Regional Command Centre Manager

Job Title:

Regional Command Centre Manager

The Regional Command Centre Manager is responsible for the leadership, management, and continuous development of the Command Centre, ensuring the effective delivery of all operational activities in support of business resilience, incident response, crisis management, and stakeholder communication.

The postholder will provide day-to-day leadership to the Command Centre through a team of Supervisors, ensuring that all operational activity is delivered in accordance with agreed procedures, service standards, and business requirements. The Regional Command Centre Manager acts as the senior operational lead for Command Centre incidents, business disruptions, and crisis events, supporting GCS Security Management and wider leadership teams in the preparation for, response to, and recovery from incidents that may affect business operations.

The role is also responsible for maintaining operational readiness, driving continuous improvement across people, process, technology, and reporting, and ensuring the Command Centre delivers a professional, consistent, and resilient service always.

Key Responsibilities

Operational Leadership

• Lead the day-to-day operation of the Command Centre, ensuring all functions are delivered effectively, efficiently, and in accordance with established procedures and service expectations.
• Maintain oversight of Command Centre activity to ensure operational readiness, service continuity, and appropriate response capability across all shifts.
• Function as the senior operational lead for business disruptions, incidents, and crisis management events within the Command Centre remit.
• Ensure that all incidents are managed in a timely, professional, and controlled manner, with appropriate escalation and stakeholder engagement.
• Support the Security Manager in the ongoing development of the Command Centre operating model, service delivery framework, and response capability.

Incident and Crisis Management

• Lead the Command Centre response to operational incidents, business disruptions, and crisis events, ensuring coordinated management and effective communication throughout.
• Support leadership teams during escalated incidents by providing command, coordination, situational awareness, and accurate decision-support information.
• Ensure incident, event, and decision logs are maintained accurately and to the required standard.
• Oversee post-incident review activity where appropriate, ensuring lessons identified are captured and improvements are implemented.
• Collaborate with internal stakeholders and counterpart teams, including the US Command Centre, to ensure coordinated incident management and continuity of service.

People Management

• Provide effective leadership, supervision, and direction to Command Centre Supervisors, promoting a professional, accountable, and service-focused culture.
• Manage employee performance through regular one-to-ones, appraisals, coaching, mentoring, and structured development planning.
• Ensure Command Centre Supervisors and team members understand and comply with Assignment Instructions, Standard Operating Procedures, and escalation requirements.
• Address performance, conduct, attendance, and capability matter in line with company policy and procedure.
• Lead or support disciplinary processes, grievance matters, staff investigations, and other employee relations matters within the Command Centre as required.

Governance, Quality and Compliance

• Maintain responsibility for the quality assurance of all Command Centre reporting, communications, and formal outputs.
• Ensure accurate records are maintained for incidents, communications, audit activity, actions taken, and operational decisions.
• Lead and oversee daily, weekly, monthly, quarterly, and annual audit activity within the Command Centre.
• Monitor compliance with operational procedures, legal obligations, and internal standards, ensuring remedial actions are implemented where required.
• Ensure compliance with all relevant legislation, regulations, and company requirements, including Health and Safety, data protection, confidentiality, and information security obligations.

Stakeholder Management and Communication

• Act as a key point of contact for communications into and out of the Command Centre.
• Ensure information is communicated clearly, accurately, and through the appropriate channels to relevant stakeholders.
• Build and maintain effective working relationships with the Security Manager, internal stakeholders, counterpart teams, and…