Operations Support Manager in Uxbridge

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.

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, schedule compliance metrics, current vs projected staffing levels, and provided vs invoiced hours.
  • 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.
  • 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.

Please note: This role may be subject to Operations Director or board approval. To apply, please submit your CV and a tailored cover letter.