About IDGateway

IDGateway delivers SaaS solutions into security-sensitive and operationally demanding environments. We work closely with airports, aviation operators and enterprise customers to improve operational efficiency, compliance and workforce management through modern technology.

We are growing quickly and need an Operations Manager who can take day-to-day control of how the business runs — keeping every team focused, on schedule and accountable to their commitments.

The Role

This is a hands-on operational leadership role. Your job is to make sure everyone in the business is doing what they are supposed to be doing, when they are supposed to be doing it.

You will maintain a clear, real-time picture of who is working on what across every team and function. You will hold people to their commitments, manage them against schedules and deadlines, and escalate problems before they become crises. You are the operational backbone of the business.

You will work directly with the Operations Director and senior leadership to translate priorities into clear plans and ensure those plans are executed. You are not here to observe and report, you are here to drive delivery and operational discipline across the whole organisation.

You will also lead the practical adoption of AI tools and AI-assisted workflows across the business, working with the Head of Software Engineering to embed smarter ways of working into day-to-day operations.

Key Responsibilities

Day-to-Day Operational Management

• Maintain a live, accurate picture of what every team and individual is working on and whether they are on track.

• Manage people against agreed schedules, milestones and deadlines across all functions in the business.

• Hold teams and individuals accountable for their commitments in a constructive but firm manner.

• Identify slippage, blockers and missed commitments early and take action to address them.

• Run regular operational reviews across teams to assess progress, surface risks and drive forward momentum.

• Escalate material issues to senior leadership promptly and with clarity.

Operational Control and Planning

• Ensure that business priorities, deadlines and resource plans are clearly defined and kept up to date.

• Maintain operational dashboards and reporting that give leadership real visibility of business performance.

• Coordinate workloads and priorities across teams to avoid bottlenecks and ensure effective use of resource.

• Manage dependencies between teams and functions so that nothing falls through the gaps.

• Produce clear, concise operational plans, status updates and progress reports for leadership.

Customer and Project Delivery

• Ensure that customer commitments and delivery expectations are tracked and met across all active projects.

• Work alongside the Delivery Manager to maintain control of SaaS delivery workstreams.

• Act as a point of escalation for operational issues affecting customers or delivery timelines.

Operational Improvement and AI Adoption

• Drive the adoption of AI tools and AI-assisted workflows to improve efficiency and productivity across the business.

• Identify opportunities for automation and smarter ways of working and lead their implementation.

• Support teams in embedding practical AI capability into their day-to-day work.

• Work with the Head of Software Engineering to ensure AI adoption is effective and well-governed.

Required Experience

• Proven experience in an operational management role with direct responsibility for managing people against schedules and deliverables.

• Strong track record of holding teams accountable and driving delivery discipline across multiple functions.

• Experience working across cross-functional teams in a fast-paced technology or software business.

• Demonstrable ability to manage many concurrent priorities without losing grip on the detail.

• Experience running operational reviews, tracking plans and producing clear progress reporting for leadership.

• Comfortable using project and task management tools such as Jira, Monday, Asana or similar.

• Strong stakeholder management and communication skills at all levels.

• Experience using AI tools and AI-assisted workflows in an operational context.

Ideal Profile

• Highly organised with an instinct for operational control and structure.

• Direct, confident and comfortable holding people to account in a constructive way.

• Proactive by nature, spots problems before they are reported and acts without being asked.

• Able to maintain visibility and control across many moving parts simultaneously.

• A strong communicator who can cut through complexity and give leadership a clear, honest picture.

• Calm and decisive under pressure.

• Comfortable operating in a fast-moving, evolving business where priorities can shift quickly.

• Interested in emerging technology and practical AI adoption.

• Focused on outcomes and results, not process for its own sake.

Desirable

• Experience within aviation, security, identity management or regulated industries.

• PRINCE2, AgilePM, PMP or equivalent qualification.

• Experience within a scaling SaaS business.

• Experience introducing automation or AI-enabled operational improvements.

What Success Looks Like

• Every team in the business knows exactly what they are working on and is on track against their commitments.

• Slippage and problems are surfaced and resolved quickly before they become escalations.

• Leadership has clear, real-time visibility of operational performance across the whole business.

Operations Manager