Manager- Security Operations

International SOS
  • Location
    Trevose, Pennsylvania
  • Sector
    Non Profit
  • Experience
    Mid Career
  • Posted
    Mar 14

Position description

The Security Manager, Assistance, is responsible for the day-to-day security case management ownership, direction, supervision and guidance for the Americas region, in line with the direction set by the Security Director, Assistance, and in line with global standards and processes. This role is also part of the security peer to peer structure, wherein the Security Manager, Assistance, will be on the front line interacting with our client security managers and leaders, helping them navigate International SOS’ global structure of security expertise and ensuring high-quality case management and interactions.

This role will work closely with the Information & Analysis teams to ensure operational planning and case management guidance is done in lockstep with our intelligence assessments, ensuring operational planning and decision-making in both business-as-usual and crisis scenarios are being fed by, and aligned with, the analytical position and outlook. 

The Security Manager, Assistance, will also closely collaborate with the relevant Assistance Centre colleagues from the Operations, Flight Desks and Assistance Travel teams ensuring the relevant cases contain an appropriate security risk assessment as part of any response and plan of action. Additionally, the Security Manager, Assistance, will work closely with the Group Manger Security Assistance & Service Quality as well as the Manager, Global Security Network in updating relevant operational processes. 

The Security Manager, Assistance will also play a key role in providing on-the-job training and support for the Security Specialists, Assistance. 

Essential Job Duties and Responsibilities:

Core Client & Internal Support: 
•    Take a leading role in peer-to-peer interactions with senior security stakeholders at client organizations, providing senior front-line assistance and case management oversight, helping to manage clients’ expectations and to navigate International SOS’ internal structures of security expertise.
•    Ensure International SOS’ operational preparedness and advice position and outlook on Americas region is clear to its clients and internal stakeholders to inform timely decision-making. 
•    Ensure the Security Specialists, Assistance, team is given appropriate case management direction on a standing and dynamic basis.
•    Ensure appropriate numbers and diversity of security providers and secure hotels for case management, developing action plans where appropriate. 
•    Ensure International SOS’ operational posture and planning for Americas region is taken in full view of the security outlook.
•    Oversee functional feedback to Security Specialists, Assistance, for deliverables relating to Americas region, building both risk management and security best practice in addition to subject matter knowledge of Americas region in the team.
•    Contribute to development of Security Specialists, Assistance, as required by developing and delivering trainings on security risk management and security assistance operations.
•    Collaborate with relevant stakeholders in the Assistance Centre, Flight Desks, & Travel Advisor teams to ensure comprehensiveness of case management and operational planning outputs in addition to overall economy of effort. 
•    Oversee the maintenance and building of client-facing secure hotel information, and internal security provider information ensuring it is up to date and reflective of the current risk environment and scaled to International SOS’ analytical and operational position.
•    Contribute to ensuring International SOS has a best-in-class security assistance capabilities by participating in projects relating to functional enhancements, such as risk management training and Concept of Operations templates.   
•    Undertake travel to countries in Americas region to assess the current security situation, local provider capabilities and expand the existing network of security intelligence and assistance contacts to further support clients and aid operational planning.
•    Participation in the regional security on-call roster as required.
•    Support to regional security escalations including the production of Party Lines, Crisis Management Team (CMT) briefings and the oversight and management of crisis-related RFAs including the production of POAs and related execution

Consulting Delivery & Sales, Marketing Support•  

  •  As required, deliver safety and security trainings and workshops – especially those focused on Americas region – as well as engage in client specific security assistance consultancy tasks as required.
  • Support the Sales and Marketing teams in the articulation of International SOS’ services and in providing functional expertise in Americas region client facing forums such as webinars.

Personal Development:

•    Undertake competency-based trainings based on management assessment of priorities.
•    Undertake wider training courses relating to the work of security assistance as agreed with line management.


•    Extremely strong knowledge of the security risk management best practices and principals across a diversity of risk environments.
•    Experience in planning and managing security assistance operations.
•    Experience in conducting profile specific security risk assessments.
•    Strong knowledge of the global political and security landscape, with demonstrated expertise in any given region a strong plus.
•    Excellent written and verbal communication skills including ability to explain complex situations and advice to non-expert audiences in English.
•    Ability to critically analyse multiple streams of security, logistics and threat-based information under time pressure and produce plans of action. 
•    Ability to identify key streams of effort and direct colleagues accordingly.
•    Willingness and ability to deploy, including at short notice, into elevated risk environments as part of a well organised Incident Management Team (IMT), as well as for routine network development.
•    Strong IT skills including Microsoft Office Suite and other applications.

Required Work Experience•    Typically, at least 7 years’ experience in security assistance delivery and planning, including deployed experience in hostile and/or challenging environments in military, police, intelligence or investigative agency, NGO, government or private sector roles
•    Team leadership and management experience, ideally including remote management or hybrid working
•    Experience in planning and conducting security assistance operations
•    Experience in writing to senior management and decision-makers
•    Experience in successfully working cross culturally
•    Experience in the risk management field, especially where applied specifically to security risk management

Preferred experience:
•    Crisis management
•    Security consulting and training delivery experience  
•    Public speaking, client-facing presentation and/or media experience
•    Experience in business development and quality management

Required Qualifications (Brief description of the educational background needed to perform the job)
•    Educated to a degree level (or relevant professional training & experience) in a field related to security studies, war studies, international politics, international relations or similar. 
•    Accreditation by regionally recognized security or risk management body.

Requirements Continued:

Required Languages (Brief description of the language skills needed to perform the job)
•    Excellent spoken and written English language.
•    Other language proficiency desirable.

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)
•    Some travel, sometimes on urgent request
•    Occasional evening/weekend work based on operational requirements
•    Participation in a rotational on-call roster, as well as a daily early/late shift coverage roster

Application instructions

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