Operations Support Manager

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

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