Remote Monitoring Centre Manager
Mitie Cleaning & Hygiene Services
Job Objectives And Responsibilities
* To deliver results from the crime and security teams that meet or exceed service delivery requirements through full responsibility and accountability.
* Ensure the delivery of reliable intelligence highlighting potential crime and security threats, proactively driving risk management and contributing to a safe and secure environment.
* Deliver an industry‑leading Remote SOC team providing strategic direction internally.
* Instill an intelligence‑sharing culture internally to support the Crime Intelligence Team.
* Lead the SOC team supervisors through efficient deployment of people, equipment, and systems.
* Support daily duties ensuring access control policies are adhered to and relevant building information is shared to drive efficiencies.
* Provide support to the line manager in accordance with contract requirements and internal policies and procedures.
* Ensure all KPI targets are met in accordance with contract requirements.
* Ensure all GDPR requirements are met by all SOC functions.
Main Duties
* Delegate and coordinate workload, liaising with SOC supervisors to ensure targets are achieved within correct timescales.
* Work collaboratively with other SOC functions to ensure an effective workflow delivering the right output within the right timescales.
* Ensure all colleagues within the SOC comply with GDPR, company and client quality standards and relevant UK legislation.
* Project‑manage and implement new business initiatives, actively networking with external working groups when required.
* Complete ad‑hoc projects as designated by the account manager within set timeframes and to required standards.
* Lead the SOC and crime/intelligence team to ensure incident management, live monitoring and other core tasks are completed in line with all agreed SLAs.
* Demonstrate an excellent understanding of all systems in use, enabling the team to respond appropriately to signals or messages received.
* Advocate and promote the Mitie brand and actively participate in company strategy success.
Requirements
* Demonstrate a high level of leadership skill and experience, with a proven track record for building and managing winning teams.
* Relevant retail industry experience with understanding of investigation processes.
* Computer literate with Microsoft Office and bespoke software.
* Experience managing and monitoring KPI performance.
* Ability to lead and motivate a diverse team to deliver excellent customer service.
* Strong relationship‑building skills with a teamwork ethic.
* Experience managing CCTV monitoring and working in a fast‑paced environment.
* SIA Licence holder – CCTV & minimum front‑line guarding.
* Ability to work under pressure and make quick, decisive decisions.
* Excellent communication skills in English.
* Project management experience and reliable, flexible, discreet.
* Solid organisational skills with the ability to coordinate multiple priorities and meet tight deadlines.
* Attention to detail and ability to write new policies.
* Professional appearance and resilient, tenacious attitude.
Build, Lead, Retain And Support In The Development Of a Team
* Proactively manage team supervisors and crime/intelligence teams to ensure high performance and attendance.
* Provide continuous development through reviews, appraisals and coaching culture.
* Identify skills gaps and deliver upskilling and performance improvement per company policy.
* Deliver Mitie induction, assessment and training to all newly appointed security personnel.
* Support the implementation of personal development plans.
* Communicate and recognise achievements, developing the Mitie Community.
* Engage recruitment agencies, manage establishment levels to meet client service delivery expectations.
* Liaise with HR to ensure all issues are addressed per company policy.
* Identify and rectify health and safety and wellbeing endangerments in line with company policies.
Desirable Skills And Experience
* Knowledge of the retail market.
* Working knowledge of all processes and procedures of a manned SOC (incident response, CCTV monitoring, remote access, key‑holding).
* Experience with integrated security solutions (CCTV, access control, alarm management).
* Experience achieving SLAs, identifying gaps and implementing improvements.
* Track record of performance targets and data‑driven performance.
* Excellent report‑writing and analytical skills.
Benefits
Mitie offers a flexible lifestyle benefits platform with extra holiday days, critical illness insurance, dental treatment, technology products and high‑street discounts. A cycle‑to‑work scheme, life cover up to four times salary, enhanced pension contributions, a Mitie Matching Share Plan, and free shares for exceptional performance are also available. Employees receive Mitie Stars recognition, monthly cash prizes, and bonuses up to £10,000. Continuous training and career progression support are integral to Mitie’s culture.
Commitment to Inclusion
Mitie is committed to ensuring an inclusive and accessible recruitment process. If you have a disability or long‑term condition and need adjustments, please email us.
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