Service Delivery Manager

Paladin-Airport-Security-Services; Richmond; On-site; CAD 95,000 - 125,000; Full time

Job summary

Paladin Airport Security Services Ltd. (PASS) is seeking a 12-month Service Delivery Manager based at Vancouver International Airport (YVR). You will lead screening checkpoint operations, drive performance, and ensure regulatory compliance for a safe, efficient passenger experience.

You will supervise frontline teams, partner with stakeholders, and manage daily KPIs, SOP adherence, incident reporting and investigations, with day-to-day admin tasks to keep operations running smoothly.

Qualifications

• Minimum of three (3) years of work-related experience in a protective service leadership role, preferably in aviation security
• Bachelor's degree in Business Administration, Management, Finance, Criminal Justice, or related field; OR a minimum of two (2) years of post-secondary education 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

Responsibilities

• Own screening checkpoint operations and drive compliance across the board
• Build and maintain strong relationships with aviation security stakeholders
• Hit daily KPIs while ensuring full adherence to Standard Operating Procedures (SOPs)
• Lead, coach, and mentor Screening Officers, fostering an engaged and motivated team
• Conduct performance reviews and champion employee recognition
• Apply progressive discipline when needed, fairly and consistently
• Document and compile detailed security incident reports, capturing key details, timelines, and actions taken
• Support Screening Officers with escalated operational matters, including complaints and security incidents
• Conduct workplace investigations alongside People & Culture and senior leadership
• Handle day-to-day administrative tasks that keep operations running smoothly
• Other duties as assigned

Skills

Leadership

Communication

Client service

Problem solving

Education

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

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 12-month term Service Delivery Managers based out of Vancouver International Airport.

Summary

The Service Delivery Manager leads screening checkpoint operations, ensuring strong performance, regulatory compliance, and a safe, efficient passenger experience. This role is responsible for driving operational excellence, leading frontline teams, and partnering with stakeholders to support seamless airport security operations.

Responsibilities

• Own screening checkpoint operations and drive compliance across the board
• Build and maintain strong relationships with aviation security stakeholders
• Hit daily KPIs while ensuring full adherence to Standard Operating Procedures (SOPs)
• Lead, coach, and mentor Screening Officers, fostering an engaged and motivated team
• Conduct performance reviews and champion employee recognition
• Apply progressive discipline when needed, fairly and consistently
• Document and compile detailed security incident reports, capturing key details, timelines, and actions taken
• Support Screening Officers with escalated operational matters, including complaints and security incidents
• Conduct workplace investigations alongside People & Culture and senior leadership
• Handle day-to-day administrative tasks that keep operations running smoothly
• Other duties as assigned

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
• Additional duties as required

Work Hours: These are 24/7 positions, so candidates with open availability to work morning, afternoon, and overnight shifts are preferred.

This role is fully based at Vancouver International Airport (YVR).

#PASS1A

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.