Night Shift Duty Manager

2 weeks ago

London, United Kingdom Mitie Group plc. Full time

Duty Shift Manager - GSOC-EMEA
The Duty Shift Manager is responsible for overseeing the daily operations of GSOC-EMEA on behalf of Meta and is also responsible for all Mitie vendor actions on shift. The Duty Shift Manager leads, coaches and develops the Lead Operator and a team of Operators. The Duty Shift Manager acts as the incident leader for business disruptions and crisis incidents and supports management during the activation of escalated incidents. The Duty Shift Manager develops and delivers technology and process improvements for GSOC-EMEA to maintain operational readiness for incident response. The Duty Shift Manager oversees with the Lead Operator taking point on call volume, alarm response and incident reports to ensure an appropriate level of service. The Duty Shift Manager will review performance data via Meta dashboards for all cameras and alarms, dispatch associated calls via telephone and radio, operate access control technology inline with agreed contract KPIs. The Duty Shift Manager partners with the management team and the wider Global Security structure to support any operational issues and prepare for potential incidents.
Management of all Mitie processes, including but not limited to: rostering, Workplace+ scheduling, holiday management, team absence management, team performance management, E-Learning, SIA licence renewal forms, training onboarding documents, assignment Instruction & risk Assessment compliance and all shift 121 and MiReviews
Oversee the Lead Operator in the daily setup of the shift. Confirmation of all operational chats updated at the start of each shift. Work closely with the management team and core business teams to provide a link between operations and the wider Mitie familyInnovates and initiates team activities and fosters team development and creates a learning environment
Responds to all email communication from the management team in a timely manner and meets all suggested deadlines
Works closely with the training team to seek team development opportunities
Works to build relationships and collaborate with the Global Security family and the wider XFN teams
Minimum of 5 years management experience.
Minimum of a Level 5 Management qualification such as CMI or ILM.
Training and Development skillset.
Excellent stakeholder management experience.

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