POSITION OVERVIEW
As a member of the ISTC Strategic Leadership Team, the Head of Operations, Training, and Quality serves as the primary architect of instructional excellence across all local and international programs. Reporting directly to the COO, this role bridges the gap between high-level strategy and ground-level execution by harmonising complex training logistics with rigorous regulatory compliance. You are responsible for ensuring that every program—whether delivered at ISTC or overseas—adheres to global accreditation standards, internal budgets, and business objectives. By harnessing project management knowledge with deep operational expertise, you optimise will resource allocation, mentor instructional staff toward peak performance, and partner with the Managing Director to spearhead international growth and uphold the highest standards of service excellence.
KEY RESPONSIBILITIES
1. Operational Management
• Lead and manage the Operations and Training Team ensuring optimal planning, scheduling and coordination of the delivery of all onsite and local-offsite training programs and courses, and ensuring the testing and maintenance of all equipment, props and training aids, recording outcomes using the adopted software (Maintain X)
• Lead and implement and strengthen internal policies, processes, and procedures, Oversee the management of operations and training programs at ISTC, ensuring smooth and efficient execution.
• ensuring compliance with all operational and training delivery requirements.
2. Management of International Projects
• To actively manage international contracts, schedules, timelines, and deliverables to ensure successful project execution.
• Act as primary point of contact for international contracts between stakeholders, trainers, and participants, ensuring clear communication and expectations.
• Facilitate any project meetings and track action items to ensure follow-through on commitments.
• When required, create and implement project plans, objectives, and performance metrics and report project status updates to stakeholders.
• Ensuring international contract remain on budget throughout contract life
• Monitor project progress and proactively identify risks or issues, implementing solutions as necessary.
• Maintain project/contract documentation, including plans, reports, and budgets, ensuring all information is up to date and accessible.
3. Quality and Compliance
• Support the Chief Operating Officer on the Quality Management System (QMS), working with compliance and audit staff to maintain and exceed quality standards in training, health & safety, sales targets, and client satisfaction.
• Participate in audit processes and ensure continuous compliance with quality standards.
• Oversee audit of ISTC processes at KOC, manage audit evidence, and ensure continuous compliance with quality standards.
4. Instructor Recruitment and Management
• Collaborate with other stakeholders to recruit, select, and deploy instructors on overseas training contracts
• Manage the instructors, ensuring they are fully trained and competent for course delivery, deliver to required standards, maintain competencies, and give regular feedback sessions.
• Co-ordinate logistical arrangements for overseas instructors, including travel, accommodation, dealing with unexpected instructor absence, and other matters arising
• Maintain the Instructor Competency Matrix and assess instructors to ensure they meet training standards.
• Conduct annual appraisals and set development goals for direct reports
• Support the COO and HR in the recruitment and selection of full time instructors at ISTC.
5. Technical Support
• Lead and manage learning and development activities to ensure ISTC course materials are compliant with relevant standards and/or client requirements.
• Ensure training programmes meet relevant industry standards such as NFPA or, JOIFF, and other international accreditations held by ISTC
• Prepared to undertake occasional instructional duties to cover short-term absences, should the need arise.
6. Client and Sales Support
• Provide technical advice to the ISTC sales team and lead the development of customised training solutions to meet client requirements.
The list of ‘Responsibilities’ appearing in this job description is neither necessarily exhaustive nor is any part of this job description permanent.
REQUIRED QUALIFICATIONS & EXPERIENCE
• Extensive background in fire service or related industry.
• Proven experience managing fire service training to international standards.
• Demonstrated experience in managing training projects, budgets, and instructor teams.
• Familiarity with global fire safety training standards and accreditation requirements.
REQUIRED SKILLS & ATTRIBUTES
Communication and Interpersonal Skills:
• Strong verbal and written communication skills.
• Ability to build and maintain relationships with clients, instructors, and internal departments.
• Skilled in conflict resolution and providing constructive feedback.
Organisational and Time Management:
• Excellent planning and time management skills.
• Ability to manage multiple training projects simultaneously.
Problem Solving and Adaptability:
• Capable of identifying and resolving operational challenges quickly.
• Flexible and solutions-oriented with a proactive approach to change.
Leadership and Team Development:
• Ability to inspire, lead, and develop a team of instructors.
• Skilled in setting goals, evaluating performance, and guiding development.
Technical Proficiency:
• Strong knowledge of fire training curriculum, international safety standards, and compliance protocols.
• Competency in using project and training management tools.
COMPANY CULTURE FIT
• Embrace and uphold the company’s values, mission, policies and procedures.
• Demonstrate a proactive and solution-oriented approach to challenges.
• Strive for continuous improvement and innovation in practice