We deliver around 1,500,000 services a year to c.7500 clients, through 200 local security companies (our 'Service Partners') and our own self-delivered London mobile security operation. As the Director of Command Services you will take on the key role of leading the delivery of our Command and Control Centre, working with our Service Partner's and our London (mobile security) self-delivery operation to deliver a best in class service.

You will also be responsible for the delivery of our monitoring and outsourced control room services with full accountability for the overall P&L. As the SME for Command Services you will provide expertise, leadership, and strategic vision to our exciting and expanding monitoring and outsourced control rooms business harnessing our unique technology and working closely with our significant client base and the Connect Leadership team to drive and deliver new opportunities for the business.

Through a diverse team of c.50 people, you will be responsible for delivering an outstanding service to our clients, as well as having responsibility for the P&L and driving continuous improvement to service delivery and financial performance. Sales ownership for our Command Services business will sit with the Commercial team but as the SME you will work closely with your colleagues to maximise revenue growth by supporting sales opportunities, delivering a first class service through our Command and Control centre, ensuring we are utilising the best and appropriate technology, and setting the strategy for the business to deliver the budgeted growth.

We have an in-house data and technology team who develop our bespoke best-of-breed technology for both our customer service and operational delivery. You will become a key customer for them as you finesse the intricacies of running high volume, complex services through frictionless and scalable processes as well as evolving the new and exciting service lines.

You will be managing our Command and Control Centre based in Enfield. You will enable the leaders of this team to deliver our strategic and operational priorities through their people and our service partners, ensuring high levels of capability, industry compliance, innovation, and engagement across the teams.

What you get

• Excellent base salary of £100,000-£120,000 per annum (DOE)
• Full-time, permanent role based at our Enfield office 4 days per week, with flexibility to work from home 1 day per week as agreed. Occasional travel to our Farringdon and London Kennington offices may be required
• Auto-enrolment into our company pension scheme
• Auto-enrolment into our salary sacrifice pension scheme, 24/7 confidential Employee Assistance Program, and a voluntary health cash scheme starting at £1 per week.
• Regular TKC social events and team days
• Opportunity to make a real difference and work alongside people who share a passion for what they do!

Key deliverables

• Responsibility for the Command and Control Centre P&L (Monitoring, Outsourced Control Rooms, and Mobile Control team) with full ownership for all costs associated to these services and accountability for revenue (customer retention, supporting growth strategy)
• Ensuring customer-centric end-to-end delivery, including setting and adhering to agreed KPIs, across all services
• Accountable for all monitoring and outsourced control room clients, working alongside the Director of Client Services and the UK MD to manage and retain these customers and deal with any complaints and service issues
• Working alongside our Connect systems business and the Commercial team to support on growth opportunities for monitoring and other product lines reliant on the service and expertise of our Command Centre
• Continuous improvement through digital transformation and analysis to drive efficiencies and service quality
• Delivering on-budget in terms of OPEX and CAPEX across the Command and Control Centre
• Working alongside our Product and CTO Directors' to ensure that our product and technology roadmap deliver exceptional quality for our team, customers and suppliers, and that these developments are integrated seamlessly into the heart of our operations
• Reporting to the UK MD on all matters relating to Health and Safety in our Command and Control Centre
• Assuming core responsibility for our Command Centre team and premises

An excellent candidate for this role will be

• Have strong senior-level experience in the security sector, ideally within Monitoring and/or Control Centres, with solid knowledge of systems monitoring, connections, and installations
• Be an adaptable and confident communicator, able to build trust and clarity across senior clients, leadership teams, and front-line operatives
• Demonstrate proven leadership with the ability to inspire and sustain excellence within their teams
• Be a proactive driver of change, skilled in introducing new technologies and processes, uniting teams through trust and collaboration while maintaining productivity
• Balance strategic thinking with attention to detail, taking ownership of service delivery, continuous improvement, and the evolution of our Command strategy
• Be commercially astute, with a focus on budget control, operational efficiency, and performance KPIs

Equity, Diversity, and Inclusion matters to us. We are keen to hear from candidates from a broad range of backgrounds and experiences and are excited about learning from you, as much as we know you can learn from us.