Security Operations Manager in Newcastle upon Tyne

• Job overview
• Values and behaviours: Delivering the exceptional, every day

• Purpose and promises

• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

• Our culture – our core values and how we behave

• We are one

Mitie: we work as one to deliver a seamless, unrivalled service.

We are all in it together, if we can help a customer or colleague in any way, we will.

We are one Mitie.

• We are built on integrity and trust: integrity and trust are at the heart of all we do.

We are the face of company.

We treat others as we would like to be treated.

We are proud to work for Mitie.

• We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
• Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds.

Our diversity creates ideas and insights.

Everyone at Mitie has a voice and is treated as an equal.

• Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
• Job objectives and 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.

Main duties

• Deliver results within the designated area that meet or exceed budgetary and service delivery targets, maintaining full responsibility and accountability for outcomes.
• Ensure all officers within the store portfolio understand and comply with Mitie policies, legal obligations, and regulatory requirements.
• Maintain accurate and up‑to‑date Assignment Instructions, conducting regular reviews to ensure officer understanding and adherence.
• Maintain and regularly review Risk Assessments for all sites, ensuring compliance and officer awareness.
• Complete and sign off annual reviews of Risk Assessments and Assignment Instructions for all allocated sites.
• Identify and address any behaviours or situations that compromise the health, safety, or wellbeing of colleagues, customers, or officers, in line with Mitie's policies.
• Support compliance with Sainsbury's and Mitie QHSE (Quality, Health, Safety, and Environment) initiatives and all related legislation.
• Report and investigate all incidents thoroughly, identifying root causes and ensuring corrective actions are documented and implemented for audit purposes.
• Ensure all officer welfare, health and safety, and duty of care obligations are consistently met across the area.
• Investigate all customer complaints in line with Mitie processes, ensuring records are maintained and shared within KPI timescales.
• Ensure contractual and KPI requirements are met, aligning with the customer's expectations and service standards.
• Proactively manage recruitment to fill vacancies, working with agencies as needed to meet customer coverage KPIs.
• Manage recruitment and succession planning to maintain a high-performing team and ensure service continuity.
• Participate in the Sainsbury's weekend duty manager rota, fulfilling all related responsibilities.
• Build, lead, and develop a team of officers who embody Mitie's values and deliver service excellence.
• Ensure officers receive appropriate training, guidance, and support—inclusive appraisals, system and policy knowledge, feedback, and, where needed, performance management.
• Promote and implement Mitie's core values and bring to life the principle of delivering “The Exceptional, Every Day.”
• Ensure delivery of Mitie's induction, initial assessments, and comprehensive retail training for all new security officers within the area.
• Maintain strong communication, celebrate achievements, and contribute to building a positive Mitie community.
• Manage a defined number of Officer Development Leads (ODLs), providing direction, coaching, and support.
• Ensure all direct reports participate in a structured one‑to‑one process as outlined by the contract.
• Undertake duties relating to void properties, including site inspections and audits across the designated area.
• Maintain regular engagement with on‑site management teams, attend relevant meetings, and implement agreed actions within SLA timelines.
• Lead and manage formal disciplinary processes as required, including investigations, grievances, hearings, and tribunals.
• Continuously monitor health and safety risks, taking swift and appropriate actions to eliminate hazards in accordance with company procedures.
• Promptly report and investigate incidents, identifying root causes and ensuring that corrective actions are implemented and thoroughly documented to meet audit compliance requirements.
• Consistently uphold all Mitie obligations concerning Officer Welfare, Health and Safety, and Duty of Care.
• Ensure all contractual requirements, service level agreements (SLAs), and key performance indicators (KPIs) are consistently met or exceeded, aligning service delivery with client expectations.
• Manage recruitment processes by advertising vacancies through appropriate agencies and maintaining establishment levels to achieve the coverage KPIs specified by the client.
• Oversee recruitment and succession planning to ensure the portfolio of sites maintains the necessary capability to deliver consistently high‑quality service.
• Fulfil duty manager responsibilities by participating in the Sainsbury's weekend working rota as required.
• Promote and embed Mitie's core values, exemplifying “The Exceptional, Every Day” in all aspects of the role.
• Conduct duties related to void properties, including site inspections and audits within the designated area, ensuring compliance and operational standards are maintained.
• Maintain active communication channels, recognise team achievements, and foster the ongoing development of the Mitie Community.
• Manage a designated number of Security Officers in accordance with the contract structure.
• Utilise the workplace+ system, with particular focus on the KPI Centre, to ensure compliance with SIA licensing, visa requirements, the Working Time Directive, management of excessive consecutive shifts, and adherence to legal and industry standards, supporting progress towards NSI accreditation.
• Demonstrate the highest standards of honesty and integrity at all times in the execution of responsibilities as a Security Operations Manager.

Person Specification

• 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 and using it proactively 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.
• Personal Specification – continued
• Proven ability to work independently as well as collaboratively within a team environment.
• Resilient and tenacious, demonstrating a proactive ‘can do' attitude.
• Flexible and adaptable to changing work demands and environments.
• 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 provided that may result in failure of service delivery or risk to health and safety or the environment
• 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 your 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 incident

Our market‑leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household.

So you can get expert advice by video or phone without having to leave your home.

We offer financial wellbeing assistance through our Salary Finance scheme.

For example, you could access 50% of your earned pay before payday for a small fee.

Salary Finance also offers competitive loans.

When you join us, we'll give you a link to our flexible lifestyle benefits platform, Choices.

You might choose to purchase up to five extra days' holiday each year.

You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost.

There are many choices!

We give you access to high street discounts from thousands of well‑known retailers, gyms and more through our Mi Deals platform.

And we have a cycle‑to‑work scheme.

Life cover of up to four times your salary is available.

We also offer enhanced pension contributions, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work.

There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people.

Progressing your career is therefore a top priority for us.

We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Since 1987, Mitie's 76,000 employees have been maintaining companies globally.

We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Our market‑leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household.

So you can get expert advice by video or phone without having to leave your home.

We offer financial wellbeing assistance through our Salary Finance scheme.

For example, you could access 50% of your earned pay before payday for a small fee.

Salary Finance also offers competitive loans.

When you join us, we'll give you a link to our flexible lifestyle benefits platform, Choices.

You might choose to purchase up to five extra days' holiday each year.

You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost.

There are many choices!

We give you access to high street discounts from thousands of well‑known retailers, gyms and more through our Mi Deals platform.

And we have a cycle‑to‑work scheme.

Life cover of up to four times your salary is available.

We also offer enhanced pension contributions, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work.

There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people.

Progressing your career is therefore a top priority for us.

We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Our market‑leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household.

So you can get expert advice by video or phone without having to leave your home.

We offer financial wellbeing assistance through our Salary Finance scheme.

For example, you could access 50% of your earned pay before payday for a small fee.

Salary Finance also offers competitive loans.

When you join us, we'll give you a link to our flexible lifestyle benefits platform, Choices.

You might choose to purchase up to five extra days' holiday each year.

You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost.

There are many choices!

We give you access to high street discounts from thousands of well‑known retailers, gyms and more through our Mi Deals platform.

And we have a cycle‑to‑work scheme.

Life cover of up to four times your salary is available.

We also offer enhanced pension contributions, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work.

There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people.

Progressing your career is therefore a top priority for us.

We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

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