Regional Service Delivery Manager

Paladin-Airport-Security-Services; Victoria; On-site; CAD 90,000 - 120,000; Full time

Job summary

Paladin Airport Security Services Ltd. is seeking a Service Delivery Manager to oversee screening operations at Victoria International Airport (YYJ). The role leads a team of Screening Officers, drives KPIs, and ensures compliance with SOPs, while fostering a diverse and inclusive workplace culture.

The role requires leadership experience in protective services, relevant education, and the ability to obtain security clearances. Willingness to work 24/7 shifts and irregular hours is essential.

Qualifications

• Minimum 3 years in a protective service leadership role, preferably aviation security in a unionized environment.
• Bachelor's degree in Business Administration, Management, Finance, Criminal Justice, or related field; OR 2 years post-secondary education + 1 year supervisory/managerial experience in a customer service/operational/unionized environment.
• Ability to acquire Transportation Security Clearance (TSC) and eligibility for Federal Security Clearance.
• Knowledge of relevant security and employment legislation.
• Strong operational focus, ability to work under pressure and provide creative solutions.
• Proficiency in Word, Excel and PowerPoint.
• Willingness to work irregular hours, shift work, and attend incidents after hours.
• Strong communication, leadership, client service, and persuasive skills.
• Fluency in French is an asset.

Responsibilities

• Take an ownership role in screening checkpoint operations and screening compliance.
• Build and maintain strong customer relationships with stakeholders within aviation security.
• Achieve daily KPIs and ensure compliance with SOPs.
• Lead and mentor Screening Officers, promoting an engaged and motivated workforce.
• Conduct regular performance reviews and recommend employee recognition programs.
• Apply corrective measures following the progressive discipline process when needed.
• Compile comprehensive security incident reports with timelines and actions taken.
• Assist Screening Officers in escalated operational matters and incidents.
• Conduct workplace investigations with guidance from People & Culture and senior leadership.
• Perform essential administrative tasks aligned with daily operations.

Skills

Leadership

Communication

Client service

Persuasive skills

Operational focus

Creative solutions

TSC clearance

Microsoft Word

Microsoft Excel

PowerPoint

Shift work

French language

Education

Bachelor's degree in Business Administration/Management/Finance/Criminal Justice or related field

2+ years post-secondary + 1 year supervisory/managerial experience in a relevant environment

Tools

Word

Excel

PowerPoint

Job description

The Paladin Difference starts with our team. We are committed to being Curious, Accountable, Respectful, and Exceptional, and making the world a safer and friendlier place because we CARE! If this sounds like a team that you'd like to join, we want to meet you!
La différence Paladin commence avec notre équipe. Nous nous engageons à être Curieux, Responsable, Respectueux et Exceptionnel, et à rendre le monde plus sûr et plus convivial parce que nous "Nous soucions"! Si cela vous semble être une équipe à laquelle vous aimeriez vous joindre, nous voulons vous rencontrer!

Job Skills / Requirements

The Service Delivery Manager (SDM) is primarily responsible for overseeing screening operations at the various checkpoints in their designated airport and ensuring the achievement of all operational Key Performance Indicators (KPIs) within their purview, while identifying both strengths and weaknesses in operations and striving to enhance service delivery and operational efficiencies. In this leadership role overseeing a team of Screening Officers, the SDM is accountable for fostering a positive workplace culture rooted in diversity and inclusivity.

Responsibilities

• Take an ownership role in screening checkpoint operations and screening compliance
• Build and maintain strong customer relationships with the stakeholders within aviation security
• Achieve daily KPIs and ensure compliance with Standard Operating Procedures (SOPs)
• Lead and mentor Screening Officers, promoting an engaged and motivated workforce
• Conduct regular performance reviews and recommend employee recognition programs
• Apply corrective measures following the progressive discipline process when and as needed
• Compile comprehensive security incident reports, documenting pertinent details, timelines, and actions taken during and after the incident
• Assist Screening Officers in handling operational matters requiring escalation, such as complaints and security incidents
• Conduct workplace investigations with guidance from People & Culture and the senior leadership team
• Perform essential administrative tasks in alignment with daily operations

Qualifications

• Minimum of three (3) years of work-related experience in a protective service leadership role, preferably in the aviation security industry in a unionized environment
• Bachelor's degree in Business Administration, Management, Finance, Criminal Justice, or related field; OR a minimum of two (2) years of post-secondary education combined with a year of supervisory/managerial experience in a customer service, operational, or unionized environment
• Ability to acquire Transportation Security Clearance (TSC) and eligibility for Federal Security Clearance
• Knowledge of relevant security and employment legislation
• Strong operational focus, ability to work under pressure and provide creative solutions
• Proficiency in using office software such as Word, Excel and PowerPoint
• Willingness to work irregular hours, shift work, and attend incidents after hours
• Strong communication, leadership, client service, and persuasive skills
• Fluency in French is an asset

Work Hours: These are 24/7 positions, so candidates with open availability to work morning, afternoon, and evening shifts are preferred.This role is fully based at Victoria International Airport (YYJ).

Additional Information / Benefits

Paladin Airport Security Services Ltd. (“PASS”) has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Airport Security Services Ltd. (“PASS”). is committed to providing accommodation for people with disabilities through the interview process and while employed. If you require accommodation during the interview process, please let us know and we will work with you to meet your needs.

Paladin Airport Security Services is interested in getting to know candidates authentically and with integrity. To ensure a fair, transparent and equitable selection process, please do not use AI tools during your application, pre-employment testing, or interview. Failure to adhere to this guideline may result disqualification from the recruitment process.
Les Services de Sécurité de l’Aéroport Paladin (PASS) ont une main-d'œuvre diversifiée. Nous croyons et nous nous engageons envers une culture de travail fondée sur le respect, l'inclusion et la diversité. Les Services de Sécurité de l’Aéroport Paladin (“PASS?”) s'engagent à fournir des accommodements pour les personnes handicapées tout au long du processus d'entrevue et pendant leur emploi. Si vous avez besoin d'un accommodement pendant le processus d'entrevue, veuillez-nous en informer et nous travaillerons avec vous pour répondre à vos besoins.