Overview
The Operations Manager is responsible for the planning, coordination, and delivery of security operations across KSS NW LTD’s festivals, outdoor concerts, and retail client portfolio.
The role includes end-to-end project management of selected festivals and events, leadership of day-to-day security operations, management of operational risk, and maintenance of strong client relationships across both event and retail sectors.
Key Responsibilities
Festivals & Events Operations
* Project manage allocated festivals and outdoor concerts from planning through mobilisation, delivery, and debrief
* Develop, review, and implement security operations plans, risk assessments, and crowd management strategies
* Lead on-site security operations, including briefings, command structures, and incident response
* Ensure compliance with licensing conditions, event safety requirements, and agreed security plans
* Liaise with event organisers, production teams, local authorities, emergency services, and SAG partners
* Manage staff deployment, performance, welfare, and conduct
Risk & Compliance
* Identify and manage operational risks across live event environments
* Ensure adherence to company policies, client requirements, and industry best practice
* Support investigations, reporting, and post-event reviews
Retail Operations
* Support delivery of KSS NW LTD’s retail security contracts
* Act as an operational contact for selected retail clients
* Conduct store visits, audits, and operational reviews
* Support incident management, investigations, and client reporting
People & Performance
* Lead, support, and develop supervisors, team leaders, and security officers
* Ensure effective communication, briefings, and operational standards
* Support recruitment, training, and staff development initiatives
Reporting & Administration
* Complete operational reports, event debriefs, and client updates
* Support scheduling, resourcing, and operational planning
* Provide feedback and recommendations to senior management
Essential Experience & Skills
* Proven experience managing security operations at festivals, events, or large-scale public gatherings
* Strong knowledge of crowd management, event risk, and security operations
* Experience managing teams in live operational environments
* Strong organisational and project management capability
* Excellent communication and stakeholder management skills
* Ability to operate calmly and decisively under pressure
Desirable Experience
* Experience supporting retail security or loss prevention operations
* Familiarity with SAG processes, licensing, and event safety frameworks
* Experience managing multiple projects or contracts simultaneously
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