Security Operations Manager

Overview

As Security Operations Manager on site at the National Portrait Gallery, you lead a high-performing security team to deliver outstanding service and safety. You align security operations with client goals, drive innovation, and optimize performance across all service points. You collaborate with internal teams and external partners to ensure a seamless, welcoming visitor experience while upholding the organisation’s standards. You shape culture through training, governance, and continuous improvement, delivering measurable value for the client and site users.

Responsibilities

• Lead and develop the on-site security team to meet client expectations and KPIs
• Coordinate across service points and partners to ensure consistent service delivery
• Lead training, development plans, and a One-Mitie collaboration approach for site teams
• Engage with NPG stakeholders, attend meetings, and report on security posture and performance
• Manage recruitment, retention, and staff development; ensure safety and compliance
• Drive continuous improvement using data/feedback and own BAU and change initiatives
• Liaise with emergency services and external stakeholders to ensure site safety
• Plan and coordinate with NPG Operations and VEA teams for events, works, and activities
• Generate security reports and communicate updates to relevant stakeholders
• Resolve feedback escalations and ensure issues are resolved in partnership with the client
• Promote diversity, inclusion, and wellbeing within the security team
• Support new initiatives to enhance visitor experience and workplace technology
• Support the alignment of security with organisational goals and values
• Act as a visible, proactive, and approachable security leader on site

Key requirements

• Proven leadership experience in high footfall workplaces; heritage/culture sector preferred
• Excellent project and time management skills
• Experience transforming service delivery to higher standards
• Strong communication and relationship-building abilities
• Highly IT proficient and skilled with visitor/space management tools
• Ability to identify and resolve issues and exceed client expectations
• Knowledge of health and safety practices and incident management
• Comfortable with data-driven reporting and stakeholder engagement
• Proactive, organised, and collaborative mindset

• strong interpersonal communication
• customer-focused mindset
• proactive problem-solving
• IT proficiency
• visitor and space management tools
• data and reporting

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