At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.
Now, we’re looking for talented individuals to join our team and make a difference.
The Security Manager, Assistance (SMA) is responsible for providing the delivery of professional security assistance services for clients of International SOS, this includes security case delivery, progression, management, supervision and guidance aligning with the direction set by the Security Director, Assistance and adhering to global standards.
The SMA collaborates with Lead Security Analysts to ensure case management and operational planning align with intelligence assessments, supporting decisions during routine and crisis scenarios. Close coordination with Assistance Centre Operations, Medical, Transport Desks and Travel is essential to integrate security risk assessments into responses and action plans.
In this role you will also work with the Group Manager, Security Assistance & Service Quality and the Manager, Global Security Network to update operational processes. Additionally you will provide on-the-job training and support for Security Specialists, Assistance.
Responsibilities:
*Receive and scope client requests and formulate professional and effective solutions.
*Lead the security case function (on a rostered basis), driving security case management.
*Deliver high-quality, bespoke, verbal and written security risk assessments tailored to a client's profile and itinerary, escalating to senior management as required.
*Ensure operational planning and case management guidance is inline with International SOS' intelligence assessments, and 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.
*Provide dynamic case management direction to the Security Specialist Assistance team.
*Maintain a diverse network of security providers and hotels for case management, developing action plans and ensuring alignment with Intl. SOS’ analytical and operational stance.
*Coordinate with all global security teams for case management progression.
*Align International SOS’ operational posture and planning with the geo-political outlook.
*Work closely with the Quality Management team to ensure quality assurance for case management; this includes conducting case and call reviews; complaint investigations; calibration calls and participating in Quality Improvement meetings.
*Ensure timely and accurate case direction and transmission through documentation in in-house systems.
*Oversee functional feedback to Security Specialist Assistance deliverables, enhancing risk management, security best practices, and subject matter expertise.
*Develop and deliver training to build capabilities in security risk management and assistance operations.
*Enhance International SOS’ security assistance capabilities by contributing to functional projects such as risk management training and operational templates.
*Travel to locations as needed to assess security conditions, evaluate provider capabilities and expand the network of intelligence and assistance contacts.
*Participate in the regional on-call security roster.
*Taking ownership for complex assistance case progression, ensuring successful outcomes for clients.
*Support regional and global escalations by preparing Party Lines, Crisis Management Team briefings and managing crisis-related Requests for Assistance, including creating and executing Plans of Action.
*Deploy as part of, or lead, an Incident Management Team during crisis events.
*Support the maintenance and development of the Global and local knowledge databases.
*Deliver safety and security consulting and trainings and workshops as required and support client-specific security assistance consultancy tasks.
*Assist Sales and Marketing teams by articulating International SOS services and providing functional expertise during client-facing forums such as webinars.
*Complete competency-based training as prioritized by management.
*Pursue additional training related to security assistance as agreed with line management.
Requirements:
*Expert knowledge of geo-political and security landscape.
*Expert written and verbal communication skills in English.
*Additional language skill desirable German, Mandarin, Arabic, Russian, Italian or Spanish.
*Expertise in conducting profile-specific security risk assessments.
*Extensive knowledge of security risk management best practices across diverse risk environments.
*Expertise in planning, coordinating and delivery of security operations;
*Ability to critically analyse multiple streams of security, logistics and threat-based information under pressure and produce actionable plans.
*Proficient in providing others with a clear direction, supervising and giving feedback.
*Proficient stakeholder management skills.
*Proficient understanding of International SOS business, its clients and the markets in which it they operate in
*Typically 6 years + experience in security operations delivery and planning, including deployment in challenging environments across public, private, or nonprofit sectors. (For example: Assistance, Executive Protection, Crisis Management, Business continuity, Protective Services, Natural disaster response, Supply chain risk management, investigations, K&R etc.)
*Typically 5 years of people supervision experience.
*Strong experience in writing for senior management and decision-makers.
*Strong Microsoft Office Suite including MS Teams, CoPilot and OneDrive.
*Degree or equivalent professional training in security studies, war studies, international politics, international relations, or a related field.
*Accreditation from a regionally recognized security or risk management body.
Additional Information:
-Work a combination of 8-9 and 12 hour shifts, 7 days a week on a rostered pattern;
-Day shift work including occasional overtime based on operational requirements
-Occasional travel, including urgent deployments.
-Support an on-call rota for case escalations
By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success. International SOS has been awarded as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2025.
13,000 experts | 1,200+ locations | 90 countries | 110+ languages
Start your journey with us today. Apply now!
