ICTS ROLE PROFILE
Role Title
Account Manager
Department
Corporate Security
Reports to
Head of Operations - Corporate
Shifts/Pattern
Mon-Fri
Hours
40 Hours
Location
London / Various UK wide
Job Overview
As Account Manager, you will be responsible for leading the delivery of a single, high-profile corporate security contract across a network of sites, with the primary location based in central London. You will oversee and coordinate the operational teams across these sites, ensuring consistently high service standards, strong client engagement, and compliance with all contractual and regulatory requirements. This role requires hands-on leadership, excellent relationship management, and a detail-oriented approach to service delivery. You will work closely with the Head of Operations to align local delivery with wider strategic and compliance objectives, representing ICTS in all client matters across the contract.
Principal Accountabilities
- Manage the day-to-day delivery of security services across the contract’s primary London site and additional regional client locations.
- Line manage operational teams, providing direction, coaching, and performance management.
- Maintain strong, collaborative working relationships with client stakeholders to ensure satisfaction, engagement, and operational effectiveness.
- Monitor and report on contract performance against agreed SLAs and KPIs, taking corrective action where necessary.
- Ensure full compliance with contractual, regulatory, and company requirements across all locations under your responsibility.
- Conduct on-site audits, reviews, and incident response activity, supporting continuous improvement and adherence to standards.
- Work closely with the Head of Operations to deliver contract objectives and support wider strategic initiatives.
- Collaborate with internal functions including Recruitment, HR, Compliance, and Training to ensure resourcing, development, and support needs are met.
- Promote a culture of safety, integrity, and inclusion across your teams, aligned with ICTS values.
- Support the mobilisation of new services or changes within the contract scope, ensuring smooth transitions and continuity of service.
- Act as the key escalation point for operational matters and support incident response activity where necessary.
- Regular presence at the main client site and frequent travel to smaller satellite locations to ensure service visibility and client confidence.
- Deliver ICTS’s wider strategy, offering insights and operational feedback to shape long-term goals and business development priorities.
Qualifications and Experience
Essential:
- Valid SIA licence (Front Line or Non-Front Line), or the ability to obtain one, with a solid understanding of licensing conditions and responsibilities.
- Experience in contract management or operational leadership within the security or facilities management industry.
- Strong people management skills with a track record of leading and developing multi-site teams.
- Demonstrable client-facing experience with the ability to build professional relationships and influence at a local level.
- Working knowledge of SLAs, KPIs, compliance requirements, and audit processes.
- Solid understanding of operational risk, incident management, and team performance oversight.
- Effective communication and interpersonal skills, with strong organizational and time management ability.
- Regular presence at primary site with flexibility to travel to satellite locations.
Desired:
- Professional qualifications in security management, operations, or leadership.
- Experience supporting tender mobilization or transitions of service contracts.
- Familiarity with security technologies and digital reporting systems.
- Full UK driving licence.
Full training, uniform and health and safety equipment are provided, and you will also have access to:
• Personal Pension Scheme
• Health Insurance Scheme
• Discount shopping platform
• Employee Assistance Programme
• Cycle to Work Scheme
Established in 1987, ICTS specialises in the provision of integrated security and customer services within the most demanding environments. ICTS works with major public attractions, leisure, financial, retail, public sector, transport and government bodies. We take our commitment to principles of fairness and mutual respect for people of all faiths and cultures seriously and we expect our employees to do the same.
