Security Operations Manager – Elevate Safety & Service in Portsmouth

Job Overview

Location: Regional - Southampton / Portsmouth

Responsibilities:

• Maintain and promote the Mitie brand and reputation by delivering an industry-leading security service across all assigned locations.
• Maximise contract efficiency and sustainability by integrating people, systems, and technology to deliver intelligence-led services informed by risk assessment and data analysis.
• Effectively manage a designated portfolio of non‑trading sites, ensuring all contracted and temporary hours are covered by fully trained and competent officers, meeting client expectations.
• Contribute to the overall success of the Sainsbury's contract by supporting the delivery of high-quality training and continuous coaching for all security personnel.
• Optimise the performance of the Officer Development Lead (ODL) by ensuring all training and development initiatives are delivered to the highest standards within the area of responsibility.
• Provide full operational cover for your designated “buddy” Security Operations Manager (SOM) during periods of absence, ensuring all key performance indicators (KPIs) and service levels are maintained.
• Conduct regular visits to all stores within your area to establish and maintain strong working relationships with store management teams and frontline colleagues.
• Deliver results within the designated area that meet or exceed budgetary and service delivery targets.
• Ensure all officers understand and comply with Mitie policies, legal obligations, and regulatory requirements.
• Maintain accurate and up-to-date Assignment Instructions and risk assessments for all sites.
• Identify and address behaviours or situations that compromise the health, safety, or wellbeing of colleagues, customers, or officers.
• Support compliance with Sainsbury's and Mitie QHSE initiatives and related legislation.
• Report and investigate all incidents thoroughly, identifying root causes and ensuring corrective actions are documented and implemented.
• Proactively manage recruitment to fill vacancies, working with agencies as needed to meet customer coverage KPIs.
• Lead and develop a team of officers who embody Mitie's values and deliver service excellence.
• Promote and implement Mitie's core values and the principle of delivering “The Exceptional, Every Day.”
• Manage a defined number of Officer Development Leads (ODLs), providing direction, coaching, and support.
• Lead and manage formal disciplinary processes and investigations as required.
• Continuously monitor health and safety risks and take swift actions to eliminate hazards in accordance with company procedures.
• Maintain active communication channels, recognise team achievements, and foster the ongoing development of the Mitie Community.
• Utilise the workplace+ system to ensure compliance with SIA licensing, visa requirements, the Working Time Directive, and other legal and industry standards.
• Demonstrate the highest standards of honesty and integrity in all responsibilities as a Security Operations Manager.

Qualifications & Experience:

• Excellent organisational and time management skills with the ability to prioritise effectively.
• Confident and professional approach to work, maintaining a polished appearance at all times.
• Proven experience in delivering high‑quality customer service.
• Strong understanding of Service Level Agreements (SLAs) and the ability to develop and implement effective action plans.
• Skilled in creating, building, and executing business improvement plans to drive operational excellence.
• Ability to establish and maintain positive working relationships with internal and external stakeholders at all organisational levels.
• Hold and maintain a current frontline SIA licence (training may be provided for suitable candidates).
• Comprehensive knowledge of physical security technologies, including access control systems, CCTV, and alarms.
• Strong analytical, statistical, and numeracy skills with keen attention to detail and excellent observation and listening abilities.
• Competent in interpreting data to inform and recommend business improvements.
• Experienced in identifying and investigating internal and external theft, with the confidence to challenge existing practices and implement protective measures.
• Proven track record in interviewing, selecting, and screening applicants in compliance with BS7858 standards.
• Hold a full UK driving licence.
• Capable of conducting thorough internal and external investigations to professional and successful conclusions.
• Flexible approach to working hours with a willingness to travel as required.
• Exceptional verbal and written communication skills, demonstrating clarity and professionalism.
• Proven ability to work independently as well as collaboratively within a team environment.
• Resilient and tenacious, demonstrating a proactive “can do” attitude.
• Competent in literacy, numeracy, and IT, with skills at a medium user level.
• Willingness to pursue a management apprenticeship, if not already attained, to support ongoing professional development.

Health and Safety Responsibilities:

• Follow group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment that may compromise service delivery or pose health and safety risks.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your line manager and/or via the divisional incident reporting system.

Information Security:

• Ensure compliance with Mitie's information security procedures in all activities.
• Proactively identify and report security risks to your manager.
• Report actual and suspected security incidents.

Benefits:

• Virtual GP available by video or phone for you and household members.
• Salary Finance scheme – access up to 50% of earned pay before payday.
• Flexible lifestyle benefits platform (Choices) offering extra days’ holiday, critical illness insurance, dental treatment, and technology products.
• High street discounts via MiDeals platform.
• Cycle‑to‑work scheme.
• Life cover up to four times salary.
• Enhanced pension contributions and a save‑as‑you‑earn scheme.
• Mitie Matching Share Plan (free shares possible).
• Recognition through Mitie Stars and monthly cash prizes.

EEO Statement:

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition and need reasonable adjustments during the recruitment process, please let us know.