Public Realm Operations & Partnerships Manager
Public Realm Operations \& Partnerships Manager — Job Description
Reports to: Customer Success Manager
Location: London
Contract: Full\-time
Role Purpose
The Public Realm \& Area Operations Manager is responsible for leading the operational performance, people management, and delivery of Lodge's public realm, Business Improvement District (BID), retail security, and event security operations.
This role combines the responsibilities of operational leadership, partnership management, workforce development, and contract performance to ensure Lodge delivers safe, professional, and customer\-focused services across multiple locations. The successful candidate will act as a visible leader for frontline teams, a trusted partner to clients and stakeholders, and a key driver of operational excellence.
Spending a significant proportion of time in the field, the postholder will support supervisors and officers, maintain high operational standards, oversee recruitment and resource planning activities, and ensure compliance with all contractual and regulatory requirements. They will be responsible for building engaged, capable teams that consistently deliver exceptional service and embody Lodge's values.
The role works closely with Business Improvement Districts, Business Crime Reduction Partnerships, local authorities, police services, community safety partners, and clients to deliver coordinated approaches to crime reduction, public safety, and community engagement.
Working alongside the Customer Success Manager, the Public Realm \& Area Operations Manager is accountable for operational delivery, team performance, workforce planning, compliance, and service improvement. Through strong leadership, effective stakeholder engagement, and a proactive approach to problem\-solving, the role ensures contracts remain well\-managed, commercially sustainable, and aligned to both client expectations and Lodge's strategic objectives.
1\. Operational Leadership \& Service Delivery
- Lead frontline operations across public realm, BID, retail, and event security contracts.
- Maintain a strong field presence through regular site visits, audits, welfare checks, and operational reviews.
- Ensure all contracts are delivered in line with assignment instructions, client requirements, and company standards.
- Support supervisors and officers through coaching, mentoring, and visible leadership.
- Respond to operational challenges, incidents, service failures, and escalations.
- Promote a culture focused on service quality, accountability, and continuous improvement.
- Build and maintain strong relationships with clients, BID Managers, local authorities, police services, BCRPs, and other strategic partners.
- Act as the primary operational contact for clients across the region.
- Conduct regular client meetings, operational reviews, and site visits.
- Address client concerns promptly and ensure corrective actions are implemented.
- Support the Customer Success Manager by providing operational insight, reporting, and attendance at client meetings where operational expertise is required.
- Identify opportunities to add value and strengthen Lodge's position as a trusted partner.
- Lead, motivate, and develop frontline officers and supervisors.
- Conduct regular performance reviews, welfare meetings, and development discussions.
- Ensure every employee receives regular contact and support.
- Manage disciplinary, attendance, performance, and employee relations matters in accordance with company procedures.
- Identify talent and support succession planning initiatives.
- Promote employee engagement and recognition programmes.
- Deliver and support operational training programmes across all service lines.
- Ensure officers are competent in:
o Customer service
o Safeguarding and vulnerability
o Incident management
o Health \& Safety
o Public engagement
o Site\-specific procedures
- Ensure all new starters receive a structured induction and onboarding programme.
- Support continuous professional development for officers and supervisors.
- Oversee the effective use of Lodge's incident reporting systems.
- Ensure accurate and timely reporting across all contracts.
- Review incident data, identify trends, and implement preventative actions.
- Support intelligence\-led deployment of resources.
- Provide operational reports and performance insights to senior management and clients.
- Ensure lessons learned from incidents are embedded into future operations.
- Work closely with Scheduling and Recruitment teams to maintain appropriate staffing levels.
- Review and approve workforce plans and schedules.
- Minimise agency and relief officer dependency through proactive recruitment and retention.
- Manage holiday requests, absence management, and operational cover arrangements.
- Ensure contracts remain fully resourced and operationally effective.
- Lead the planning and delivery of event security operations.
- Complete operational plans, risk assessments, and deployment plans.
- Coordinate resources, suppliers, and stakeholder requirements.
- Manage event delivery and conduct post\-event reviews.
- Ensure compliance with relevant legislation and industry standards.
- Ensure compliance with:
o Health \& Safety legislation
o GDPR
o Employment legislation
o Assignment Instructions
o Risk Assessments
o Company Policies
- Complete audits, inspections, and compliance reviews.
- Ensure all operational documentation remains current and accessible.
- Escalate critical incidents and risks appropriately.
- Maintain strong integration between the Lodge Control Room and frontline operations.
- Ensure effective communication and escalation processes are followed.
- Support coordinated responses to incidents and emergencies.
- Promote consistency in incident handling and operational decision making.
Essential Experience
- Experience leading operational teams within security, policing, military, law enforcement, community safety, public realm, facilities management, or a similar environment.
- Experience managing multiple sites or contracts.
- Experience building and maintaining client relationships.
- Experience managing employee performance and development.
- Experience dealing with operational incidents and high\-pressure situations.
- Strong leadership and people management skills.
- Excellent communication and stakeholder management abilities.
- Strong organisational and planning skills.
- Ability to analyse operational and performance data.
- Effective problem\-solving and decision\-making capabilities.
- High levels of professionalism and accountability.
- Proficient in Microsoft Office and operational management systems.
- Valid SIA Licence.
- Full UK Driving Licence.
- Ability to travel regularly across operational locations.
- Willingness to work flexibly when operational requirements demand.
- Police, Military, or Community Safety background.
- CSAS accreditation experience.
- IOSH Managing Safely.
- NVQ Level 3 Spectator Safety (or equivalent).
- Security Management qualification.
- Event Security Planning experience.
Success in this role will be measured through:
- High client satisfaction and retention.
- Consistent achievement of contractual and SLA requirements.
- Strong officer engagement, retention, and performance.
- Compliance with SIA, CSAS, Health \& Safety, and company standards.
- Effective staffing levels and workforce planning.
- Reduction in operational incidents and service failures.
- Positive stakeholder feedback from clients, partners, and agencies.
- Delivery of safe, professional, and effective public realm and event operations.
- Continuous improvement in operational performance and reporting.
Application question(s):
- Do you hold a Full UK Driving License?
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