SOC Manager

Mitie Group plc.; Northampton; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading security services provider in the UK is seeking a SOC Manager to establish, lead, and manage a Security Operations Centre team. This role demands operational efficiency, KPI compliance, and effective stakeholder engagement. Ideal candidates will possess leadership skills, extensive retail industry knowledge, and experience in managing CCTV monitoring. A flexible benefits platform is offered, enhancing work-life balance and employee satisfaction.

Benefits

Flexible benefits platform

Virtual GP

Enhanced pension contributions

Cycle-to-work scheme

Qualifications

• Relevant retail industry experience and understanding of investigation processes.
• Experience managing and monitoring KPI performance.
• Ability to lead and motivate a diverse team to provide excellent customer service.
• Reliable, flexible and discreet.
• Resilient and tenacious with a 'can do' approach.

Responsibilities

• Lead the B&Q SOC team: deploy people, equipment, and resources.
• Ensure all KPI's and contractual requirements are met.
• Maintain relationships with B&Q stakeholders.
• Deliver results that meet or exceed budget and service delivery.
• Advocate Mitie brand and participate in company strategies.

Skills

Leadership skills

Communication skills

CCTV monitoring

Project management

Customer service

Organizational skills

Education

SIA Licence holder - CCTV & minimum non-frontline SIA licence

Tools

Microsoft Office

Bespoke telematics / telecom software

Job description

Establish, lead, and manage a Security Operations Centre (SOC) team to provide remote security services for B&Q sites. The role ensures operational efficiency, KPI compliance, stakeholder engagement, and support to account management.,

Core Responsibilities

• Lead the B&Q SOC team: deploy people, equipment, systems and resources.
• Recruit, induct, train and manage SOC operators.
• Ensure all KPI's and contractual requirements are met.
• Maintain relationships with national and local B&Q stakeholders.
• Provide support to Account Management & clients per contractual and policy requirements.
• Gather intelligence for freight crime colleagues.
• Prepare and present reports, recommendations and periodic summaries.
• Own Department AI's and RA's; oversee rota and growth plans.
• Support emergency services deployment as required.
• Ensure GDPR compliance: access control, data privacy and control policies.
• Conduct regular reviews, KPI reviews, coaching and mentoring; perform annual appraisals.

Main Duties

• Deliver results that meet or exceed budget and service delivery, accountable for SOC operations.
• Collaborate with other Mitie SOCs to promote best practice.
• Ensure GDPR, company, client quality standards and UK legislation compliance.
• Balance day-to-day management of core team with organic growth of SOC.
• Deliver monthly summary to client at monthly review meeting.
• Advocate Mitie brand and participate in company strategies.
• Identify and address skills gaps; deliver upskilling and performance improvement.
• Implement personal development plans and training for new personnel.
• Maintain communication, recognise achievements and develop the Mitie Community.
• Engage recruitment agencies and monitor service delivery levels.
• Work with HR for issue resolution per policy.
• Identify health & safety risks and act proactively-, Follow group and company policies and procedures.
• Report any apparent deficiencies in systems of work or equipment.
• Use work equipment and PPE properly, per training received.
• Report issues or training needs to line manager and / or via incident reporting system.

Information Security

• Ensure compliance with Mitie's information security procedures.
• Proactively identify and report security risks to manager.
• Report actual and suspected security incidents.
  High level of leadership skill and experience with a proven track record of building and managing winning teams.

Qualifications

• Relevant retail industry experience and understanding of investigation processes.
• Computer literate with Microsoft Office and bespoke telematics / telecom software.
• Experience managing and monitoring KPI performance.
• Ability to lead and motivate a diverse team to provide excellent customer service.
• Experience managing CCTV monitoring.
• Experience working within a demanding fast-paced environment.
• SIA Licence holder - CCTV & minimum non-frontline SIA licence.
• Good communication skills, verbal and written English.
• Project management experience.
• Reliable, flexible and discreet.
• Solid organisational skills; coordinate multiple priorities and achieve tight deadlines.
• Ability to accurately follow detailed processes and, where required, write new policies.
• Confident and professional working approach and appearance.
• Resilient and tenacious with a 'can do' approach.

Desirable

• Knowledge of the retail market.
• Working knowledge of SOC processes - incident response, CCTV monitoring, remote access, key-holding.
• Experience operating industry-standard integrated security solutions.
• Experience achieving SLAs, identifying gaps and implementing improvements.
• Previous achievement of performance targets and driving performance metrics.
• Excellent report-writing and analytical skills with sharp attention to detail.

We provide a flexible benefits platform, including virtual GP, salary finance, extra holiday days, critical illness insurance, technology purchases, high-street discounts, cycle-to-work scheme, enhanced pension contributions, Mitie Matching Share Plan and Mitie Stars recognition.