Physical Security Operations Centre Team Leader

Why this role matters

Physical Security Operations Centre Team Leader – building our command and coordination function
We are looking for a Physical Security Operations Centre Team Leader to build and lead our central command and coordination function for Rapid Response operations.

The role will focus on building a scalable operating model – processes, governance, teams, communication protocols, and performance standards.
We are looking for a strong systems and operations leader who can structure ambiguity, build effective teams and processes, and drive continuous improvement.

Security expertise is an advantage but not essential; we encourage all employees with strong organisational skills to apply, from any departments and background.

These changes are aimed at strengthening our security capabilities, creating clearer ownership across different areas, and ensuring we are well positioned to support the company’s future growth.

If you’d like to make an impact by helping further build our company’s security, we encourage you to apply!

What you'll actually do

• Design and implement the SOC operating model from the ground up.
• Define the SOC's scope, operating principles, roles and responsibilities, workflows, interfaces, and decision-making mechanisms.
• Establish clear ownership and accountability across SOC and Rapid Response activities.
• Develop the operating model to support current requirements while allowing for future scaling and increasing operational complexity.
• Develop end-to-end processes for monitoring, incident intake, assessment, escalation, dispatch, communication, and operational coordination.
• Create and maintain SOPs, playbooks, escalation paths, service standards, and operational guidelines.
• Identify gaps, dependencies, and operational risks and translate them into practical processes and controls.
• Establish consistent ways of working across the function and ensure processes are understood and adopted by relevant teams.
• Design the governance framework for the SOC, including management routines, decision-making forums, escalation mechanisms, and reporting.
• Define KPIs, SLAs, quality standards, and performance measurement frameworks.
• Establish regular operational reviews and management routines to monitor performance and identify improvement opportunities.
• Use operational data and insights to drive decisions and improve the effectiveness of the function.
• Define the required organizational structure, roles, responsibilities, and capability model for the SOC.
• Support recruitment, onboarding, training, and development of the SOC team.
• Establish clear performance expectations, management routines, and development mechanisms.
• Build a high-performing operational culture focused on ownership, discipline, continuous improvement, and effective decision-making.
• Build the mechanisms required to maintain real-time operational awareness across monitored activities and incidents.
• Establish clear communication, escalation, and coordination protocols between the SOC, Rapid Response teams, business stakeholders, and external parties where required.
• Ensure that responsibilities and decision rights are clear throughout the incident lifecycle.
• Create a structured operating environment that enables fast and effective decision-making during high-tempo situations.
• Establish operational reporting, dashboards, and analytics to understand workload, performance, resource utilization, and operational trends.
• Identify bottlenecks, inefficiencies, and recurring issues and translate insights into improvement initiatives.
• Continuously review and optimize processes, organizational design, resource models, and ways of working.
• Drive automation and technology-enabled improvements where they can increase efficiency, reliability, or scalability..
• Work closely with the Head of Rapid Response Operations and other relevant functions to ensure effective end-to-end operational coordination.
• Establish clear interfaces between the SOC and other operational, corporate, and support functions.
• Facilitate alignment on processes, responsibilities, service expectations, and escalation mechanisms.
• Build effective relationships with internal stakeholders and external service providers where required.
• Ensure that the SOC operating model can evolve with business growth, operational complexity, and changing requirements.
• Develop capacity and resource planning approaches aligned with expected operational demand.
• Regularly assess the maturity of the function and define priorities for further development.
• Establish a culture of continuous improvement rather than one-time process implementation.

Who we’re looking for

• Bachelor's degree in Business Administration, Operations Management, Information Systems, Engineering, Security Management, Emergency Management, or a related discipline.
• Additional professional qualifications in operations, process improvement, project/program management, risk, security, or related areas are an advantage.
• 7–10 years of experience in operations, business operations, service operations, transformation, process management, command centres, or another complex operational environment.
• Proven experience building a function, operating model, process framework, or team from the ground up.
• Strong track record of turning ambiguous requirements into structured processes, governance, roles, and ways of working.
• Experience establishing KPIs, SLAs, management routines, reporting frameworks, and performance standards.
• Demonstrated ability to improve and scale operational processes as a function grows.
• Strong knowledge of CCTV, access control, alarm monitoring, incident management platforms, communication technologies, and operational reporting tools.
• Experience implementing technology-enabled operational improvement
• Experience building, managing, or scaling operational teams.
• Ability to define organizational structures, roles, responsibilities, and capability requirements.
• Strong people leadership and stakeholder management skills.
• Ability to establish clear accountability and create effective management routines.
• Strong systems-thinking and problem-solving capabilities.
• Ability to understand complex processes end-to-end, identify dependencies and bottlenecks, and design practical solutions.
• Comfortable working with operational data, KPIs, dashboards, and performance metrics.
• Strong ability to prioritize and make decisions in an ambiguous and rapidly changing environment.
• Experience working in a high-tempo, time-sensitive, or business-critical operational environment is an advantage.
• Experience in security operations, incident management, emergency response, command centres, monitoring/dispatch operations, business continuity, crisis management, or similar environments is a strong advantage.
• Direct SOC or security operations experience is not mandatory.
• Excellent communication, stakeholder management, and operational coordination skills.
• Ability to manage multiple simultaneous incidents while maintaining operational control.
• Ability to understand how technology can support and improve operational processes.
• Experience implementing or improving operational systems, workflow tools, reporting platforms, automation, or other technology-enabled processes.
• Familiarity with security technologies, monitoring platforms, incident management systems, or command-and-control technologies is an advantage rather than a requirement.

What we offer along the way

• Competitive salary and annual performance bonus
• Full relocation support for you and your family — flights, housing, visas, and legal assistance included
• Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
• Unlimited learning opportunities: external courses, English lessons, career and leadership development
• Education allowance covering school and kindergarten fees
• 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
• Employee appreciation program: branded gifts, celebration budgets for weddings, newborns, and milestones
• “Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
• Employee share scheme — grow with us
• Branded MINI Cooper Countryman company car and private parking
• Free in-house sports clubs, Sanctum Club gym access, and jet skis
• Access to a Corporate doctor
• Exclusive discount program with cafes, gyms, and local services
• Expat tax perks: up to 50% income tax exemption
• Support with the naturalisation process for relocated employees

What your journey looks like

1. Intro call with Recruiter (30 minutes)
2. HM Interview (90 minutes)
3. Behavioural interview (60 minutes)