Senior Manager, GSOC Operations

This is a fantastic role for someone who embodies a strong balance of leadership and mentorship. If you feel like you are results-driven but also deeply committed to the growth and development of your team members, this could be the role for you.

You will be joining a prominent intelligence and strategic risk consultancy, who counts businesses, governments, and NGOs amongst their clients, as they deliver top-quality risk assessments, due diligence, and consultancy solutions. They have a fast-paced environment where employees gain significant exposure to influential clients and complex projects. They are committed to providing strong career growth opportunities while helping team members enhance their reputation as trusted analysts in the industry.

About the Role 

You will lead a Global Security Operations Centre (GSOC), working full-time as the senior representative within our client’s GSOC based in Arlington, VA. The ideal candidate will be skilled in people management, programme oversight, and project delivery in a fast-paced, high-pressure environment. A strong background in building and supporting resilient, data-driven, customer-focused GSOCs is essential, along with a proven ability to meet a wide range of needs in challenging conditions.

The Senior Manager will report directly to the client and collaborate closely with partner teams to implement a unified strategy and vision. You will be responsible for managing and reporting on team performance, including KPIs and SLAs, ensuring the client receives outstanding service.

Day-to-day people management will be a key aspect of the role, as well as acting as the main point of contact for operational and customer-related escalations in a 24/7 environment.

You will also manage operations, drive strategic development through continuous improvements, and support staff development. Additionally, you will handle operational escalations, especially during critical incidents or when implementing policies and procedures.

The role operates on a Monday-Friday schedule, with a minimum of three days in the office each week. However, flexibility is required to support urgent escalations outside of normal working hours, including after hours, weekends, and holidays.

Responsibilities 

• Track and monitor staffing levels, operational metrics, KPIs, SLAs for weekly and monthly reviews, in line with the client contract.
• Ensure adequate staffing coverage across all shifts, taking on additional responsibilities if staffing reaches a critical level. Escalate staffing shortages to the client and senior leadership, implementing contingency plans to maintain service quality and operational standards.
• Oversee daily personnel management, including monitoring overtime, absences, tardiness, and managing performance documentation such as disciplinary actions and support records.
• Drive continuous improvement initiatives, ensuring team performance aligns with client expectations and KPIs.
• Address personnel issues in accordance with company policies and manage concerns through the established internal framework.
• Use sound judgement, guided by SOPs, to determine which situations require client involvement or escalation.
• Oversee staff contributions to developing and updating policies and procedures that enhance the effectiveness of the GSOC.
• Ensure the successful implementation of technology and process changes as per approved change management strategies.
• Work with HR and Talent Acquisition to ensure that onboarding, training, ongoing development, and performance support activities are carried out effectively.
• Collaborate with HR to report staff attrition rates during weekly, monthly, and quarterly reviews.
• Attend regular client meetings to report on the team’s performance in terms of KPIs, SLAs, and service delivery for incident and crisis management.
• Act as the line manager for Operations Managers and provide oversight to Supervisors, Lead Operators, and Operators at a higher level.