Establish, lead, and manage a Security Operations Centre (SOC) team to provide remote security services for B&Q sites. The role ensures operational efficiency, KPI compliance, stakeholder engagement, and support to account management.,
Core Responsibilities
* Lead the B&Q SOC team: deploy people, equipment, systems and resources.
* Recruit, induct, train and manage SOC operators.
* Ensure all KPI's and contractual requirements are met.
* Maintain relationships with national and local B&Q stakeholders.
* Provide support to Account Management & clients per contractual and policy requirements.
* Gather intelligence for freight crime colleagues.
* Prepare and present reports, recommendations and periodic summaries.
* Own Department AI's and RA's; oversee rota and growth plans.
* Support emergency services deployment as required.
* Ensure GDPR compliance: access control, data privacy and control policies.
* Conduct regular reviews, KPI reviews, coaching and mentoring; perform annual appraisals.
Main Duties
* Deliver results that meet or exceed budget and service delivery, accountable for SOC operations.
* Collaborate with other Mitie SOCs to promote best practice.
* Ensure GDPR, company, client quality standards and UK legislation compliance.
* Balance day-to-day management of core team with organic growth of SOC.
* Deliver monthly summary to client at monthly review meeting.
* Advocate Mitie brand and participate in company strategies.
* Identify and address skills gaps; deliver upskilling and performance improvement.
* Implement personal development plans and training for new personnel.
* Maintain communication, recognise achievements and develop the Mitie Community.
* Engage recruitment agencies and monitor service delivery levels.
* Work with HR for issue resolution per policy.
* Identify health & safety risks and act proactively-, Follow group and company policies and procedures.
* Report any apparent deficiencies in systems of work or equipment.
* Use work equipment and PPE properly, per training received.
* Report issues or training needs to line manager and / or via incident reporting system.
Information Security
* Ensure compliance with Mitie's information security procedures.
* Proactively identify and report security risks to manager.
* Report actual and suspected security incidents.
High level of leadership skill and experience with a proven track record of building and managing winning teams.
Qualifications
* Relevant retail industry experience and understanding of investigation processes.
* Computer literate with Microsoft Office and bespoke telematics / telecom software.
* Experience managing and monitoring KPI performance.
* Ability to lead and motivate a diverse team to provide excellent customer service.
* Experience managing CCTV monitoring.
* Experience working within a demanding fast-paced environment.
* SIA Licence holder - CCTV & minimum non-frontline SIA licence.
* Good communication skills, verbal and written English.
* Project management experience.
* Reliable, flexible and discreet.
* Solid organisational skills; coordinate multiple priorities and achieve tight deadlines.
* Ability to accurately follow detailed processes and, where required, write new policies.
* Confident and professional working approach and appearance.
* Resilient and tenacious with a 'can do' approach.
Desirable
* Knowledge of the retail market.
* Working knowledge of SOC processes - incident response, CCTV monitoring, remote access, key-holding.
* Experience operating industry-standard integrated security solutions.
* Experience achieving SLAs, identifying gaps and implementing improvements.
* Previous achievement of performance targets and driving performance metrics.
* Excellent report-writing and analytical skills with sharp attention to detail.
We provide a flexible benefits platform, including virtual GP, salary finance, extra holiday days, critical illness insurance, technology purchases, high-street discounts, cycle-to-work scheme, enhanced pension contributions, Mitie Matching Share Plan and Mitie Stars recognition.
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