Safety & Security Service Delivery Manager

Overview

North builds stronger networks and creates smarter places. Our intelligent technology solutions and robust network infrastructures transform the way people, places, and organisations work. And we focus our expertise on working in three specialist sectors: public services, enterprise & data centres, and defence & justice.

Responsibilities

ROLE SUMMARY:

The Safety & Security Service Delivery Manager (SDM) will be responsible for a portfolio of managed safety and security customer accounts across the UK and overseas, ensuring services are delivered in line with contract specifications, KPIs, and agreed Service Levels.

As the first point of contact for key security clients, the SDM will own the customer service relationship, driving service excellence across the lifecycle of integrated security systems. This includes oversight of Genetec, Lenel, and other VMS platforms, as well as POS integration, video analytics, facial recognition software, access control, intrusion detection, and CCTV surveillance technologies.

The SDM will work closely with internal functions (Service Desk, NOC, PMO, Engineering and Field Teams) to deliver consistent, high-quality outcomes. They will also be responsible for developing training programmes and documentation for new security systems and delivering tailored training sessions to customer security and operational teams.

This role combines strong service management with technical expertise, ensuring operational excellence, client satisfaction, and the identification of new opportunities. The SDM will act as a trusted advisor and brand ambassador for North.

KEY RESPONSIBILITIES:

* Act as the main point of contact for a portfolio of contracted safety and security service clients

* Ensure processes and procedures are in place to support service delivery, reviewing regularly for continuous improvement

* Conduct regular service reviews with clients, taking ownership of resulting actions and ensuring accountability

* Monitor and measure service performance across functions to ensure KPIs and SLAs are achieved

* Provide clients with technical guidance on supported safety and security systems, including VMS, access control, analytics, and integrations

* Take ownership of critical incidents, coordinating all parties to ensure swift resolution

* Develop and deliver training programmes, documentation, and knowledge transfer for client security and operational teams

* Manage and implement service improvement strategies in collaboration with clients

* Oversee the delivery of works, liaising with the PMO to ensure adherence to quality and service standards

* Supervise service desk queues and ticket management, ensuring issues are resolved within agreed timescales and escalating where necessary

* Monitor contract profitability, understanding resource and cost requirements for ongoing service delivery

* Prepare regular service performance reports, incorporating KPIs and client-facing metrics

* Contribute to quarterly business reviews with key customers

* Support the implementation of Service Improvement Plans for contracts at risk

Qualifications

SKILLS AND EXPERIENCE:

* Proven experience in a Managed Services environment, with a focus on Physical Security and Safety Systems

* Strong technical awareness of Genetec, Lenel, and other VMS platforms, as well as POS integrations, video analytics, and facial recognition software

* Knowledge of access control, CCTV, intrusion detection, and integrated security platforms

* Experience developing training programmes and technical documentation, and delivering training to customer teams

* Strong service management and planning skills, with the ability to balance multiple contracts and priorities

* Good understanding of commercial and financial management, including contract profitability

* Excellent knowledge of Microsoft Office tools (Word, Excel, PowerPoint) for reporting and presentations

* Skilled in managing multi-skilled service delivery teams, both internally and via partners

* Strong communication, client relationship management, and negotiation skills

* Ability to meet strict deadlines while maintaining service quality and compliance

* Familiarity with ITIL V3/V4 Framework and the full service lifecycle

* Project Management experience and qualifications (PRINCE2, APM or equivalent) desirable

* Ability to leverage data analytics to drive service improvements and client value

* Commitment to continuous professional development, with a passion for staying current with emerging security technologies and best practices