ICTS ROLE PROFILE
Role Title
Regional Account Manager
Department
Corporate Security
Reports to
Head of Operations - Corporate
Shifts/Pattern
Mon-Fri (with some flexibility)
Hours
40 Hours
Location
Regional – Multiple UK Client Sites
Job Overview
As a Regional Account Manager, you will be responsible for the operational delivery and performance of multiple corporate security contracts across your assigned region. You will oversee and support the operational teams at each site, ensuring service levels are met, client relationships are maintained, and teams are engaged and performing effectively. This is a people-focused role that demands strong leadership, a proactive approach to contract management, and a strong commitment to service excellence. You will work closely with the Head of Operations, providing regional insights and ensuring alignment with wider strategic and compliance goals.
Principal Accountabilities
- Oversee the day-to-day operations of multiple corporate security contracts within your region, ensuring services are delivered in line with client expectations and ICTS standards.
- Line manage contract-based operational teams (number of teams and sites may vary), providing direction, coaching, and performance management.
- Develop 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 and reviews, supporting continuous improvement and adherence to standards.
- Work closely with the Head of Operations to deliver regional 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 contracts or the transition of existing contracts within your region, as required.
- Act as the key escalation point for operational matters in your region and support incident response activity where necessary.
- Regularly travel between sites to maintain visibility, support teams, and engage with clients face to face.
- 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.
- Flexibility to travel regionally on a regular basis.
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.
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.
