Security Operations Manager (Control Room & Intelligence)

Role purpose

Client and control room operations

• Deliver client services including message handling, call logging, escalation, guarding support, disaster recovery, shrink and theft case building, and exception reporting.
• Build robust SOPs, processes, and procedures; drive continuous improvement and use information to inform decisions and responses.
• Coordinate with Lodge's South African operation to support joined-up client services, data-driven decisions, and threat and risk awareness.
• Review incident logs, escalations, shift resourcing, SLAs, quality, and standards; coordinate ad hoc guarding responses and client requirements.
• Collate intelligence and exception reports, build retail shrink or theft case files, and support disaster recovery activations.
• Lead and develop shift-based teams and work across control room, guarding, intelligence, and management functions.

Essential experience and capabilities

• Proven experience managing a control room, alarm receiving centre, security operations centre, or similar 24/7 or shift-based operation.
• Experience leading, scheduling, motivating, and developing shift-based teams.
• Strong understanding of message handling, call logging, escalation, and incident management.
• Experience gathering and collating intelligence and data and producing clear reporting; comfortable with exception reporting and case building.
• Proven record of building, documenting, and embedding effective SOPs, processes, and procedures.
• Confident using technology and systems to improve efficiency and outcomes; understands guarding operations and frontline response.
• Calm and decisive under pressure, with sound judgement in live incidents and a strong focus on client service.
• Strong communication and leadership skills; able to balance changing priorities across stakeholders.
• Awareness of relevant regulation and standards, including data protection and GDPR responsibilities.

Desirable experience and qualifications

• Security, guarding, or loss prevention sector experience is desirable.
• Background with an NSI- or SSAIB-accredited alarm receiving centre or control room, including BS 5979 or BS 8418, is desirable.
• Retail loss prevention, shrink or theft investigation, or case-building experience is desirable.
• Relevant qualifications, such as SIA, are mentioned as desirable; the source description cuts off after an incomplete reference to control room qualifications.