The National Gallery has a key strategic objective to be the most welcoming gallery in the world. The Security Operations Manager (SOM) holds responsibility for managing the security operation at the National Gallery, with a clear focus on delivering a world-class guest experience through proactive, professional, and guest-focused security services. This role goes beyond traditional security management. The SOM ensures that all operational elements not only meet the safety and protection needs of the Gallery but also actively enhance the guest journey, creating an environment that is welcoming, safe, and aligned with the values and reputation for excellence of the Gallery. By leading a culture of guest service excellence, the SOM is responsible for developing and implementing security strategies, guest-focused policies, and procedures, while equipping the team with the skills and mindset needed to provide exceptional guest engagement. About the Role: Job Title: Security Operations Manager Location: Central London (WC2N) Salary: £54,300 per annum Hours: Average 40 hours per week Roster: Days - 4 on 4 off (as per needs of the business) Ideal Background: Proven track record in managing day-to-day security operations with a focus on service excellence-especially within cultural institutions where both artifact protection and visitor experience are top priorities. Strong experience in emergency preparedness and crisis management, tailored to the sensitive and high-profile nature of cultural environments. Skilled at building, leading, and motivating high-performing, visitor-facing teams that reflect your values and enhance your brand reputation. Well-versed in coaching, performance management, staff development, and welfare-ensuring a consistent and reliable team presence for your site. Experienced in developing and delivering specialist training to ensure your security team is equipped with the latest skills and cultural sensitivity. Skills and Qualities: Deep understanding of the unique security needs of museums and galleries, including balancing safety with accessibility. Hands-on expertise with key systems such as FLIR (CCTV), Gallagher and Traka (access control), and Fireworks/EST3/EMS (fire systems), ensuring your site is protected with industry-leading technology. Strong organisational and planning abilities to keep your operations efficient, compliant, and aligned with long-term security goals. Trusted partner to both internal and external stakeholders-experienced in managing expectations, communicating clearly, and building lasting client relationships. Confident in delivering clear briefings, reports, and policy updates to support transparency and accountability at all levels. Knowledgeable in GDPR, Health & Safety, and other regulatory frameworks to ensure full compliance and risk reduction for your organisation. Committed to consistently high service standards for both you and your visitors, ensuring a welcoming, safe environment at all times. Proactive in identifying and resolving service issues quickly to maintain operational continuity and customer confidence. Accurate and thorough in reporting and documentation, so you always have the right information when it matters most. Takes ownership and ensures every task is followed through, delivering reliability you can count on. Continuously looks for new ways to improve service delivery and introduce innovations that enhance both safety and the visitor experience. This role operates within a 7-day rota to provide continuous support and service coverage. Main Duties and Responsibilities: Strategic & Operational Leadership Work closely with the Account Manager to ensure all security operations are fully aligned with your needs, expectations, and the values of both CIS and the Gallery. Serve as the dedicated point of contact for all operational security matters, ensuring seamless communication and prompt resolution through coordination with internal teams. Take proactive steps beyond day-to-day duties to support the safety, success, and smooth running of the security operations. Lead the ongoing development of security operations, embedding industry best practices and service excellence into every aspect of delivery. Implement clear, visitor-focused security protocols and ensure all team members receive specialist training in both security and customer service creating a safe, welcoming environment for everyone on-site. Team Management & Development Provide strong, hands-on leadership to the security team, ensuring every team member understands their role in delivering a safe, professional, and welcoming environment. Oversee Security Duty Managers and the Loading Bay Supervisor to ensure high performance, accountability, and service consistency through regular team meetings, one-to-ones, and performance reviews. Conduct annual appraisals and take an active role in developing your team supporting individual growth and prioritising wellbeing to maintain a motivated and reliable workforce. Ensure all staff receive the right training for their roles, including customer service, cultural sensitivity, and local site knowledge, enhancing both security and visitor experience. Foster a culture where every team member is not just a guard, but a representative of the values-approachable, informative, and professional at all times. Keep the team fully informed with regular briefings on all security procedures, updates, and operational changes to ensure alignment with customer expectations. Continuously develop team capability to meet evolving site needs and provide a service that is proactive, flexible, and customer-first. Incident & Risk Management Act as bronze command during critical incidents to ensure a calm, professional, and well-coordinated response that protects your people, assets, and reputation. Work closely with Security Duty Managers and Control Room Supervisors to manage incidents swiftly and effectively, with minimal disruption to your operations or visitor experience. Ensure all incidents are escalated, handled, and reported transparently and in full compliance with agreed procedures. Following any incident, share key learnings and implement improvements to strengthen future response and enhance overall site safety and service quality. Communication & Stakeholder Engagement Regularly engage with key stakeholders across the Gallery to build strong relationships and ensure coordinated security efforts. Raise the profile of the security department by ensuring clear, proactive communication with the customer regarding procedures, processes, and operational updates. Security Systems & Maintenance Knowledge of FLIR (CCTV), Gallagher and Traka (Access Control) and Fireworks/EST3/EMS (Fire systems) desirable. Investigate and respond to security incidents, including root cause analysis and remediation. Stay current with the latest security trends, threats, and technology solutions. Benefits: Health care plan (HSF) Perk Box (HSF) - discounts & offers from cinema tickets to days out Cycle to work scheme A view for career development Recognition awards And much more A globally recognised Security Solutions Specialist delivering service excellence, to our Customers, Colleagues, and Communities. CIS is an independently owned business providing professional security solutions across the UK and Ireland. Our people are at the heart of everything we do. They have a sense of belonging and togetherness that manifests itself in operational excellence and world-class customer service. CIS Security is a multi-award-winning company, recently being awarded World's Happiest Workplace in 2025. At CIS Security Ltd, we do not just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our Customers, Colleagues, and Communities. CIS Security Ltd is proud to be an equal opportunity employer and value diversity. We welcome applications from all sections of the community. All employment is decisions are based on qualifications, quality, and business needs. Due to the volume of applications, if we have not contacted you within three weeks of initial contact then unfortunately you have not been successful on this occasion.