Control Centre Manager

Department: Security

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Company: Canary Wharf Management Limited

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Reporting to: Security Manager - Operations

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JOB SUMMARY

Working within the Estate Control Centre (ECC) operating 24/7 at the heart of the Estate, providing operational control through the strategic direction of the Director Group Security and operational command of the Associate Director, Security. The CCM is responsible for overseeing the daily running of the ECC, with a view to controlling incidents and ensuring estate wide communications are established as and when required, in order to provide a safe environment to work, visit and reside.

Starting salary for this position: £61,253
Shift/Work Pattern: 4 on 4 off - between 06:00 - 18:00 or 18:00 - 06:00
Closing Date: 4th May 2026

MAIN RESPONSIBILITIES

Operational Control & Incident Management:

• Provide operational leadership and oversight for incident management within the Estate Control Centre.

• Act as Shift Second‑in‑Command (2iC) and deputise for the Security Duty Manager when required, in line with duty arrangements.

• Manage and supervise all staff on duty within the Estate Control Centre.

• Report relevant issues, incidents, and matters of concern, and maintain regular liaison with the Estate Control Centre Manager (ECCM).

• Co‑ordinate and manage the response to alarms, incidents, and estate‑related issues.

• Maintain direct liaison with the Security Duty Manager and the Security Management Team, ensuring timely awareness of incidents and developments.

• Oversee subsidiary package control rooms and their staff.

• Ensure incidents are accurately recorded on the Incident Management System (IMS), including review of the previous 12 hours’ reports and appropriate handover or completion.

• Ensure CCTV usage complies with Assignment Instructions (AIs), Codes of Practice, and disclosure requirements.

​Communications & Escalation:

• Ensure estate‑wide communications are established when required during incidents.

• Direct out‑of‑hours contact with directors, senior management, key holders, and emergency or specialist services in line with escalation arrangements.

• Ensure effective briefings and handovers between shifts.

Staff Management & Training:

• Ensure ECC Co‑ordinators, Security Supervisors, and Security Control Room Officers (SCROs) are briefed, competent, and carry out their duties effectively.

• Ensure staff are fully conversant with Assignment Instructions (AIs), Standard Operating Procedures (SOPs), and Emergency Procedures.

• Ensure training, guidance, welfare support, and performance oversight are provided, taking remedial action where necessary.

Compliance, Quality Assurance & Systems:

• Ensure required paperwork, online documentation, and Quality Assurance Plan tasks are completed.

• Ensure incidents, faults, and hazards are correctly reported via IMS and referred to the appropriate internal departments.

• Maintain liaison with Technical Security teams regarding systems and equipment.

• Ensure the ECC environment is maintained, clean, and tidy, reporting defects as required.

General Duties:

• Carry out any other reasonable duties as directed by the Security Management Team.

PERSON SPECIFICATION

• Evidence of continuous professional development in security and at managerial level is essential.

• Relevant experience in Police, Military or Security (manned guarding) industry is desirable.

• Ability to understand incident management and the principles involved in all stages.

• Training experience would be highly advantageous.

• Proven track record encompassing operational and administrative focus with a high standard of punctuation and grammar.

• Innovative and proactive thinker with strong negotiation skills.

• Team management, performance monitoring and quality management skills.

• Able to demonstrate understanding of security aspects in a commercially driven and customer orientated business. Must be flexible and diplomatic, with the ability to constructively challenge existing practices and capable of driving change.

• Excellent communicator with sound organisational skills.

• Ability to provide effective professional levels of customer service and promote the company core values.

• Computer literacy with a working knowledge of current computer systems and technical skills is essential.

• Prepared to work a varied shift pattern and be flexible.

• Act with integrity and deliver high performance
• Put our customers at the heart of what we do
• Resolve issues by providing high quality solutions

Foster Collaboration

• Find opportunities to collaborate with others across the business to achieve shared goals
• Encourage inclusive networks and treat others with respect and fairness
• Use knowledge to work effectively with suppliers / contractors to meet shared goals

Encourage Engagement

• Confident in making decisions appropriate to the role
• Learn from mistakes and listen to constructive feedback to improve performance
• Prioritise safety and actively support community, wellbeing and sustainability programmes

Take Ownership

• Take pride in delivering high quality service which exceeds expectations
• Committed to opportunities for self-development
• Take responsibility for my own performance and look for ways to improve

Embrace Innovation

• Embrace change and innovation
• Proactively suggest ways to improve our business and encourage others to share ideas
• See new challenges as opportunities to deliver effective change

WHAT WE OFFER

Diversity and Inclusion

We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

Flexible Working

As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.

Learning and Development

At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

Other Benefits

We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.

If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online.

Early applications are encouraged as we reserve the right to appoint at any point.