SOC Manager

Description

• Collaborate with other Mitie SOC's to ensure best practise.
• always Follow Group and company policies and procedures;
• Identify the need for and support in the implementation of personal development plans as identified
• The provide a B&Q SOC with a dedicated team, which has remote access to all B&Q locations and performs a number of support roles for the B&Q network.
• Be able to balance the day-to-day management of a core team of CCTV operators, with the organic growth as B&Q implement new business initiatives and expand the SOC operation.
• Deliver a monthly summary to the client at the monthly client review meeting.
• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
• Ensuring access to the room and its operation is limited to those permitted and that control policies are adhered for GDPR.
• Ensure all colleagues within the SOC comply with all GDPR, company and Client quality standards and any appropriate UK legislation.
• Maintaining relationships with national and local B&Q stakeholders
• To support the gathering of intelligence for freight crime colleagues
• Lead the B&Q SOC team through efficient deployment of people, equipment, systems and resources.
• Recognise the role played in supporting colleagues and B&Q employees providing support up to and including deployment of emergency services as required.
• Use all work equipment and personal PPE properly and in accordance with training received;
• Managing SOC Operators to ensure resources are deployed effectively in reactive and pro-active manner
• Provide support to Account Management & client(s) in accordance with the specific requirements of the contract in compliance with external & internal policies and procedures.
• Report actual and suspected security incidents;
• Identifying any skills gaps within the team and deliver any necessary upskilling and performance improvement in line with company policy and procedure.
• Responsible for the preparation &presentation of reports, recommendations, and periodic summaries
• Advocate and promote the Mitie brand and actively participate in the success of all company strategies.
• To establish and manage a team of SOC Operators who will provide remote services and support to the network of DC's and the stores.
• Complete an induction of spending time with DC and Store security to full appreciate their roles, gathering insight into the services required.
• Recruit, induct, train and lead SOC Operators
• Ensuring their continuous development through periodic reviews and annual appraisals.
• Proactively identify and report security risks to your manager;
• Oversight of the rota and growth plans for the SOC
• To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
• To build, lead, retain and support in the development of a team that believe and demonstrate through their work that Mitie is different to other Security service providers through:
• Ensure the delivery of the Mitie company induction, initial assessment and comprehensive training to all newly appointed security personnel.
• Liaise with the HR management team to ensure all issues are dealt with in accordance to company policy.
• Ensure compliance with Mitie's information security procedures in all activities;
• Ensuring behaviours and situations that endanger the health and safety and wellbeing of colleagues are identified and rectified in a timely manner in line with company policies.
• Proactively manage the SOC team to ensure high levels of performance and attendance including, Mi Reviews and KPI setting and review through the delivery of a robust coaching and mentoring culture
• Leading and supporting the Operators in their day-to-day duties
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
• Take active steps to maintain communication and recognise achievement and develop the Mitie Community
• Leading the B&Q SOC, consulting with the account team to support guarding and detective activity
• Responsible for ensuring all KPI's are met in accordance with contractual requirements.
• Engage with all appropriate recruitment agencies, actively manage and monitor establishment levels to ensure service delivery expected by the client.

Requirements

• Experience of managing the monitoring CCTV
• SIA Licence holder - CCTV & minimum non-frontline SIA licence
• Demonstrates a high level of leadership skill and experience and possess a proven track record for building and managing winning teams
• Experience of working within a demanding fast-paced environment
• Good communication skills, verbal and written English
• Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
• Ability to build and maintain relationships with a strong teamwork ethic
• An excellent working knowledge of all processes and procedures associated with a Security Operations Centre (SOC) including incident response, CCTV monitoring, remote access, and key-holding
• Ability to accurately follow detailed processes and where required write new policies
• Knowledge of the retail market
• Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions
• Relevant retail industry experience with the ability to demonstrate an understanding of investigation processes
• Excellent report-writing and analytical skills with sharp attention to detail
• Computer literate with a variety of software, including Microsoft Office (Outlook, Word and Excel) and bespoke software for telematics, telecoms to connect to vehicles & people.
• Confident and professional working approach and appearance
• Operating experience of industry standard integrated security solutions (CCTV, Access Control, Alarm Management)
• Experience of team working
• Demonstrate an exceptional understanding of all systems in use, enabling the team to respond appropriately to any signals or messages received and guide the team to do the same
• Ability to work under pressure in a controlled environment and make quick decisive and assertive decisions
• Reliable, flexible and discreet
• Previous achievement of performance targets and driving performance through utilising metrics
• Project management experience
• Experience of managing and monitoring KPI performance
• Ability to lead and motivate a diverse team to provide excellent customer service and empower individuals

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance