Control Centre Manager

Working within the Estate Control Centre (ECC) operating 24/7 at the heart of the Estate, providing operational control through the strategic direction of the Director Group Security and operational command of the Associate Director, Security. The CCM is responsible for overseeing the daily running of the ECC, with a view to controlling incidents and ensuring estate wide communications are established as and when required, in order to provide a safe environment to work, visit and reside.

Starting salary for this position: £61,253

Shift/Work Pattern: 4 on 4 off - between 06:00 - 18:00 or 18:00 - 06:00

Closing Date: 4th May 2026

• Provide operational leadership and oversight for incident management within the Estate Control Centre.
• Act as Shift Second‑in‑Command (2iC) and deputise for the Security Duty Manager when required, in line with duty arrangements.
• Manage and supervise all staff on duty within the Estate Control Centre.
• Report relevant issues, incidents, and matters of concern, and maintain regular liaison with the Estate Control Centre Manager (ECCM).
• Co‑ordinate and manage the response to alarms, incidents, and estate‑related issues.
• Maintain direct liaison with the Security Duty Manager and the Security Management Team, ensuring timely awareness of incidents and developments.
• Oversee subsidiary package control rooms and their staff.
• Ensure incidents are accurately recorded on the Incident Management System (IMS), including review of the previous 12 hours’ reports and appropriate handover or completion.
• Ensure CCTV usage complies with Assignment Instructions (AIs), Codes of Practice, and disclosure requirements.

• Ensure estate‑wide communications are established when required during incidents.
• Direct out‑of‑hours contact with directors, senior management, key holders, and emergency or specialist services in line with escalation arrangements.
• Ensure effective briefings and handovers between shifts.

• Ensure ECC Co‑ordinators, Security Supervisors, and Security Control Room Officers (SCROs) are briefed, competent, and carry out their duties effectively.
• Ensure staff are fully conversant with Assignment Instructions (AIs), Standard Operating Procedures (SOPs), and Emergency Procedures.
• Ensure training, guidance, welfare support, and performance oversight are provided, taking remedial action where necessary.

• Ensure required paperwork, online documentation, and Quality Assurance Plan tasks are completed.
• Ensure incidents, faults, and hazards are correctly reported via IMS and referred to the appropriate internal departments.
• Maintain liaison with Technical Security teams regarding systems and equipment.
• Ensure the ECC environment is maintained, clean, and tidy, reporting defects as required.

• Carry out any other reasonable duties as directed by the Security Management Team.

• Evidence of continuous professional development in security and at managerial level is essential.
• Relevant experience in Police, Military or Security (manned guarding) industry is desirable.
• Ability to understand incident management and the principles involved in all stages.
• Training experience would be highly advantageous.
• Proven track record encompassing operational and administrative focus with a high standard of punctuation and grammar.
• Innovative and proactive thinker with strong negotiation skills.
• Team management, performance monitoring and quality management skills.
• Able to demonstrate understanding of security aspects in a commercially driven and customer orientated business.
• Must be flexible and diplomatic, with the ability to constructively challenge existing practices and capable of driving change.
• Excellent communicator with sound organisational skills.
• Ability to provide effective professional levels of customer service and promote the company core values.
• Computer literacy with a working knowledge of current computer systems and technical skills is essential.
• Prepared to work a varied shift pattern and be flexible.

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect.

Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.

In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it’s vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.

• Diversity and Inclusion: We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential.
• Flexible Working: As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity.
• Learning and Development: At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals.
• Other Benefits: We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind.