At a Glance
- Tasks: Lead a team to deliver exceptional service and improve operational performance.
- Company: Join Mitie, a supportive and innovative company in the security sector.
- Benefits: Enjoy competitive salary, training, career development, and great perks like discounts and free parking.
- Other info: Opportunity for career progression in a fast-paced environment.
- Why this job: Make a real impact by driving improvements and leading a dynamic team.
- Qualifications: Proven leadership experience and strong analytical skills required.
The predicted salary is between 56059 - 68517 £ per year.
Where: Mitie | 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY, UK
Hours: 40 hrs per week, Monday-Friday 9am-5pm with on-call (additional £200 per month)
What is in it for you?
- A competitive salary
- A friendly and supportive team
- Training, career development & progression
- A great selection of benefits including access to on-line GP services, death in service, share options and discounts for shopping, cinema, holidays, etc.
- Free on-site parking
About the role
We are a 24/7 Alarm Receiving Centre (ARC), providing remote assistance and support to multiple retail clients throughout the UK, responding to staff and building alarms, monitoring CCTV and engaging with emergency services when required.
As the Service Delivery Manager, you must lead a team of Team Managers and Operators, and deliver against our client SLAs, while ensuring compliance with BS5979. You must drive performance levels with effective communication, continually focus on improvement opportunities within the operation and monitor team and individual productivity.
Job Objectives & Responsibilities
- Conduct monthly operational performance reviews, analysing KPIs, SLA achievement, alarm volumes, response times, staffing utilisation, absence trends, and customer service metrics, presenting findings and improvement plans to senior management.
- Lead the investigation, analysis and reduction of false alarms across all client accounts, identifying root causes and implementing corrective actions to improve service efficiency and reduce unnecessary emergency service deployments.
- Produce and present monthly and quarterly business reports for clients and internal stakeholders, highlighting performance trends, risks, achievements and opportunities for continual improvement.
- Drive a culture of continuous improvement by analysing operational data, identifying trends and implementing initiatives to improve productivity, service quality and customer satisfaction.
- Lead customer service review meetings, ensuring actions are tracked, completed and aligned with contractual expectations.
- Support new business mobilisations, client onboarding activities and the development of operational procedures, ensuring a seamless transition into service.
- Manage performance against financial and operational targets, ensuring effective resource planning and budget awareness.
- Ensure all incidents, service failures, complaints and escalations are investigated, documented and reviewed, with lessons learned shared throughout the operation.
- Monitor staff welfare, engagement, wellbeing and retention, fostering a positive and inclusive working environment.
- Develop succession plans and talent development programmes to ensure operational resilience and career progression opportunities for colleagues.
- Maintain business continuity and contingency plans, ensuring operational readiness for major incidents and emergency situations.
- Collaborate with compliance, quality and audit functions to ensure all regulatory and contractual obligations are met.
- Oversee customer complaint management, ensuring prompt resolution and implementation of preventative measures.
- Utilise reporting tools and management information systems to provide meaningful operational insight and support strategic decision making.
- Build strong client relationships, understanding business requirements and acting as the primary escalation point for operational matters.
- Drive innovation and adoption of technology to improve operational effectiveness, reporting capability and customer experience.
Essential Skills & Experience
- Proven leadership experience managing managers and operational teams within a fast-paced environment.
- Strong stakeholder management skills with the ability to engage confidently with clients, senior leaders and external agencies.
- Advanced analytical skills with experience interpreting operational performance data and producing management reports.
- Experience using KPIs, SLAs and trend analysis to drive operational improvements.
- Excellent people management skills, including coaching, mentoring, performance management and succession planning.
- Strong problem-solving and decision-making capability under pressure.
- Demonstrable experience investigating incidents, complaints and service delivery issues.
- Excellent communication, presentation and report-writing skills.
- Strong organisational skills with the ability to prioritise multiple workstreams effectively.
- Experience leading change and continuous improvement initiatives.
- Proficient in Microsoft Office applications, particularly Excel, Power BI, Word and PowerPoint.
- Ability to build and maintain effective customer relationships.
- Experience managing absence, disciplinaries, grievances and employee relations matters.
- Understanding of workforce planning, rota management and resource forecasting.
- Experience delivering customer-focused services within a regulated environment.
