Location: King's Cross, London
Reporting to: GSOC-EMEA Operations Manager
Pattern: 4 on 4 off including nights and weekends
Contract: Full-time
Pay: £23.17ph

Duty Shift Manager - GSOC-EMEA

The Global Security Operations Centre (GSOC-EMEA) operates 24/7 in support of a leading social media company, protecting its people, property and operations across the EMEA region. The Duty Shift Manager owns the daily operation of the GSOC on shift. You are the incident leader for business disruptions and crisis events, and the line manager for the Lead Operator and Operator team. You are accountable for all vendor actions delivered on your shift, for the quality of the service against contractual KPIs, and for developing the people and processes that keep the centre ready to respond.

Essential requirements

• Valid SIA licence (Public Space Surveillance / CCTV)
• 2+ years managing a team in a 24/7 control room, GSOC or comparable operational environment
• Demonstrable experience acting as incident lead or incident commander during live events
• Working knowledge of core people-management processes: rostering, absence, performance, conduct and capability
• Confident operating CCTV/VMS, access control and alarm-monitoring platforms
• Fluent written and spoken English, with the ability to brief senior leadership clearly and concisely
• Eligibility to work in the UK and to pass enhanced security screening

Key responsibilities

Incident & crisis leadership

• Act as incident leader for business disruptions and crisis events, and support senior management during escalated activations
• Own the operational response alongside GSOC and Global Security leadership: prepare, respond, recover
• Make and own time-critical decisions within agreed escalation thresholds; escalate promptly and accurately when authority limits are reached
• Produce and quality-assure incident reports; brief leadership on potential and realised incidents
• Lead post-incident reviews, capture lessons learned, and drive the resulting improvements to plan
• Oversee dispatch of security officers, ERT, facilities, police, fire and EMS as required
• Work with the Fusion team on internal and external intelligence relating to events that may affect the client regionally or globally

People & vendor management

• Lead, coach and develop the Lead Operator and the Operator team, covering both vendor and client learning pathways
• Own all vendor people processes on shift: rostering, scheduling, holiday and absence management, performance management, E-Learning, SIA licence renewals, onboarding documentation, Assignment Instruction and Risk Assessment compliance, 121s and reviews
• Complete initial HR processes relating to conduct and capability, escalating through the correct channel
• Manage apprenticeships and coursework activity within the team
• Partner with the training team to identify and create development opportunities
• Build team spirit and a genuine learning culture; initiate team activities and development

Operations & technology

• Oversee the Lead Operator on shift setup: written and verbal handover, operational chat updates, noticeboard review
• Monitor call volume, alarm response and report quality to ensure service meets contractual KPIs
• Monitor and improve team performance on routine and emergency calls, and on fire, door and duress alarm handling
• Review performance data via client dashboards for all cameras and alarms; use it to drive team development and highlight risk
• Identify GSOC requirements for additional software, hardware or staffing, and build the case for change
• Develop and deliver technology and process improvements that raise operational readiness

Stakeholder engagement & projects

• Communicate new business processes and procedures clearly to the team
• Provide the link between shift operations and the wider vendor and client organisations
• Work closely with counterpart Operations Managers across connected sites to maintain consistent standards and communication
• Take an active role in projects, from consulting through to full ownership depending on scope
• Disseminate information to key partners using established communication channels and best practice
• Build relationships across the Global Security function and wider cross-functional teams
• Respond to management communication promptly and meet agreed deadlines

Skills and attributes

Core

• Strong decision-making under pressure, in both crisis and non-crisis situations
• Remains calm, clear and professional under stress; speaks with authority and gives unambiguous direction during emergencies
• Strong analytical, critical-thinking and problem-solving skills
• Able to interpret operational data and turn it into performance and development actions
• Strong organisation and planning skills, comfortable defining structure in ambiguous or grey areas
• Excellent interpersonal, networking and team-working skills
• Able to multitask and discern patterns in detail across competing priorities
• Trusted with highly confidential information
• Communicates effectively with every level of leadership

Valued in addition

• Project management experience
• Confidence presenting to leadership and management audiences
• Strong general IT proficiency, including hardware and software troubleshooting

Desirable experience and qualifications

• Level 3 management qualification or above
• Background in Business Continuity or Incident Management, ideally against a recognised framework (e.g. ICS or equivalent)
• Understanding of crisis operations, risk management and crisis communication
• Experience in technology-sector or global corporate security
• Experience with mass-notification and life-safety systems
• Demonstrated ability to work autonomously with full accountability