Job Specifications
Better places, thriving communities.
40 Hours per week . 45k
The Security Account Manager is responsible for the management, performance, and continuous improvement of a portfolio of manned guarding contracts. The role focuses on service delivery excellence, client confidence, financial control, and operational assurance, ensuring that security services consistently meet contractual, regulatory, and organisational expectations.
Key Responsibilities
Take full ownership of the service delivery and performance of 12 manned guarding locations
Ensure all contracts are delivered in line with agreed KPIs, SLAs, and client expectations
Maintain strong, professional, and trusted relationships with clients and key stakeholders
Provide assurance to clients and management through accurate reporting, governance, and oversight
Actively identify and implement opportunities to improve security standards, resilience, and value
Ensure financial discipline across the portfolio, working closely with the finance team
Provide leadership during incidents and emergencies, including out-of-hours response when required.
Main Duties
Account Ownership & Service Delivery
Accountability for the operational performance of assigned security contracts
Ensure consistent, high-quality manned guarding services across all sites
Monitor service delivery through site visits, audits, data analysis, and client feedback
Ensure Assignment Instructions, SOPs, and post orders are current, accurate, and embedded
Drive corrective actions where standards fall below expectation
Support and challenge site management to maintain professionalism, discipline, and compliance
Client Relationship Management
Act as an important point of contact for clients across the account portfolio
Build and maintain long-term, trusted relationships with clients and stakeholders
Attend regular client meetings, contract reviews, and performance forums
Represent the organisation professionally at all times
Anticipate client needs and proactively propose solutions or enhancements
Handle client concerns, escalations, and complaints promptly and effectively
Performance Reporting & Governance
Produce structured, professional, and meaningful reports that clearly articulate security performance
Develop and deliver client-facing slide decks using PowerPoint to present KPIs, trends, risks, and improvements
Analyse performance data using Excel to identify trends, risks, and opportunities
Ensure reports are accurate, timely, and aligned to contractual requirements
Provide senior management with clear insight into account performance and risks
Investigations & Incident Management
Lead or oversee investigations into security incidents, breaches, or complaints where required
Ensure investigations are conducted thoroughly, impartially, and professionally
Produce clear, well-written investigation reports with evidence-based conclusions and recommendations
Ensure learning outcomes are identified and embedded to prevent recurrence
Act as an escalation point during incidents or emergencies
Financial & Commercial Management
Demonstrate strong financial awareness across all assigned contracts
Work closely with the finance team to produce accurate quotes, costings, and contract variations
Monitor budgets, overtime, additional cover, and service changes
Ensure services are delivered within agreed financial parameters
Identify opportunities for efficiencies or value-added services without compromising standards
Compliance, Assurance & Standards
Ensure compliance with company policies, client requirements, and relevant legislation
Support internal and external audits, inspections, and client assurance processes
Ensure accurate record-keeping and documentation across all sites
Promote a strong culture of compliance, accountability, and professionalism
Proactively raise standards and embed best practice across the portfolio
Leadership, On-Call & Flexibility
Participate in the Duty Manager on-call rota, providing out-of-hours support during incidents
Make timely, sound decisions under pressure during emergencies
Provide clear leadership and direction to operational teams when required
Adopt a flexible approach to working hours to meet operational and client demands.
Person Specification
Essential Experience
Proven experience in an Account Manager, Contract Manager, or Senior Operations role within the manned guarding or contract security industry
Experience managing multiple security sites or contracts simultaneously
Demonstrable experience of client relationship management and service delivery
Experience producing professional reports, investigations, and client presentations
Experience working with financial data, budgets, or contract cost control
Essential Skills & Competencies
Excellent written communication skills with a strong attention to detail
Proven ability to produce clear, professional reports and investigation documents
Strong Excel skills for performance tracking, dat