Client Services Manager

JOB SUMMARY:

This position oversees all operational, administrative, compliance, financial, and client service functions while providing leadership to Account Managers, Security Managers, Client Services personnel, Compliance Managers, and other support functions responsible for day-to-day operations.

The position is generally scheduled Monday through Friday; however, due to the nature of supporting a 24/7 multi-site operation, flexibility and availability outside normal business hours are required to support operational needs, client meetings, emergencies, business reviews, and special projects.

Key Responsibilities; Executive Client Leadership

• Serve as the primary executive point of contact for all aspects of the client's security program.

• Build trusted partnershipswith executive leadership, Corporate Security, Facilities, Human Resources, Legal, Procurement, Risk Management, and other key client stakeholders.

• Conduct Executive Business Reviews (EBRs), quarterly business reviews, operational meetings, and strategic planning sessions.

• Develop long-term partnerships focused on continuous improvement, innovation, and operational excellence.

• Anticipate client needs and proactively develop solutions that align with business objectives.

• Ensure exceptional client satisfaction through responsive service, transparent communication, and measurable performance outcomes.

Program Leadership & Operations

• Provide executive leadership and governance for all security operations across multiple locations.

• Oversee Account Managers, Site Managers, Security Managers, Client Services Managers, Compliance Managers, Finance, and administrative support teams.

• Ensure consistent implementation of operational standards, post orders, SOPs, policies, and best practices across all sites.

• Drive accountability through performance management, operational reviews, audits, and standardized reporting. • Ensure contractual obligations, service level agreements (SLAs), and key performance indicators (KPIs) are consistently achieved.

• Coordinate resources across multiple functions to support evolving client requirements.

Strategic Planning & Continuous Improvement

• Develop and execute strategic plans supporting the client's long-term security objectives.

• Identify opportunities to improve operational efficiency, service quality, staffing models, and resource utilization. • Lead organizational change initiatives and continuous improvement programs.

• Evaluate industry trends, emerging risks, and security technologies to enhance the client's security program.

• Recommend innovative solutions that improve operational effectiveness while controlling costs.

• Develop annual business plans, strategic objectives, and measurable success metrics.

Financial & Business Management

• Maintain overall accountability for the financial performance of the security program.

• Develop and manage operating budgets, forecasts, accruals, and financial reporting.

• Review labor utilization, staffing models, overtime, scheduling efficiencies, and operational expenses.

• Partner with Finance to oversee invoicing, billing accuracy, reconciliations, and contract compliance.

• Monitor profitability and identify opportunities for cost optimization without compromising service quality.

• Present financial performance and operational metrics during client business reviews.

• Ensure contractual compliance with all commercial terms and service obligations.

Client Relationship Management

• Maintain daily communication with client leadership and key stakeholders.

• Serve as the executive escalation point for operational concerns, service issues, and strategic initiatives.

• Coordinate cross-functional support to resolve issues efficiently.

• Build long-term partnerships based on trust, transparency, and operational excellence.

• Ensure all client commitments are delivered accurately and on schedule.

Leadership & Talent Development

• Provide leadership, coaching, and mentorship to program leadership teams.

• Develop succession plans and leadership development initiatives.

• Foster a culture of accountability, professionalism, collaboration, and continuous learning.

• Support recruitment, workforce planning, employee engagement, and retention strategies.

• Lead organizational change and drive high-performance team culture.

Compliance, Risk & Governance

• Ensure compliance with contractual obligations, client policies, regulatory requirements, and industry best practices.

• Oversee program audits, compliance reviews, corrective action plans, and quality assurance initiatives.

• Ensure Standard Operating Procedures (SOPs), Post Orders, emergency response plans, and operational documentation remain current and compliant.

• Partner with Legal, Human Resources, Compliance, Risk Management, and Corporate Security teams to manage investigations and policy implementation.

• Promote business continuity, emergency preparedness, and enterprise risk management initiatives.

Technology & Innovation

• Champion the implementation and optimization of security technologies, automation, reporting platforms, and business intelligence tools.

• Partner with technology teams to improve operational visibility and reporting capabilities.

• Utilize data analytics and performance metrics to support strategic decision making.

• Identify opportunities to improve efficiency through technology and process automation.

Incident & Crisis Management

• Serve as the executive escalation point for significant incidents, emergencies, and business continuity events.

• Coordinate executive communications during major incidents.

• Lead post-incident reviews and oversee implementation of corrective and preventive actions.

• Ensure operational resilience and effective crisis response across all client locations.

Qualifications Basic Qualifications:

• Minimum 7 years of progressive leadership experience in corporate security, operations management, facilities management, program management, or client services.

• Minimum 5 years managing multi-site operations or large enterprise programs.

• Demonstrated experience leading multiple levels of management in a complex operational environment.

• Experience managing executive-level client relationships.

• Strong financial acumen, including budgeting, forecasting, labor management, invoicing, and contract administration.

• Proven ability to manage large-scale operations while balancing client expectations and financial performance.

• Excellent communication, leadership, presentation, negotiation, and relationship building skills.

• Advanced proficiency with Microsoft Office Suite, reporting platforms, and business analytics tools.

Preferred Qualifications

• Experience leading enterprise security programs within Fortune 500 or global corporate environments.

• Bachelor's degree in Business Administration, Operations Management, Security Management, Criminal Justice, or a related field.

• Master's degree (MBA or related discipline) preferred.

• Professional certifications such as CPP, PSP, PMP, Lean Six Sigma, or equivalent are highly desirable.

• Experience implementing enterprise security technologies, workforce management systems, and operational analytics.

• Knowledge of physical security systems, GSOC operations, access control, business continuity, enterprise risk management, and contract management.

• Experience managing multi-million-dollar service contracts and enterprise client relationships.

Working Conditions

• Primary schedule is Monday through Friday during standard business hours.

• Frequent interaction with executive client leadership, vendor leadership, and cross functional business partners. • Regular travel between client locations may be required.

• Must maintain flexibility to support a 24/7 operation, including occasional evenings, weekends, holidays, emergency response, and critical business events.

• Schedule and responsibilities may be adjusted to meet evolving client requirements and operational priorities.

“Securitas is committed to diversity, equity, inclusion and belonging in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable legally protected characteristic.”

#AF-PSIL

Securitas employees come from all walks of life, bringing with them a variety of distinctive skills and perspectives. United through our common purpose, we provide the security needed to safeguard our clients' assets and people. Our core values - Integrity, Vigilance and Helpfulness - are represented by the three red dots in the Securitas logo. If you live by these values, we're looking for you to join the Securitas team.

Benefits include:

• Retirement plan
• Employer-provided medical and dental coverage
• Company-paid life insurance
• Voluntary life and disability insurance
• Employee assistance plan
• Securitas Saves discount program
• Paid holidays
• Paid time away from work

Additionally, some populations may have the availability of accessing earned wages on a daily basis, prior to payday. Restrictions and fees may apply.

Certain waiting periods may also apply. Paid time away from work may be available either through a combination of vacation and sick time or under a PTO policy, depending on local requirements. Benefits may be different for union members.