Field Support & Service Delivery Manager

Fusionsecurity; Burnaby; On-site; CAD 33,000 - 34,000; Full time

Benefits offered by this job

Paid training and industry accreditad?

Health & dental benefits for full-time

Reimbursement of security license fees

Referral bonuses

Career mentorship and upward mobility

Employee discounts

Fitness Centre membership

Job summary

Scarlet Security & Risk Group (SSRG) seeks an experienced Field Support & Service Delivery Manager to lead field operations, coach Officers and Supervisors, and ensure service quality across client sites. You will coordinate with the Operations Centre and management to maintain compliance with post orders and contractual requirements.

The role emphasizes leadership, mentoring, and proactive problem solving in a dynamic field environment, including incident support and service recovery.

Qualifications

• Minimum two years of supervisory or leadership experience.
• Security industry and/or security management experience; Valid BC Security Worker Licence.
• Valid First Aid certification or willingness to take course.
• Valid Class 5 Driver's Licence with clean record.
• High school diploma; post-secondary education is an asset.

Responsibilities

• Provide day-to-day support, guidance, coaching, and mentorship to Security Officers and Supervisors.
• Conduct site visits, staff check-ins, inspections, and quality assurance reviews.
• Assist with onboarding, orientation, training, and follow-up.
• Support staff during operational challenges, emergencies, injuries, and incidents.
• Conduct follow-up meetings related to performance, attendance, or conduct.
• Reinforce professional appearance, communication, accountability, and safety practices.
• Ensure services meet company standards and client expectations; follow post orders and site procedures.
• Liaise with field staff, clients, Operations Centre, and management during issues or emergencies.
• Identify service gaps and recommend improvements.

Skills

Supervisory experience

Security management

Customer service

Communication skills

Safety/compliance

Education

High school diploma

Post-secondary education (asset)

Tools

Microsoft Office

TrackTik or Trackforce

Job description

We are seeking an experienced, proactive, and customer-focused security professional for the position of Field Support & Service Delivery Manager (Full-Time).

The Field Support & Service Delivery Manager supports field operations, maintains service quality, and helps ensure compliance with company policies, procedures, post orders, and client expectations. The role provides leadership, guidance, coaching, and operational support to Security Officers and Supervisors while helping SSRG deliver consistent, professional service.

This position acts as a key connection between field staff, clients, the Operations Centre, and management. The updated title better reflects the visibility, responsibility, and positive impact of the role. The core duties remain largely unchanged.

Scarlet Security & Risk Group (SSRG) is an ISO31000, ISO9001 and ISO45001 certified company and one of Canada's leading security companies. We provide a variety of client-centric security, technology, risk management, and investigation solutions to customers across the country. Our diverse, highly qualified team members and relentless commitment to excellence create superior results for our clients.

Responsibilities

• Provide day-to-day support, guidance, coaching, and mentorship to Security Officers and Supervisors.
• Conduct scheduled and unscheduled site visits, staff check-ins, inspections, and quality assurance reviews.
• Assist with employee onboarding, field orientation, training, and follow-up.
• Support staff during operational challenges, emergencies, injuries, and workplace incidents.
• Conduct follow-up meetings related to performance, attendance, conduct, or disciplinary matters, as directed.
• Reinforce professional appearance, communication, accountability, and safe work practices.
• Help ensure security services meet company standards, client expectations, and contractual requirements.
• Confirm staff understand and follow post orders, site procedures, and client instructions.
• Liaise with field staff, clients, the Operations Centre, and management during service issues or emergencies.
• Assist with client concerns, service recovery, and operational follow-up.
• Identify service gaps and recommend practical improvements.
• Document site visits, client feedback, service concerns, and follow-up actions.
• Conduct briefings for special coverage, temporary assignments, and new deployments.
• Assist with alarm response, building patrols, urgent coverage, and emergency deployments when required.
• Confirm assigned staff are properly briefed, equipped, uniformed, and ready for duty.
• Deliver uniforms, equipment, keys, and other operational items to field staff.
• Assist with new site launches, special projects, and operational assignments.
• Maintain appropriate care and accountability for company vehicles, equipment, keys, and operational tools.
• Audit patrol reports, incident reports, logs, hazard assessments, and other operational documentation for accuracy and completeness.
• Support compliance with SSRG policies, health and safety requirements, and ISO 9001, ISO 31000, and ISO 45001 programs.
• Identify, document, and elevate risks, hazards, incidents, and service deficiencies promptly.
• Assist with incident investigations, corrective actions, and required follow-up documentation.
• Ensure required inspections, safety checks, and reporting are completed accurately and on time.
• Maintain confidentiality and protect company and client information.

Qualifications

• Minimum two years of supervisory or leadership experience.
• Security industry and/or security management experience. Valid BC Security Worker Licence.
• Valid Basic First Aid certification, OFA Level 1 or equivalent or would be willing to take course
• Valid Class 5 Driver's Licence with an excellent driving record.
• High school diploma required; relevant post-secondary education is an asset.
• Excellent verbal communication, email, and report-writing skills.
• Strong computer skills, including Microsoft Office and TrackTik or Trackforce.
• Strong organization, planning, conflict-resolution, and problem-solving skills.
• Ability to work independently, manage competing priorities, and make sound decisions under pressure.
• Exceptional interpersonal and customer service skills.
• Good physical fitness and ability to work in a dynamic field environment.

Working Conditions

• Work may be performed indoors or outdoors in varying weather conditions.
• The role includes regular driving, walking, standing, site inspections, report writing, and response to urgent situations.
• The employee must be prepared to work independently and respond professionally in demanding or high-pressure situations.

Working Schedule

• 12-hour night shifts: 9:00 PM to 9:00 AM
• Wednesday through Saturday, with every second Wednesday off
• Averaging Agreement applies

Benefits & Company Perks

• $24.00 - $24.75 per hour, depending on shift assignment and successful completion of probation.
• Paid training and subsidies for industry accreditations
• Reimbursement of Security License renewal fees (for full-time employees only)
• Health & dental benefits for full-time employees
• Up to $1,000 in referral bonuses when your friends join the team
• A culture of respect, mentorship, and upward mobility
• Access to exclusive employee discounts on over 5000 products & services
• Fitness Centre Membership (at Head Office)