Service Delivery Manager

Paladin-Airport-Security-Services; Calgary; On-site; CAD 90,000 - 110,000; Full time

Benefits offered by this job

Top industry wages

Career advancement

Job summary

Paladin Airport Security Services is hiring a Service Delivery Manager based at the Calgary Airport. You will oversee screening operations, lead a team of Screening Officers, and drive daily KPIs while ensuring SOP compliance.

The role requires strong leadership, security knowledge, and the ability to manage incidents and stakeholder relationships. We offer a role with responsibility, growth opportunities, and a diverse, respectful workplace culture.

Qualifications

• Bachelor's degree or equivalent with 2 years post-secondary plus 1 year supervisory/managerial experience in a customer service, operational, or unionized environment
• Ability to obtain Transport Canada Security Clearance and eligibility for Federal Security Clearance
• Minimum 3 years of leadership experience in protective services, preferably aviation security in a unionized setting
• Knowledge of relevant security and employment legislation
• Strong operational focus, ability to work under pressure and provide creative solutions
• Proficiency with MS Word, Excel and PowerPoint
• Willingness to work irregular hours, shift work and attend incidents after hours
• Fluency in French is an asset

Responsibilities

• Overseeing screening operations at designated airport checkpoints
• Leading and mentoring Screening Officers to foster a positive, diverse workplace
• Managing screening checkpoint operations and ensuring compliance with SOPs
• Building strong relationships with aviation security stakeholders
• Achieving daily KPIs and incident reporting
• Conducting performance reviews and guiding employee recognition
• Collaborating with Talent Acquisition and Labour Relations on hiring and processes
• Escalating incidents and handling complaints as needed
• Performing essential admin tasks aligned with daily operations
• Active performance management of Screening Officers

Skills

Leadership

Communication

Client service

Persuasion

Education

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

Tools

MS Word

MS 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

We are currently hiring full-time 12-month term Service Delivery Managers based out of the Calgary Airport.

Why Paladin?

Paladin Airport Security Services (PASS) has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity.

• You receive top industry wages
• You have the opportunity to advance and grow your career

What do Service Delivery Managers do?

• Overseeing screening operations at various checkpoints in their designated airport
• Overseeing a team of Screening Officers, the SDM is accountable for fostering a positive workplace culture rooted in diversity and inclusivity
• 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)
• Achieve KPIs within their purview, while identifying both strengths and weaknesses in operations
• Lead and mentor Screening Officers, promoting an engaged and motivated workforce
• You will work closely with the Talent Acquisition and Labour Relations Teams to facilitate hiring, performance management and separation processes in alignment with company values and culture
• Conduct regular performance reviews and recommend employee recognition programs
• Apply corrective measures following the progressive discipline process when and as neededCompile 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
• Actively performance manage screening officers

What you bring to PASS:

• 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 Transport Canada Security Clearance and eligibility for Federal Security Clearance
• 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
• 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

#PASS2

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.