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About the Role

The Global Security Operations Center (GSOC) Operations Manager is an experienced professional who has expertise in managing people, process and technology in the control room environment. This role involves shift-based team leadership, strategic program oversight, effective communication, and policy and procedure development, as well as technical and project management. Key functional areas include security alarm monitoring, dispatching, stakeholder involvement, data-driven reporting, performance assessment, travel safety, and critical incident response management. The GSOC Manager drives process implementation and refinement, manages projects, collaborates across teams, maintains stakeholder relationships, and supervises a team of Supervisors.

Responsibilities

Oversee the coordinated development and maintenance of policies and procedures related to the GSOC and affected stakeholders
Lead the team by providing both strategic direction and hands-on guidance to team members in handling effectively related issues
Ensure appropriate staffing coverage and alignment of position responsibilities for each shift
Supervise the implementation of new technologies and business processes to improve efficiency
Initiate and maintain strategic planning to keep pace with growth of business teams, number of sites and evolving customer and stakeholder needs; constant improvement of GSOC capabilities
Build, lead, manage, and motivate teams in a dynamic, rapidly-evolving and cross-functional environment that is centered around the use of people, process and technology to ensure life-safety, security and resiliency at corporate sites
Monitoring and tracking key performance indicators (KPIs) as per client MSA
Ensure compliance with client expectations and policies, monitor assets and make rapid notifications via mass communication tools to stakeholders
Provide enterprise detection and coordinated response to physical security, safety and business continuity events
Develop and maintain security-services performance metrics and related reports
Provide assistance to field-based security specialists, site security facilitators, and program stakeholders
Stay at front edge of industry best practices relating to control center security management and related services

Requirements

Minimum of 5-years of experience in Corporate Security or a similar role
At least 2-years leading and managing all aspects of a corporate control center
Extensive experience and knowledge of various access control platforms, video management systems and incident management applications/software
Demonstrated effectiveness in managing complex people, process and technical projects
Excellent analytical and problem-solving skills to drive process improvement
Excellent communicator, whether writing, speaking or presenting
Demonstrated expertise in developing, implementing and managing control center programs
Experience gathering and analyzing data to create useful metrics that support positive change
Demonstrated ability to manage effectively change and conflict
Adept at managing crises; provide front-line leadership in coordinating responses to a myriad crisis situations
Ability to lead a cross-functional team
Dependable team player with strong business acuity, enthusiasm and a positive attitude
Impeccable work ethic and a high degree of integrity
General knowledge and understanding of State and Federal Employment laws
Extensive experience using Lenel Enterprise OnGuard
Licensing requirements are subject to state and/or local laws and regulations and may be required prior to employment

Skills

People management
Process management
Technology management
Control room environment expertise
Shift-based team leadership
Strategic program oversight
Effective communication (writing, speaking, presenting)
Policy and procedure development
Technical project management
Security alarm monitoring principles
Dispatching and resource allocation
Stakeholder involvement
Data-driven reporting (metrics)
Team and task-specific performance assessment
Travel safety and security
Critical incident response management
Access control platforms
Video management systems
Incident management applications/software
Analytical skills
Problem-solving skills
Change management
Conflict management
Crisis management
Cross-functional team leadership
Business acumen
Lenel Enterprise OnGuard

Experience Level

5+ years in Corporate Security or similar role
2+ years leading and managing a corporate control center

Salary/Compensations

$150,000 - $180,000/yr.

About the Company

Allied Universal®, North America’s leading security and facility services company, offers rewarding careers that provide you a sense of purpose.
While working in a dynamic, welcoming, and collaborative workplace, you will be part of a team that contributes to a culture that positively impacts the communities and customers we serve.

Equal Opportunity

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law.