Job objectives and responsibilities

The Service Delivery Manager is responsible for leading a professional, compliant and customer-focused security service across Airbus Defence & Space locations in Newport, Portsmouth and Stevenage. The role requires regular travel between all three locations to provide visible leadership, operational oversight and consistent service delivery. The post holder will ensure that all site operations are delivered in accordance with Mitie's contractual obligations, company policies and the Mitie Health, Safety & Security Business Standard.

The position provides strategic leadership, operational governance and people management to maintain safe, secure and welcoming environments for all occupants and visitors across the portfolio. Working closely with customer stakeholders at each location, the Service Delivery Manager will ensure that security operations meet agreed performance standards, drive continuous improvement initiatives, and maintain the highest levels of professionalism, compliance and service excellence throughout the teams.

Main duties

Operational Management
•    Oversee the daily delivery of all security services across the three Airbus Defence & Space locations (Newport, Portsmouth and Stevenage), ensuring compliance with contract requirements, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
•    Monitor service standards and proactively implement measures to improve quality, efficiency and customer satisfaction across all locations.
•    Maintain full operational oversight of the control room, CCTV, access control systems and patrol management arrangements across the portfolio.

Compliance and Governance

•    Ensure adherence to the client's Health, Safety & Security Business Standards, relevant legislation and Mitie policies across all three locations.
•    Conduct regular compliance audits, inspections and reviews, ensuring accurate documentation and timely completion of corrective actions.
•    Align security practices with relevant ISO frameworks, including ISO 27001 (information and physical security) and ISO 45001 (health and safety).
•    Procedures and Documentation
•    Develop and maintain comprehensive Security Operating Procedures (SOPs) and Assignment Instructions (AIs) for all three locations.
•    Ensure all procedures remain accurate, current and understood by all team members.
•    Facilitate regular briefings to ensure consistent operational understanding and service delivery across the portfolio.

People Leadership and Development

•    Lead, motivate and support the security teams across the three locations, setting clear expectations around performance, conduct and professionalism.
•    Ensure all officers hold valid SIA licences and receive mandatory and refresher training.
•    Deliver structured coaching, performance conversations and ongoing professional development.
•    Manage absence, welfare and conduct processes in line with Mitie policy.
•    Health, Safety and Risk Management
•    Maintain oversight of risk assessments completed by the Operational Support Team, ensuring they are regularly reviewed, updated and compliant with operational and legislative requirements.
•    Record, monitor and close out actions arising from audits, inspections and accident reports.
•    Promote a strong health and safety culture, engaging with customer representatives and operational teams across all locations to reduce risk and enhance awareness.

Client and Stakeholder Engagement

•    Act as the primary Service Delivery Manager and senior operational point of contact for all security matters across Newport, Portsmouth and Stevenage.
•    Build and maintain strong working relationships with customer representatives, building occupants and contractors across the portfolio.
•    Provide timely reports, updates and recommendations to senior stakeholders on performance, incidents and continuous improvement initiatives.
•    Travel regularly between all three locations to maintain visibility, stakeholder engagement and operational oversight.

Financial and Administrative Control

•    Maintain oversight of payroll validation, invoice accuracy and reporting compliance carried out by the Mitie Operational Support Team.
•    Liaise with the Mitie Operational Support Team to ensure appropriate resource planning and cost management across the portfolio.
•    Support budgetary compliance and contribute to financial forecasting where required.
•    Continuous Improvement and Reporting
•    Identify opportunities for service innovation and operational improvement across all three locations.
•    Produce regular performance reviews, trend analysis and recommendations to enhance service delivery.
•    Drive a culture of accountability, safety and professionalism throughout the security operation.

Person Specification

Essential
•    Proven experience managing corporate or large scale security operations.
•    Demonstrable experience in people leadership, performance management, and client engagement.
•    Excellent verbal and written communication skills.
•    SIA licence (Front Line).
•    Strong planning, analytical, and problem solving abilities.
•    Driving licence and must be prepared to travel  
•    Right to Work in the UK with a 5-year checkable history

Desirable
•    Experience working in partnership with Defense sector clients.
•    IOSH Managing Safely qualification or equivalent.
•    Proficiency in incident management systems and reporting tools.
•    Demonstrated ability to deliver operational excellence through innovation and teamwork

Health and Safety responsibilities

•    Follow Group and company policies and procedures at all times;
•    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;
•    Use all work equipment and personal PPE properly and in accordance with training received;
•    Report any issues or training needs to your  Line manager and /or  via your divisional incident reporting system;