Business Operations Manager

Role Overview

This role centres on the day-to-day commercial and operational management of a security solutions business unit, ensuring that guard training, deployment, and incident response run smoothly and efficiently. You will bridge client expectations with field operations, actively identifying upselling opportunities while maintaining high service standards. The position directly impacts client retention, revenue growth, and the overall reliability of the company’s smart security offerings.

Key Responsibilities

• Directly manage security operations, including real-time monitoring of control systems such as SIEM and Sentinel, and coordinate immediate responses to alarms or breaches.
• Lead incident management from detection through resolution, creating thorough reports within 24 hours and liaising with police and investigators as required.
• Oversee the scheduling, deployment, relief, and transfer of guards across assigned zones, conducting unannounced spot checks on field officers and supervisors.
• Conduct client site surveys to assess security needs and recommend tailored solutions, then follow up regularly to ensure satisfaction and identify opportunities for cross-selling or expanding services.
• Build and maintain the operations team by identifying skill gaps, designing training programs, and upskilling staff to meet evolving client demands.
• Support commercial bids and proposals by providing operational insights and cost estimates, and prepare yearly budgets for the operations area while monitoring adherence to spending limits.
• Ensure all operational processes comply with company standards and legal requirements, driving efficiency and cost reduction without compromising service quality.
• Work closely with the training team to align assignment-specific training with client expectations, and assist in writing procedures, incident reports, and business cases.

Requirements & Qualifications

• Proven track record in security management, with hands-on experience planning and coordinating both static and mobile security operations.
• Ability to independently prepare scopes of work, risk assessments, and the full paperwork required for security schemes.
• Strong working knowledge of security best practices, relevant legislation, and technology-driven solutions such as access control, CCTV, and SIEM platforms.
• Intermediate IT proficiency, particularly in the Microsoft Office suite (Word, Excel, PowerPoint), and a willingness to stay current with emerging security technologies.
• Demonstrated leadership and management skills, with a record of building trusted relationships with colleagues, clients, and external stakeholders at all levels.
• Sound judgment and calm decision-making under pressure, with a hands-on, problem-solving approach to incidents and operational challenges.
• Experience writing clear reports, procedures, and business cases, and the ability to adjust staffing levels to meet operational shortfalls.
• Financial acumen, including cost control, budgeting, and resource optimisation, coupled with the highest level of integrity and vigilance.