Security Service Operations Manager

About the Role

As a Security Service Manager, you will lead security service operations across multiple locations, ensuring high-quality delivery, strong customer relationships, and reliable service performance. You will manage contracts, coordinate teams, track key performance metrics, and help ensure our security solutions are delivered safely, efficiently, and in line with customer expectations.

Responsibilities

• Oversee security service operations across assigned locations and ensure consistent service delivery.
• Build strong customer relationships through direct communication, active engagement, and tailored support.
• Manage service contracts and ensure compliance with service level agreements (SLAs).
• Track KPIs and service performance matrices, and respond promptly to service issues or disruptions.
• Lead, mentor, and support security personnel through coaching, training, and day-to-day guidance.
• Develop practical plans to improve service delivery, operational efficiency, and customer satisfaction.
• Coordinate technician work oversight and service ticket management to keep work moving effectively.
• Monitor budgeting and financial forecasting for the security service function.
• Own service outcomes with accountability, safety, and integrity by following security protocols, resolving issues quickly, and escalating risks without delay.
• Stay close to the work and close to the customer by conducting site assessments, reviewing daily operations, and understanding the real issues affecting service quality.
• Use KPIs, service performance data, and service ticket trends to drive continuous improvement through clear follow-up, practical problem-solving, and candid communication.
• Work as one team by collaborating with internal partners, clients, law enforcement, and emergency services to support a coordinated security approach.
• Balance service excellence with cost awareness by using data, planning, and financial forecasting to support effective decision-making.
• Develop people through trust, coaching, and clear expectations so the team can perform confidently in a fast-paced service environment.

Qualifications

• 3-5 years of experience in a security supervisory role or equivalent.
• Strong understanding of security systems and technologies.
• Excellent leadership and people management skills with the ability to motivate and develop a team.
• Strong verbal and written communication skills, with the ability to work effectively with clients and stakeholders.
• Ability to work under pressure and make sound decisions in emergency situations.
• Relevant qualifications in security management or a related field.

Nice to Have

• Certification in security management such as CPP or PSP.
• Experience in a corporate environment with a focus on facilities management.

Benefits

• Competitive salary.
• Paid vacation, holidays, and sick time.
• Comprehensive benefits package including medical, dental, and vision care available day one.
• Extensive product and on-the-job/cross-training opportunities with outstanding resources.
• Encouraging and collaborative team environment.
• Dedication to safety through our Zero Harm policy.

Pay

Hiring salary range: $105K–$154K (determined by education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data). This role offers a competitive bonus plan that takes into account individual, group, and corporate performance.