Service Delivery Manager

Paladin Airport Security Services; Regina; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading airport security company is hiring a full-time Service Delivery Manager based out of Regina Airport. This role involves overseeing screening operations, managing a team of Screening Officers, and ensuring compliance with operational standards while fostering a diverse and inclusive workplace culture. The ideal candidate will have a bachelor's degree and supervisory experience in a customer service environment.

Qualifications

• Bachelor's degree in Business Administration, Management, Finance, or related field.
• Minimum of three years of work-related experience in a protective service leadership role.
• Strong operational focus and ability to work under pressure.

Responsibilities

• Oversee screening operations at various checkpoints.
• Mentor Screening Officers and promote a positive workplace culture.
• Compile security incident reports and manage escalations.

Skills

Leadership

Client service

Communication

Operational focus

Persuasive skills

Education

Bachelor's degree in Business Administration or related field

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Overview

Service Delivery Manager

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

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
• Experience in managing personnel in a unionized environment
• 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

This posting will close on October 21, 2025

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!