Cluster Account Manager

*Salary to be discussed during the interview process - DOE

Are you a dynamic leader with a passion for operational excellence? We're seeking a Cluster Account Manager to guide a team of dedicated security professionals, ensuring high service standards, regulatory compliance, and ongoing performance enhancements. In this key role, you’ll collaborate closely with clients and internal teams to deliver consistent results and drive growth across the region.

Key Duties and Responsibilities - The Cluster Account Manager will, 

• Develop and maintain strong working relationships with internal and external stakeholders.
• Lead and support the Training Manager, Area Supervisor and the Security Supervisors, fostering professional growth and operational knowledge.
• Oversee staff deployment levels in coordination with administrative support and client needs.
• Collaborate with the Cluster Training Manager to ensure all personnel receive appropriate
• induction and ongoing training.
• Contribute to and prepare operational and performance reports as required by management.
• Lead regular performance reviews and KPI meetings with client representatives.
• Develop and implement communication strategies to enhance compliance, safety, and service quality.
• Attend internal and external meetings relevant to the role and client engagement.
• Promote high standards of security service delivery across the region.
• Carry out other relevant duties as required to enhance the effectiveness and standards of the operation.

Key Responsibilities

Operational Management & Compliance

• Ensure consistent delivery of high-quality security services across multiple AWS data centres.

• Conduct regular audits to maintain compliance with AWS and ICTS protocols.

• Manage workforce planning, schedules, and staffing levels to meet operational needs.

• Maintain accurate timesheets, expense records, and oversee payroll coordination.

Team Leadership & Development

• Lead and support the Training Manager, Area Supervisor, and Security Supervisors.

• Oversee recruitment, onboarding, and probationary processes.

• Promote a culture of accountability, mentorship, and continuous improvement.

• Coordinate training compliance and maintain up-to-date certification records.

Client & Stakeholder Engagement

• Serve as the main point of contact for AWS client stakeholders.

• Lead regular service reviews, address concerns, and ensure delivery aligns with SLAs and KPIs.

• Support the development of emergency procedures and ensure team readiness.

Performance Monitoring & Reporting

• Gather and analyse data on staffing, incidents, training, and operational performance.

• Prepare comprehensive reports for Quarterly Business Reviews, highlighting achievements and plans.

• Collaborate with internal teams to ensure accurate reporting and insights.

Health, Safety & Security Standards

• Enforce strict adherence to access control, confidentiality, and safety guidelines.

• Promote a strong safety culture and support incident investigations and resolutions.

Strategic Planning & Continuous Improvement

• Identify opportunities for efficiency and service enhancement.

• Work with regional leadership to align with strategic goals and future growth.

• Stay current with evolving AWS security standards and adjust plans as needed.

Communication & Coordination

• Maintain regular communication with ICTS and AWS stakeholders.

• Share key updates with site teams and ensure effective coordination across sites.

Skills and Experience: 

Essential:

•     Proven ability to manage and lead security teams.

•     Excellent interpersonal and communication skills.

•     Experience managing performance and delivering training outcomes.

•     Organised, self-motivated and capable of working to tight deadlines.

•     Proactive and solutions-driven approach.

•     Ability to influence stakeholders at all levels.

•     High standard of report writing and presentation skills.

•     Competent in using Microsoft Office applications.

Please note: The position is subject to a probationary period of 6 months. This may be extended should the candidate’s performance not meet the required standards.

We take our commitment to principles of fairness and mutual respect for people of all faith and cultures seriously and we expect our employees to do so as well. We take firm action where any concerns are raised both internally and by our clients, customers and members of the public.

*Salary to be discussed during the interview process - DOE.

ICTS is an equal opportunities employer.