Purpose: We are seeking a dynamic and experienced Operations Support Manager to lead our Centralised Support Services team. This role has direct oversight of the Planning, Vetting, Invoicing, and Data Management departments, ensuring seamless back-office operations in support of both Aviation and Corporate contracts. Based at our head office in Stockley Park, this role plays a crucial part in driving operational efficiency, governance, compliance, and service delivery excellence across the business.
Reporting to: Director Ops support
Direct Reports: Planning & Data Manager, Invoice Manager, Vetting Manager, Office Manager
Location: Stockley Park, England
Hours of Work: As required to meet the operational and strategic needs of the business
Remuneration: Competitive (to be confirmed) Plus benefits
Closing Date: 11/07/2025
Our Ethos
Customer First
Our clients have chosen to work with ICTS our duty is to serve them. Meeting the current and future needs of our clients must remain a motivating driver.
Teamwork
Our operational model is based upon teamwork. We must respect and support our colleagues, clients, and managers.
Innovation
We adapt and innovate to retain clients and diversify our services.
Integrity
Honesty and transparency are integral to our success. We deliver on our promises.
Role Overview
Key Responsibilities
Leadership & Operational Oversight
- Provide strategic and operational leadership to the Planning, Vetting, Invoicing, and Data teams.
- Oversee daily operations to ensure departments function cohesively and deliver timely, accurate, and compliant outputs.
- Act as a key escalation point for internal stakeholders regarding support services.
- Chair cross-departmental operational meetings to maintain alignment and drive continuous improvement.
- Develop and implement departmental KPIs and SLAs; monitor compliance and performance.
- Support departmental managers in workforce planning, recruitment, performance management, and professional development.
Planning & Resource Management
- Oversee the Centralised Planning department to ensure effective scheduling aligned with contractual obligations and operational efficiency.
- Drive the use of planning tools and technologies to optimise resource utilisation and shift coverage.
- Maintain oversight of resource modelling and forecasting across all contracts.
Daily Performance Reporting & Analysis
- Establish and maintain a daily reporting structure covering all UK Aviation and Corporate contracts.
- Provide a consolidated daily report to the Director of Operations Support, covering:
- Planned vs Actual manned hours, broken down by site and contract.
- Schedule compliance metrics including shortfalls, overages, and compliance rates.
- Current vs Projected staffing levels, highlighting risks and gaps.
- Provided vs Invoiced hours, including variance analysis and revenue impact.
- Collaborate with the Data and Invoicing Managers to ensure real-time accuracy of reporting.
- Leverage reporting insights to inform strategic workforce and financial planning.
- Contribute data and commentary for board-level reports and divisional performance reviews.
Compliance, Vetting & Governance
- Ensure the Vetting department operates in line with industry regulations and internal standards, particularly within the aviation security context.
- Monitor compliance metrics, address shortfalls, and ensure rigorous document control and audit readiness.
- Maintain working knowledge of CAA, DfT, and GDPR requirements and ensure relevant policies are adhered to.
Invoicing & Financial Accuracy
- Oversee the Invoicing team to ensure timely, accurate billing in line with contractual terms.
- Collaborate with finance and operational leads to resolve discrepancies and improve billing processes.
- Monitor invoice cycle times, query resolution, and data quality to minimise revenue leakage.
Data Management & Reporting
- Lead the Data Management function to ensure integrity, accuracy, and timely availability of operational and workforce data.
- Drive automation, reporting tools, and analytics initiatives to improve visibility and strategic decision-making.
- Support reporting requirements for board-level presentations, tenders, audits, and KPIs.
Cross-Functional Collaboration
- Collaborate with Regional and Operations Managers to ensure alignment of support services with field operations.
- Contribute to business continuity planning, risk mitigation, and policy development.
- Support senior leadership with preparation of key documentation and presentations.
- Ensure systems and workflows are documented, scalable, and audit ready.
This list is not exhaustive, and you will be expected to carry out tasks as directed by ICTS (UK) & Ireland Ltd Senior Management
Candidate Profile
Essential Criteria
- Proven track record in managing multi-disciplinary support functions in a complex, high-volume environment.
- Strong leadership skills with experience managing managers across different functions.
- Highly organised, strategic, and operationally astute with a keen eye for detail.
- Deep understanding of compliance, governance, and operational processes within a regulated environment.
- Demonstrated experience in workforce planning, scheduling tools, or workforce management systems.
- High proficiency in Excel and enterprise-level reporting tools.
- Strong interpersonal and stakeholder management skills, with the ability to influence cross-functionally.
- Minimum of five years’ continuous UK residency and/or valid right to work in the UK.
Desirable Attributes
- Previous experience in an aviation, security, or facilities management environment.
- Familiarity with CAA, DfT, and/or security vetting procedures.
- Experience with billing systems or finance operations.
- Project management certification or experience in systems/process implementations.
Application Process
Please note: This role may be subject to Operations Director or board approval.
To apply, please submit your CV and a tailored cover letter to:
Ghouse.Mohammed@icts.co.uk