Desirable
- Previous ARC, SOC, Control Room, Monitoring Centre or Contact Centre management experience.
- Working knowledge of BS5979, BS7858 and relevant security industry standards.
- Experience of remote CCTV monitoring operations.
- Experience of alarm monitoring, incident management and emergency service liaison.
- Knowledge of Security Industry Authority (SIA) licensing requirements.
- Experience managing false alarm reduction programmes and customer performance improvement plans.
- Experience supporting operational mobilisation and transformation projects.
- Knowledge of Power BI reporting and operational dashboard development.
Essential:
Applicants must have a 5-year checkable history. You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.
Location: Lurgan
Employment: Full time
Closing Date: 14 September 2026
Service Delivery Manager in Armagh employer: Mitie Group
At Mitie, we pride ourselves on being an excellent employer, offering a supportive and friendly work environment in Lurgan. As a Service Delivery Manager, you'll benefit from comprehensive training and career development opportunities, alongside a competitive salary and a range of perks including access to online GP services and discounts for various activities. Our commitment to employee wellbeing and continuous improvement ensures that you will thrive in your role while contributing to our mission of delivering exceptional service to our clients.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Armagh
✨Join Security Community Events
Dive into local security conferences and workshops. These events are goldmines for networking with industry professionals, and they often host recruiters looking for candidates for full-time roles like Service Delivery Manager. Plus, you can showcase your passion and familiarity with the latest trends!
✨Connect with Industry Experts
Utilise platforms like LinkedIn to follow and connect with leaders in security services. Engage with their content; it shows your interest and can spark conversations that might lead to job opportunities at companies like Mitie Group. Don’t hesitate to reach out and ask for insights or informational interviews!
✨Polish Your Online Presence
Make sure your online presence reflects your skills in security services – think certifications, relevant projects, or coursework. Share your expertise through blogs or posts discussing recent trends in security. This will make you stand out to employers searching for full-time Service Delivery Manager candidates.
✨Directly Apply to Mitie Group
Don’t forget to apply for the Service Delivery Manager role directly through our website! It not only ensures that your application is seen by the right eyes but also demonstrates your enthusiasm for joining Mitie Group.
We think you need these skills to ace Service Delivery Manager in Armagh
Some tips for your application 🫡
Highlight Relevant Certifications:When applying for a full-time position in security services, make sure to showcase any relevant certifications you have, like SIA or other security industry qualifications. This adds credibility and shows that you're serious about your career in this field.
Demonstrate Your Attention to Detail:In security roles, attention to detail is crucial. Use your CV and cover letter to provide examples of how you’ve noticed and addressed security vulnerabilities or hazards in past jobs. This will help us see your proactive approach to ensuring safety.
Tailor Your Experience:Don’t just list duties from previous jobs; instead, frame your experiences in a way that relates directly to the role at Mitie Group. Whether that's managing a team, conducting risk assessments, or successfully maintaining safety protocols, make this relevant to what we do.
Share Your Availability and Flexibility:Full-time roles often require a degree of flexibility. Make sure to clearly state your availability in your application, especially if you can work various shifts. This shows us your readiness to adapt to the needs of the role at Mitie Group.
How to prepare for a job interview at Mitie Group
✨Know Your Security Protocols
In the security services field, it's crucial to familiarise yourself with the latest security protocols and technologies. Brush up on things like surveillance systems, access control, and emergency response procedures. You'll likely face technical questions, so having a couple of solid scenarios or case studies ready can really impress your interviewers at Mitie Group.
✨Demonstrate Situational Awareness
Prepare to showcase your situational awareness skills. You might be put in hypothetical scenarios where you need to assess potential risks or respond to incidents. Practising how you’d handle these situations ahead of time can give you the confidence to articulate your thought process during the interview.
✨Emphasise Teamwork & Communication
Since security services often rely on effective teamwork and clear communication, be ready to share examples of how you’ve successfully collaborated in the past. Highlight any instances where you’ve had to relay critical information or work closely with other services – this is key for a role at Mitie Group.
✨Prepare for Behavioural Questions
You can expect a variety of behavioural interview questions focusing on your past experiences and how you've handled challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers. Sharing specific examples from previous security roles or related jobs will help demonstrate your problem-solving abilities and reliability to the team at Mitie Group.
