LGW Operation Manager

Reporting to: Station Manager
Location: England
Hours of Work: As required to meet the operational demands of the business ( around 45-50)
Remuneration: Competitive (to be confirmed)
Closing Date: End of April 2026

• Role Overview

We are seeking an experienced and strategically minded Operational Manager to provide leadership and operational oversight across London Gatwick Operations. This pivotal role is responsible for ensuring optimal performance, robust client engagement, and strong cross-departmental collaboration, while upholding the highest standards in compliance, financial stewardship, and service delivery. May be requested to support other operations across UK.

• Key Responsibilities
• Leadership & Operational Oversight

• Provide direction and leadership to a team of Duty Managers, ensuring operational excellence across the Station.
• Act as the primary escalation point for client concerns, ensuring timely and effective resolution.
• Chair monthly client engagement meetings to nurture and strengthen key relationships.
• Design and implement performance monitoring tools to ensure consistent achievement of KPIs.
• Design and monitor all the SLAs across their governance areas.
• Champion best practices, undertaking performance reviews and implementing corrective action plans where required.
• Organise and lead structured management meetings and report to station Manager.

• Strategic Planning & Reporting

• Compile detailed monthly reports and performance presentations for the Station Manager.
• Track recruitment performance, including retention, attrition, and length of service data.
• Ensure streamlined communication across operational and support departments.
• Escalate critical Station issues in a timely manner to Station Manager.

• Financial Management

• Work closely with the Station Manager. Manager to maintain billing accuracy and process efficiency.
• Manage and monitor Station expenditure, including fleet costs and resource allocation.
• Provide monthly financial performance analysis for the station.

• Cross-Functional Collaboration
• Collaborate with the Business Assurance Manager to update and maintain the Business Continuity Handbook, Risk Assessments across all sites.
• Actively participate in incident and accident response procedures.
• Support IT governance by facilitating resolution of system-related issues.
• Serve as a key point of contact for finance-related matters within the Station when deputizing for Station Manager
• Provide interim leadership support to Station Manager and Divisional Director as required.

• Candidate Profile
• Essential Criteria

• Demonstrable senior management experience with a strong track record of delivery.
• Proven ability to operate effectively in fast-paced, high-pressure environments.
• Strategic thinker with exceptional interpersonal and stakeholder management skills.
• Decisive and solution-oriented, particularly when handling critical issues.
• High proficiency in Microsoft Office and data reporting tools.
• Solid understanding of budget development and workforce resource planning.
• Previous experience within an airport security or aviation environment.
• Minimum of five years’ continuous UK residency and/or valid right to work in the UK.
• Willingness to support a 24/7 operational infrastructure as required.
• Live within 1hr or less travel from Gatwick airport

• Desirable Attributes

• Previous experience in managing complex airport or aviation operations.
• Full, clean UK driving licence.
• Airport Security Manager (ASM) certification.

• Application Process
•  
• 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 so as well. We take firm action where any concerns are raised both internally and by our clients, customers and members of the public.
• All applicants must have correct documentation enabling them to work in UK and also have a permanent NI number.
• Internal candidates will be expected to show a good attendance/timekeeping record and a good performance in their previous role(s).
• This position may be subject to Client/Board approval.
• All Positions are subject to a probationary period of 6 months.
• Please Note:  The probationary period can be extended should the candidate’s performance not meet the required standard.
•                
• Interested parties should send their CV with a covering letter to Bruno Freire (Bruno.freire@icts.co.uk)

ICTS is proud to be an Equal Opportunities Employer.