Service Delivery Manager

Paladin-Airport-Security-Services; Edmonton; On-site; CAD 90,000 - 115,000; Full time

Benefits offered by this job

Top industry wages

Career advancement opportunities

Job summary

Paladin Airport Security Services is hiring a Service Delivery Manager based out of the Edmonton Airport for a full‑time 6‑month term. You will oversee screening operations at checkpoints, manage a team of Screening Officers, and drive KPIs in a safety‑conscious environment.

The role requires a Bachelor's degree or two years post-secondary plus a year of supervisory experience, with eligibility for Transport Canada Security Clearance. Strong leadership and client service skills are essential.

Qualifications

• Bachelor’s degree or equivalent combination of education and supervisory/managerial experience.
• Experience leading teams in customer service or operational settings.
• Ability to obtain Transport Canada Security Clearance.

Responsibilities

• Oversee screening operations at designated airport checkpoints.
• Lead and mentor Screening Officers to foster a diverse, inclusive culture.
• Drive daily KPIs and ensure SOP compliance.
• Build strong stakeholder relationships within aviation security.
• Coordinate hiring, performance management, and employee recognition with People & Culture.
• Conduct performance reviews and manage escalations.
• Compile security incident reports and support investigation processes.

Skills

Team leadership

Operational oversight

Customer relationship management

KPI/SOP focus

People management

Education

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

2+ years post-secondary + 1 year supervisory/managerial experience

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

We are currently hiring a full-time 6-month term Service Delivery Manager based out of the Edmonton 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 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
• 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

Posting will be open until filled.

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.