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Dedicated Account Manager Ottawa, Ontario C$68000 - C$70000

Dedicated Account Manager

Location: Ottawa, Ontario |
Salary: C$68000 - C$70000 |
Posted: 20 Oct 2021 |
Closes: 20 Nov 2021 |
Job Type: Full Time and Permanent |
Business Unit: Canada |
Region / Division: North America |
Reference: G4S/TP/2239755/218636

Dedicated Security Account Manager (Global Technology Organization)

Job Introduction:

This position description assumes that the individual has satisfied all basic requirements for employment by G4S Secure Solutions (Canada) Inc., including, but not limited to: criminal police information check (CPIC) credit reference, background check, minimum age, and minimum education (high school diploma or foreign equivalency, or earned GED).  Additionally, this job description in no way states or implies that these are the only duties to be performed by this employee.  The individual in this position is required to follow any other instructions and perform any other duties requested by this position’s management.

Role Responsibility:

G4S has an exciting opportunity for a Dedicated Security Account Manager for an international customer in the technology industry!  The successful candidate will manage a team of security operations personnel including Global Security Operations Center (GSOC) Operators in Ottawa, Ontario and guarding operations globally.  

General Purpose and Function of Position:

The Dedicated Security Account Manager is the primary point of contact for G4S and client leadership, responsible for managing execution, quality assurance, and leading the day to day operations of the Guard Force and Global Security Operations Centre (GSOC) Centre.  This position will be an essential position within the Client’s security operations as the point person to connect security services with the needs and requirements of the overall business.

G4S Facing Duties:

  • Manage the day to day operations of the GSOC Program including:

  • Scheduling and time off requests for Operators including management of overtime.

  • GSOC Operator performance management and annual review processes.

  • Ensuring execution of the duties of GSOC Operators Level I and II in accordance with Standard Operating Procedures

  • Reviewing shift reports and work product submissions for trends and quality assurance

  • Manage the day to day operations of the Guard Force Program globally including:

  • Liaising with Canada, USA, and International offices to ensure service delivery objectives are met for permanent and ad-hoc posts and ensuring timely resolution of issues.

  • Ensuring guard shifts are being fulfilled as scheduled, Post orders & SOPs are being

  • followed as laid out, and liaising with G4S when issues arise surrounding those items

  • Quality assurance and review of site guard reports and relevant mobile patrol reports.

  • Reviewing shift reports and work product submissions for trends and quality assurance

  • Managing the training matrix (Guard Force & GSOC)

  • Interviewing and selection of candidates for positions on the account

  • Working with Branch, Regional, and G4S leadership to ensure the highest quality of service is provided to client sites globally.

  • Communicate program status, successes, opportunities for improvement, and other relevant matters to the client and G4S, escalating any service delivery issues to correct root causes.

  • Other duties as assigned.

Client Facing Duties:

● Represent the GSOC and Guard Force Programs to internal stakeholders to align program

direction with Global Security initiatives

● Participate in the development of new processes, procedures, and post orders impacting

programs executed by G4S.

● Develop and update Standard Operating Procedures based on process and execution changes.

● Contribute as a trusted advisor to assigned projects

● Act as first point of contact for the client on any matters pertaining to the GSOC and Guard


● Participate and lead process reviews to enhance the service capabilities of the Guard Force and GSOC Programs to identify issues and solutions.

● Act as the voice of the customer to G4S leadership.

● Investigate and resolve quality assurance issues

● Production of GSOC weekly performance reports and statistics

● Complete and report on a monthly review of contract Key Performance Indicators and metrics

(training matrix, performance issues, post-fulfillment, etc.)

● Support immediate turnaround tasks and emergency monitoring requests as needed to ensure the safety of client personnel and assets.

● Monitor program status and report recommended changes and scaling to the client.

● Other duties as assigned.

The Ideal Candidate:

This position is a 9-5 / 8-4 position working an average of 40 hours per week. However, the selected candidate(s) must be willing to be on-call as required and may be required to work after hours to support the needs of the client.

Formal Education, Experience, and Licenses Required:

● College diploma or university degree in Police Foundations/Law and Security/Criminology,

Communications or related field, AND 5+ years of relevant work experience.

● Experience working in a Security Operations / Fusion Centre environment is a strong asset

● Experience in managing a contracted guard force with a high commitment to excellence is an


● Experience in data reporting and quality controls is an asset.

● Must be able to pass any provincially required training or other qualifications for employment

● Must be able to pass and complete employer mandated training (on-line learning modules,

in-class and virtual training as required)

● Must maintain an active Security Guard License for the Province of Ontario

● Must successfully pass a Criminal Background Check and/or obtain security clearances as

required by the client and employer.

Highly Preferred Qualifications:

  • 3-5 years of experience working in one or more of the following environments:

    • Corporate Security or Security Operations/Fusion Centre environments involving 24/7

    • monitoring and escalation processes.

    • Threat/Risk Analysis for Safety and Security

    • Intelligence Analyst/Operator or equivalent experience.

    • Experience in conducting investigations is an asset.

    • 3+ years of Management experience in 24/7 environments

  • PMP, PgMP, CPP, PSP, certifications are considered an asset.

  • Advanced communication skills (written and verbal) in English with the ability to effectively communicate quickly and concisely with exceptional detail

  • Ability to prepare impactful analysis reports and present them to leadership.

  • Ability to remain calm under pressure, adapt to, and lead in, changing and dynamic situations.

  • Desire to perform and deliver work by the G4S core values of Integrity, Respect, Teamwork, and Service Excellence

  • Prior military or law enforcement experience is an asset.


About the Company:

G4S is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

G4S est un employeur inclusif et équitable, en encourageant les candidatures de femmes qualifiées et les hommes y compris les personnes handicapées, les membres des minorités visibles et les personnes autochtones

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