At a Glance
- Tasks: Lead a dynamic security team and enhance client relationships at the National Portrait Gallery.
- Company: Join a leading organisation focused on safety and exceptional service in a cultural landmark.
- Benefits: Full-time role with opportunities for professional growth and a vibrant work environment.
- Other info: Be part of a high-profile team that values diversity and continuous improvement.
- Why this job: Make a real impact on visitor safety while fostering a collaborative and inclusive culture.
- Qualifications: Proven leadership experience in customer service, excellent communication skills, and a passion for innovation.
The predicted salary is between 45000 - 55000 £ per year.
Job objectives and responsibilities:
- To develop and lead the Client relationships at a strategic and tactical level, ensuring the highest standards of operational service are delivered.
- Identify and deliver innovative added value solutions whilst maximising service levels.
- Lead the onsite team to continually review and drive account performance based on threat and risk levels.
- Work closely with the client to agree the security posture, drive innovation and cost savings, while supporting their requirements.
- Maintain both internal and external relationships with key organisations to maximise performance.
- Work closely with external stakeholders and emergency services to ensure the safety of all using the National Portrait Gallery.
- Responsible for the operation and continual development of the security staff, ensuring that KPIs are met and in line with client expectations.
- Ensure that procedures for the security staff remain current and up to date.
- Responsible for recruitment and retention of security staff.
Main duties:
- Team Leadership & Training: Foster a collaborative, high-performance culture across all service partners and internal teams. Lead regular team meetings to ensure all members are informed, engaged, and motivated.
- Work across all service points in the building, fully understanding the service requirements of each area.
- Provide tailored customer experience training aligned with client values and culture.
- Link team objectives to the business vision and strategy, actively supporting development needs.
- Be a champion for diversity, inclusion, health and safety, and One-Mitie collaboration across site.
- Ensure that the Site Supervisors are aligned to work as One Mitie and have the required development and training to fulfil their roles.
- Review training and development plans for the team with clear structure in place for delivery and review training needs analysis.
- Foster a collaborative workforce, leading on all training and development of officers.
Experience & Engagement:
- Act as the single point of contact (SPOC) for all NPG users and service teams, attending meetings and compiling agreed reports.
- Attend monthly stakeholder engagement meetings.
- Be visible and present at high profile NPG events, visits, and activities – share responsibilities with Security Supervisors.
- Promote and reinforce positive NPG behaviours and etiquette standards.
Process and Continuous Improvement:
- Use data and feedback to identify opportunities for continuous improvement, adapting services and tools to meet evolving needs.
- Prepare and issue communications and updates via email or other approved means.
- Take ownership of BAU projects and change initiatives, guiding them from idea to delivery.
- Generate regular security reports and send to the relevant people.
Planning & Partnership:
- Work strategically with the NPG Operations Team in both security and VEA team to coordinate building works, events, and activities.
- Partner with the wider workplace and NPG teams to deliver consistent service and exceptional experiences.
- Build strong relationships with the NPG stakeholders, including operations, HR, facilities, and executive leadership, aligning building safety and service with organisational goals.
- Actively engage with other partners and suppliers to encourage innovation and seamless “One-Mitie” operations.
Internal:
- Resolve any feedback escalations relating to the service provided by our team.
- Conduct investigations in conjunction with the client.
- Ensure team's personal objective goals are linked to business vision and strategy, facilitating and supporting development needs of the team.
- Actively build relationships with other partners and suppliers to ensure constant innovation and operation as One-Mitie.
- Be a champion for diversity and inclusion on site.
- Act in accordance with health and safety, and manual handling procedures as per training.
- Provision of any other services and activities commensurate to the needs of the business.
Innovation & Experience Design:
- Develop and launch initiatives that enhance wellbeing, inclusivity, collaboration, and satisfaction.
- Use data and feedback to identify opportunities for continuous improvement, adapting services and tools to meet evolving needs.
- Promote and implement workplace technologies that enable ease, connection, and productivity for all colleagues and visitors.
- Look at opportunities to deliver and enhance ‘Visitor First Engagement'.
- Gather feedback from teams and users to identify small-scale improvements and share success stories.
Person Specification – Key competencies:
- You are a knowledgeable customer experience professional skilled in face-to-face interaction and delivering exceptional service.
- Proven track record of comparable leadership experience over several years in modern high footfall workplaces within customer service establishments, preferably in the Heritage and Culture sector.
- Proactive, organised, and meticulous – passionate about Customer Experience.
- Excellent project and time management skills.
- Demonstrable experience transforming service delivery to meet new and improved standards.
- A winning mindset that implements a culture of success and is skilled at taking your team and peers on a journey.
- Essential to possess innovative qualities and be highly capable of taking an active lead role within a dynamic leadership team.
- Warm and engaging personality style, ability to quickly build rapport and relationships with site users and peers.
- Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence.
- Must be able to identify and resolve issues, and to meet and exceed the expectations of our client.
- Must be highly IT proficient and competent using visitor and space management tools.
- Knowledgeable and approachable - highly visible, always available and the obvious go-to person.
- High profile, professional, friendly, attentive, and inspirational leader.
- Connected, calm, and in control.
DSCCTVIOSH at the minimum - or willing to go on training.
Location: London
Employment: Full time
Closing Date: 26 August 2026
Security Operations Manager in London employer: Mitie Group
Mitie is an excellent employer, offering a flexible work environment with the opportunity for home working and convenient site visits in Norwich. With a strong focus on employee welfare, training, and development, we foster a supportive culture that encourages growth and collaboration, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Security Operations Manager in London
✨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 Security Operations 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 Security Operations Manager candidates.
✨Directly Apply to Mitie Group
Don’t forget to apply for the Security Operations 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 Security Operations Manager in London
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.
