Deputy Account Manager

ICTS ROLE PROFILE

Role Title

Deputy Account Manager

Department

Corporate Security

Reports to

Account Manager

Shifts/Pattern

Mon-Fri (with some flexibility)

Hours

50 Hours

Location

London (with responsibility for additional client sites under the same contract)

Job Overview

As Deputy Account Manager, you will support the Account Manager in the effective delivery of a high profile corporate security contract across a network of sites, primarily based in central London. You will assist in coordinating operational teams, maintaining high service standards, supporting client engagement, and ensuring compliance with contractual and regulatory requirements. This role requires strong organisational skills, a proactive and professional attitude, and the ability to act as a key support to the Account Manager and wider operational leadership team.

Principal Accountabilities

• Support the Account Manager in the day-to-day delivery of security services across the main client site and associated regional locations.
• Provide first-line support to site-based teams, ensuring operational standards are maintained.
• Assist in maintaining collaborative relationships with client stakeholders, supporting engagement and issue resolution.
• Monitor service delivery against SLAs and KPIs, contributing to regular performance reporting and improvement actions.
• Ensure site-level compliance with company, contractual, and legal requirements, including licensing and documentation.
• Participate in site audits, inspections, and incident response, reporting outcomes to the Account Manager.
• Act as a point of contact for operational queries or escalation in the absence of the Account Manager.
• Contribute to rostering, welfare checks, and supervision of staff across multiple locations.
• Support the induction, onboarding, and development of officers, working with internal departments as required.
• Promote a positive and inclusive team culture aligned with ICTS values.
• Support the coordination and delivery of mandatory and contract-specific training, ensuring all officers are compliant and equipped with the knowledge required for their roles.
• Conduct regular 1-2-1 engagement meetings with officers to review performance, gather feedback, and address welfare or development needs, escalating key issues to the Account Manager as appropriate.
• Provide on-site cover or attend satellite locations as directed to maintain service continuity and visibility.

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 organisational 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.
• Familiarity with security technologies and digital reporting systems.
• Full UK driving licence.