Senior Operations Manager

The Senior Operations Manager (SOM) is responsible for the leadership, governance, financial accuracy, and operational delivery of multiple concurrent large-scale highrisk managed services projects in Mexico. These projects involve protective mobility, journey management, driver operations, working in close partnership with the Security Operations Centre (SOC) and Global Risk Analysis (GRA) teams.

The SOM ensures highassurance service delivery, strong client engagement, rigorous risk governance, accurate reporting, and strict adherence to Control Risks’ operational, ethical, and quality standards. The role provides strategic oversight across multilocation teams, driver capability, fleet management, intelligenceenabled operations, and contract performance.

Based in the Control Risks Mexico City office, the Senior Operations Manager holds the following responsibilities:

1. Project Leadership & Governance

• Lead the endtoend delivery of multiple complex highrisk service contracts simultaneously.
• Maintain full accountability for operational governance, compliance with SOPs, and delivery of contractual commitments.
• Ensure integration and correct use of SOC workflows, journey management systems, IVMS technology, and digital decisionsupport tools.
• Drive continuous improvement across operational performance, safety, risk management, and assurance.

1. Client Relationship Management

• Serve as the primary strategic point of contact for client leadership across assigned projects.
• Lead service reviews, escalations, and operational planning discussions.
• Proactively identify and propose enhancements to service delivery, operational efficiency, and dutyofcare practices.

1. People Leadership & Capability Development

• Lead multilayered teams including project supervisors, coordinators, and 15–30+ security drivers across multiple cities.
• Oversee recruitment, vetting, induction, training, upskilling, and ongoing competency assurance.
• Promote high professional standards, safety, ethics, and alignment with Control Risks’ values.
• Manage welfare, performance, and development pathways across teams.

1. Operational Planning & Journey Management

• Oversee all daily planning, driver tasking, journey management, and resource coordination.
• Integrate intelligence inputs (GRA, SOC alerts, risk analysis platforms), IVMS data, and field reporting into operational decisions.
• Ensure compliance with route risk assessments, driverhour controls, vehicle utilisation, and client dutyofcare expectations.
• Provide leadership during complex or dynamic operational scenarios.

1. Incident Response, Risk Management & Assurance

• Act as a senior decision authority during incidents, coordinating with SOC and following escalation pathways.
• Maintain project risk registers and lead regular risk and assurance reviews.
• Oversee correctiveaction processes, lessonslearned cycles, and governance improvements.
• Ensure compliance with ISO 31000, ISO 31030, relevant Mexican law, and internal risk governance frameworks.

1. Quality Assurance & Reporting

• (Includes SLA compliance)
• Oversee the production of weekly operational reports, monthly analytical reports, and adhoc client briefings.
• Manage KPIs, dashboards, operational audits, and continuous improvement cycles.
• Ensure reporting is traceable, evidencebased, accurate, and aligned to internal governance standards.
• Support and oversee the creation of all client-facing reports in accordance with agreed Service Level Agreements (SLAs), ensuring timeliness, consistency, contractual compliance, and analytical quality.
• Validate that operational data (SOC logs, IVMS outputs, journey sheets, incidents, training records, fleet records) is accurately captured and reflected in client reporting.
• Serve as the final approval authority for reporting outputs before submission.

1. Commercial & Contract Management

• (Includes your invoicing responsibility requirement)
• Hold direct responsibility for the preparation, consolidation, accuracy, and timely submission of all project invoices, ensuring alignment with contractual terms and billable activity.
• Validate timesheets, driver hours, expenses, tasking records, and operational activity to ensure accurate billing.
• Reconcile documentation, investigate discrepancies, and maintain commercial governance standards.
• Collaborate with Finance on forecasting, accruals, revenue recognition, and monthend close.
• May be supported in future by an administrative assistant, but retains full accountability for invoice quality, timeliness, and integrity.
• Ensure full compliance with contract scope, KPIs, SLAs, change controls, and service-delivery obligations.
• Oversee secure document control and information governance (e.g., SharePoint workspaces).

1. Fleet, Equipment & Technology Management

• Oversee readiness, maintenance, safety, and presentation standards for all vehicles used within assigned projects.
• Ensure effective utilisation of IVMS functions including driver behaviour monitoring, geofencing, alerting, and route compliance.
• Maintain oversight of equipment such as PPE, medical kits, AEDs, and siteaccess gear.
• Coordinate with fleet and logistics teams to ensure operational continuity and rapid resolution of vehicle-related issues.

1. Stakeholder Coordination & CrossFunctional Integration

• Integrate GRA intelligence products into operational planning.
• Coordinate closely with HR, SOC, Fleet, Logistics, CSC, and other internal teams.
• Provide regular updates, risk summaries, and operational briefs to senior leadership.

Requirements

• 5+ years’ experience managing complex operational or security service delivery in Mexico.
• Experience leading multisite or multiproject operational environments in highrisk contexts.
• Strong understanding of SOCenabled mobility operations, journey management, and riskbased decision-making.
• Demonstrated experience in senior client engagement and the preparation of highquality client reporting.
• Proven capability in commercial administration, including invoice preparation and validation.
• Highlevel proficiency in professional English, including the ability to produce clear, concise, and clientready written reports, briefings, and correspondence.

• Experience managing dual or multiproject portfolios involving mobility, protective services, or highassurance operations.
• Experience in energy, critical infrastructure, industrial, or similarly demanding sectors.
• Familiarity with IVMS platforms, intelligence systems, and Microsoft 365 governance environments.

• Strong leadership, communication, and interpersonal skills (English & Spanish).
• High proficiency with Microsoft 365 (Teams, SharePoint, Excel; Co-Pilot and Power BI advantageous).
• Competency in ISO 31000/31030 risk frameworks and operational assurance practices.
• Ability to interpret operational data, intelligence products, and technology outputs.