Operations Manager

Operations Manager

Responsible to: Contract Manager

Direct Reports: Team Leaders & Court Security Officers over a geographical area

Stakeholders: Judiciary

NICTS Managers & colleagues

NIPS

PSNI

NICTS Contract Management

Court building users – members of the public

Main purpose of Job

To ensure that an efficient and effective service is provided to the customer by maintaining a high level of communication through the strategic use of available manpower.

Principal Responsibilities

Service Delivery: Ensure high-quality, contractual security and facility solutions that satisfy customer, business, and statutory requirements.

Change Management: Ensure any operational changes are managed across the team to drive operational efficiency, ensure minimal service delivery and manage any risks throughout every phase of transition.

Team Leadership: Direct front-line Court Security Officers, Team Leaders, and support personnel while managing recruitment, training, development, and performance management.

Financial Accountability: Take ownership of local budgets and maximise operational cost efficiency.

Compliance & Safety: Maintain strict adherence to company policies, health and safety regulations, relevant legislation, and quality assurance standards.

Incident Management: Monitor operational performance, ensure all reportable matters are appropriately routed, and liaise with local clients when issues arise.

Staff Development & Welfare: Provide employee care, motivation, and support to ensure high levels of staff engagement, retention, and service excellence. 

Operational Standards & Assurance: Conduct regular briefings, on-site inspections, key maintenance, and CCTV downloads while maintaining up-to-date assignment instructions and operational documentation.

Stakeholder Communication: Provide accurate, timely feedback and reporting to the Contract Manager and Management Team to maintain collaborative client relationships and service delivery.

Essential Criteria

Minimum of 5 years experience in leading a team 

Previous experience in Managing employee related issues

Hold or be able to achieve CTC clearance

Full UK Driving Licence

Desirable Criteria

Knowledge of Google work suite