Operations Manager

Security Operations Manager

Main Purpose of Role

Reporting to the Head of Operations, the role holder will lead Security Operations teams and support and guide them through the on-going operation and development of our services and our people. They will ensure that exceptional service levels, client satisfaction, continuous improvement and innovation are provided to our customers.

PEOPLE

• Be a role model for positive attitude and respect for our colleagues;
• Demonstrate leadership in best practice people management by ensuring that our policies and procedures are embedded within our client contracts;
• Ensure our leadership team effectively enact our recruitment, onboarding and induction processes to ensure that we attract and retain high calibre colleagues, and provide new colleagues with an excellent experience at the start of their employment;
• Manage our Pathway to Success programme to set objectives and develop our colleague’s skills, knowledge and capabilities;
• Actively promote our Voice of the Colleague survey, interrogate results and roll out action plans as required;
• Lead and encourage a culture of reward and recognition, and proactively acknowledge the contributions of our colleagues;
• Lead a culture of health and well-being and encourage our colleagues to be open with their health and welfare concerns;
• Work closely with our HR Business Partner to manage employee relations and colleague welfare matters.

THE BASICS

• Be the single point of contact for our clients and reinforce our vision to ‘always be their partner of choice’;
• Ensure that our leadership team provide a first-class client and customer experience;
• Provide support across our client sites by advising on SLAs, KPIs, objectives and projects;
• Regularly review performance standards which deliver client and customer expectations;
• Interrogate management information systems which provide information to enable sound commercial judgement for decision making;
• Identify and manage challenges or risks that will impact service delivery and/or the contract;
• Ensure adherence to all legal requirements;
• Achieve EBIT, turnover and budget targets for the client contracts;
• Actively contribute towards the achievement of our strategic and operational targets and overall business aims.

ADAPTIVE & AGILE

• Drive a high-performance change culture across our business, lead from the front, anticipate the future and motivate the business to embrace change;
• Work closely with the wider leadership team to discuss actions, innovations and challenges;
• Support our business through change transformation for long-term sustainability, stimulate others to make change happen and actively sponsor new business critical changes;
• Understand the varying needs of the business, adapt to and manage different and conflicting views of change across our business at all levels;

IMAGINATION

• Lead innovation and development, and maintain market understanding and proposals for implementation of new ways of working;
• Develop external networks to enhance business opportunities
• Work in partnership with the Business Development Manager to support business development activity at tender preparation and contract mobilisation;
• Work collaboratively with our Technology and Innovation Director to foster a workplace culture of continuous improvement and consistently exceed our client and customer expectations.

SOCIAL VALUE

• Actively support and encourage a culture of social responsibility;
• Drive and lead a green agenda across our business;
• Actively promote and participate in events that support local charities

EARN TRUST

• Demonstrate and encourage trust, integrity and collaboration with all our colleagues and our clients;
• Build and maintain positive relationships with our clients to ensure the delivery of exceptional services and to safeguard our current and future business requirements;
• Build trust with every action and contact with our colleagues and clients.