Duty Manager - Airport Operations

Job Description: Duty Manager - Airport Operations

Location: Heathrow

Position Summary

The Duty Manager is the designated Level 3 Aviation Security Manager (ASM)on shift, holding ultimate responsibility for the secure, safe, and efficient delivery of all operational activities. This senior role provides strategic oversight and decisive leadership to Mobile Supervisors and operational teams, ensuring strict compliance with all regulatory and company standards. In the event of a major airport incident, the post-holder is trained and authorised to assume the Bronze Commander role for the company, acting as the tactical lead for the company's response and liaising with the multi-agency command structure.

Key Responsibilities

Operational Management (Level 3 ASM):

• Act as the senior on-shift manager and designated Level 3 ASM, providing strategic direction and oversight to all operational teams.
• Hold responsibility for ensuring all aviation security activities comply with the Department for Transport (DfT) regulations, the company's security programme, and National Aviation Security Programme (NASP) requirements.
• Make high-level decisions regarding security operations, resource deployment, and contingency planning.
• Conduct strategic reviews of security performance and implement continuous improvement initiatives.

Incident & Crisis Response:

• During normal operations: Manage the response to all security and operational incidents, providing direct guidance to Mobile Supervisors.
• During a declared major incident: Assume the role of Bronze Commander for the company’s response. Tactically manage and deploy company resources at the scene, in line with the strategies set by Silver (Tactical) and Gold (Strategic) Command.
• Serve as the primary company liaison to other agency Bronze Commanders (e.g., Police, Fire Service) during an incident, ensuring a co-ordinated response.
• Ensure thorough and accurate incident reporting and lead operational debriefs.

Stakeholder & Client Liaison:

• Serve as the primary company point of contact for senior on-shift stakeholders from airlines, ground handling agents, and airport authorities.
• Represent the company’s operational and security interests at airport-wide briefings and meetings.

Leadership & People Management:

• Provide strong, visible leadership and direct line management to Mobile Supervisors.
• Mentor, coach, and develop supervisory staff to enhance their operational and leadership capabilities.
• Manage performance, conduct, and welfare issues within the team in line with company policy.

Compliance & Safety:

• Champion a positive security and safety culture, ensuring all incidents and near-misses are investigated and remedied.
• Authorise and approve significant operational decisions affecting security and safety.
• Ensure all audit and compliance actions for the shift are completed and documented.

Reporting & Handover:

• Review and approve detailed shift reports and security logs submitted by Mobile Supervisors.
• Compile and deliver comprehensive handover reports to the oncoming Duty Manager and senior management.

Person Specification

Qualifications & Experience

Essential:

• Must hold or be eligible to be approved as a Level 3 Aviation Security Manager (ASM) by the relevant authority (e.g., CAA/DfT).
• Substantial and proven experience in a senior operational management role within UK airport security or a highly regulated, safety-critical environment.
• Comprehensive knowledge of UK CAA regulations, DfT security mandates, and the National Aviation Security Programme (NASP).
• Proven experience in incident management and a clear understanding of the multi-agency command structure (Bronze, Silver, Gold) and JESIP principles.
• Exceptional leadership skills with experience in managing large, multi-disciplined teams and first-line managers.
• Outstanding verbal and written communication skills, with the proven ability to influence senior stakeholders and command authority.
• Full, valid UK driving licence. Airside Driving Permit (ADP) qualification is essential or must be obtainable.
• Flexibility to work a 24/7 shift pattern, including nights, weekends, and public holidays.

Desirable:

• Formal management qualification (e.g., ILM, CMI).
• Formal training in incident command (e.g., Bronze Commander training).
• Formal qualifications in Health & Safety (e.g., IOSH Managing Safely).

Personal Attributes

• A decisive and authoritative leader, calm under extreme pressure.
• Strategically minded with excellent problem-solving and analytical skills.
• Resilient and adept at managing multiple high-priority situations concurrently.
• High level of integrity and professionalism, with the ability to build trust and rapport at all levels.
• Proactive and continuously driven to improve operational and security standards.

This position may be subject to Client/Board approval.

All Positions are subject to a probationary period of 6 months.

Please Note: The probationary period can be extended should the candidate’s performance not meet the required standard.

ICTS IS AN EQUAL OPPORTUNITIES EMPLOYER