Security Operations Manager; Control Room & Intelligence

Integrated Solutions Director

Redditch Based

Permanent / FT

Due to expansion Lodge Security are looking for an experienced and highly capable Security Operations Manager to lead the people and processes at the heart of the control room within our growing Integrated Solutions Division. Sitting alongside our guarding operation and our intelligence and data function, this role owns the safe, professional and consistent delivery of our control room services – keeping our clients protected, informed and supported around the clock.

You’ll play a key role in leading and developing our control room team and owning the delivery of bespoke client support services – including message handling, call logging, escalation, support to guarding provision, disaster recovery, shrink and theft case building and exception reporting. Taking a solution-led approach, you’ll have overall responsibility for building robust, efficient and impactful SOPs, processes and procedures that drive continuous improvement and turn information into clear, insightful and informed outcomes – driving response, informing decisions and demonstrating the value we deliver to our clients.

You’ll also work closely with Lodge’s South African operation to deliver a joined-up, comprehensive solution for our clients – opening up real opportunity for more process-driven and data-driven decision making, and for sharper threat and risk analysis and awareness across the operation.

You will be a confident leader, a calm problem-solver and highly organised, with a keen attention to detail (and a talent for keeping a lot of plates spinning!). You’re an experienced control room, alarm receiving, guarding or security operations manager who thrives on leading shift-based teams and bringing order to a fast-moving, 24/7 environment. No two days look the same for you.

One morning you might be reviewing overnight incident logs, escalations and shift resourcing, and by afternoon you’re coordinating a last minute, ad-hoc guarding response, handling a client’s message and call-logging requirements, and making sure nothing slips through the cracks. The next day you’re collating intelligence and exception reports, building a shrink or theft case file for a retail client, or supporting a disaster recovery activation – all while keeping a close eye on SLAs, quality and standards.

You’re comfortable working independently but also able to connect, manage and motivate the wider team to keep the operation running whatever the pressure.

You bring a methodical, data driven approach to everything you do, know how to prioritise when everyone needs everything at once, and don’t need someone looking over your shoulder to get the job done right. You’ll work closely with our control room, guarding, intelligence and management teams to keep our services running smoothly, safely and to a consistently high standard.

You’ll be accountable for the operational front line of the company, so strong leadership, clear communication, sound judgement under pressure and a genuine focus on client experience are just as important as your technical and analytical ability.

• Proven experience of managing a control room, ARC, security operations centre or similar 24/7 / shift-based operation
• Strong people management, with experience of leading, scheduling, motivating and developing shift-based teams
• Strong understanding of message handling, call logging, escalation and incident management
• Experience of intelligence gathering, data collection and collation, and turning it into clear…