow-up.
• Monitoring service standards and identifying opportunities to improve efficiency, performance and client satisfaction.
• Ensuring compliance with company policies, SIA requirements, health and safety standards, client procedures and relevant industry requirements.
• Supporting Company Directors with wider operational projects, service reviews and company development.
• Taking ownership of operational issues and following them through to resolution.

We are looking for a confident and experienced operational professional who is comfortable taking responsibility.

• Significant experience within the security industry, ideally within an operational management position.
• Proven experience managing security officers, supervisors or operational teams across multiple locations.
• Strong leadership and people-management skills.
• The confidence to address performance, disciplinary and operational issues professionally.
• Excellent organisational and time-management skills.
• The ability to prioritise effectively while managing several operational matters at the same time.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Excellent written and verbal communication skills.
• Strong customer-service and client-management skills.
• The confidence to communicate with clients, employees and senior management at all levels.
• Good administrative skills and attention to detail.
• Confidence using Microsoft Outlook, Word and Excel, as well as digital workforce and reporting systems.
• A proactive approach — you should be someone who identifies problems and works towards solutions rather than waiting to be instructed.
• The ability to work independently while remaining part of a close management team.
• A valid SIA licence.
• A full, clean UK driving licence.
• Flexibility to respond to operational requirements outside standard office hours when necessary.
• The ability to successfully complete all required screening, vetting and pre-employment checks (ESSENTIAL)
• Previous experience managing a portfolio of security contracts, schools, residential developments, corporate sites or other high-standard client environments would be an advantage.