Operations Support Manager in Norwich

OCS UK & Ireland is a leading facilities management company with a turnover of £1.7bn and 50,000+ colleagues. We deliver innovative, award-winning services to the public and private sectors and our mission is to make people and places the best they can be.

This role sits within our Security business division which provides physical security guarding, access control, alarm systems and perimeter property protection, CCTV, mobile surveillance, and ANPR Technology services to a wide range of prestigious clients.

Working at OCS is more than just a job; it’s an amazing opportunity to begin or expand your career in Facilities Management. OCS has an ambition to become an ‘Employer of choice’ in our sector and is proud to invest in our colleague’s personal and professional development. OCS provides our colleagues with opportunities to gain qualifications through funded development programmes aligned to the knowledge, skills, and behaviours attached to their roles.

About The Role:

The Operations Support Manager plays a critical role in ensuring that security policies and procedures are effectively implemented and consistently maintained across all frontline operations. Acting as the link between strategy and delivery, they carry out regular site audits to identify non-compliant locations, addressing gaps and driving continuous improvement in standards. A key focus of the role is developing the capability of frontline teams through ongoing training, ensuring officers fully understand assignment instructions, expectations, and best practice. They also contribute to the evolution of the operation by supporting the development of new policies and refining existing processes to enhance efficiency and effectiveness. Operationally, they oversee deployment adherence across designated patches, ensuring Crime Prevention Officers (CPOs) are aligned to agreed deployments and needs such as holiday requests, shift cover, and queries are answered. In addition, they provide essential support to the wider operations team with HR processes and investigations, helping to maintain a professional, compliant, and high-performing security function.

Key Responsibilities

• Support the delivery of the crime prevention strategy across assigned sites, ensuring deployments align with agreed models and operational instructions.
• Monitor and challenge deployment inconsistencies, feeding in-site intelligence back to drive continuous crime reduction improvements.
• Lead and support investigations into incidents, misconduct, and operational breaches in line with policy, legal requirements, and best practice.
• Gather, document, and review evidence, working closely with HR, management, and external partners to ensure appropriate outcomes.
• Deliver ongoing training, coaching, and operational guidance to frontline teams, ensuring full understanding of site instructions and procedures.
• Identify skills gaps and support development plans, onboarding, and induction to maintain consistent performance standards.
• Conduct regular site audits to assess compliance, implement corrective actions, and promote accountability and continuous improvement.
• Maintain accurate operational records, analyse performance data, and produce clear reports to inform decision‑making and risk management.
• Provide day‑to‑day operational support to frontline teams, managing workforce needs, communication, and smooth site operations.
• Build strong stakeholder relationships while achieving key KPIs, including completing 20 site audits per week and training 30 frontline RSOs per week.

How to Apply:

At OCS, we believe our colleagues are the heart of our business. You’ll receive access to professional development opportunities, structured career progression, and the chance to work alongside supportive and inspirational teams. We are an equal opportunities employer and value the unique contribution of every individual. We welcome applications from all backgrounds, including those with disabilities, and will provide reasonable adjustments throughout the recruitment and employment process.