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Company Overview
‘Mercury Security and Facilities Management Ltd has been a leading provider of security and facilities management services since 2001. We are committed to supporting businesses across various sectors with tailored, cost-effective solutions, emphasizing quality, innovation, and customer satisfaction.’
Summary
We are looking for an experienced and commercially driven Head of Monitoring & Mobile Services to lead and develop our growing operations.
This role is responsible for overseeing our CCTV monitoring, intruder and fire alarm response, lone worker services, and keyholding/mobile response operations — while also driving new business growth, improving service delivery, and increasing customer retention.
This is a key leadership position within the business, offering the opportunity to shape and scale a critical division.
Key Responsibilities
Operations & Service Delivery
- Oversee day-to-day monitoring and mobile response operations
- Ensure high standards of service delivery and SLA performance
- Improve response times, efficiency, and operational processes
- Implement systems, reporting, and performance tracking
- Ensure compliance with industry standards and regulations
Business Development & Growth
- Identify and secure new business opportunities
- Develop and execute a growth strategy for monitoring and response services
- Build and manage a strong sales pipeline
- Support and lead sales activity where required
Customer Management & Retention
- Build strong relationships with key clients
- Maintain high levels of customer satisfaction
- Reduce churn and increase contract value
- Manage escalations and resolve service issues
Leadership & Team Development
- Lead, manage, and develop operations and field teams
- Recruit and build a sales function as the business grows
- Set KPIs and drive a performance-led culture
- Provide coaching, structure, and accountability
Skills & Experience
Essential:
- Proven experience in a senior operations or service leadership role
- Strong track record of driving business growth and winning new clients
- Experience managing teams in a service-based environment
- Commercially aware with the ability to improve margins and performance
- Strong organisational and leadership skills
- Good level of IT and systems understanding
Desirable:
- Experience within security, monitoring, fire, or facilities management sectors
- Knowledge of CCTV, intruder alarms, response services, or similar
- Experience building or managing a sales team
- Understanding of SLAs, compliance, and service contracts
Key Performance Indicators (KPIs)
- Revenue growth within monitoring & mobile services
- New business secured
- Customer retention and contract renewals
- SLA performance and service delivery standards
- Operational efficiency and cost control
Benefits
- Competitive salary + performance bonus
- Car allowance or Company Car
- Company phone and laptop
- Private Health Insurance
- Opportunity to grow with the business and shape a key division
Why Join Us?
This is a unique opportunity to take ownership of a key division within a growing business and play a central role in shaping its future. You will have the autonomy to drive change, build and lead teams, and deliver both operational excellence and commercial growth.
Join us in shaping the future of remote and mobile security services by leading our monitoring and mobile services team. Your expertise will be instrumental in delivering excellence across our operations—be part of a dynamic company committed to growth and long-term success.