Service Delivery Manager- GTA

ASP Incorporated; Toronto; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player in security services is looking for a Service Delivery Manager to oversee a diverse portfolio of security contracts in Toronto and the Greater Toronto Area. This role requires a strategic leader with a passion for safety and operational excellence. You will be responsible for coaching frontline staff, ensuring compliance with legislation, and maintaining high service quality standards. With a commitment to personal and professional growth, this organization offers competitive salaries, comprehensive training, and a supportive work environment. Join a team that values diversity and inclusion while making a significant impact in the community.

Benefits

Competitive Salaries

Medical and Dental Benefits

Comprehensive Training

Employee Assistance Program

Diversity and Inclusion Initiatives

Referral Programs

Education Reimbursement Programs

Qualifications

• Minimum three years' management experience in a similar scope.
• Valid Ontario Security License and G driver's license required.
• Proven leadership, coaching, and motivation skills.

Responsibilities

• Manage a portfolio of residential and commercial security contracts.
• Provide oversight and leadership to frontline security guards.
• Ensure compliance with health & safety legislation and quality standards.

Skills

Management Experience

Leadership Skills

Knowledge of Security Legislation

Critical Thinking

Detail-Oriented

Education

Post-secondary Education in Related Fields

Tools

TrackTik

ExpensePoint

GeoTab

Job description

SERVICE DELIVERY MANAGER – TORONTO & GTA

Are you passionate about safety & security while seeking opportunities in management?

A.S.P. Incorporated has provided security and customer service solutions for 25 years to Canadian clients. We employ more than 1,250 employees and are a subsidiary of ICTS Europe, operating in 28 countries with over 18,000 professionals worldwide. A.S.P. offers services to a diverse range of clients including Commercial, Industrial, Residential, Corporate, and Aviation sectors, with some of the largest airports in Canada. Our specialties include guarding, customer service, K9 detection, and more.

In this key role, you'll manage a portfolio of residential and commercial security contracts, ensuring adherence to all contractual, company, and legislative requirements. This position requires a strategic, ethical, and experienced leader focused on operational excellence, industry best practices, and accountability.

What you will do:

• Provide oversight, coaching, support, and leadership to frontline security guards and supervisors
• Assist and have accountability for a portfolio of clients and their associated work sites
• Promote excellence and professionalism within the ASP team
• Develop, measure, and evaluate KPIs to ensure the quality of service being delivered
• Monitor and adjust service delivery to improve performance of accounts
• Conduct site visits and knowledge checks with employees to ensure understanding of client and site requirements
• Enforce attendance management and casual policies
• Ensure staff follow directions, policies, and procedures outlined in site post orders
• Act with integrity, professionalism, and dedication to safety and excellence
• Assist with account mobilizations and demobilizations as required
• Develop and maintain schedules to ensure qualified and trained personnel availability
• Plan, coordinate, and monitor all activities related to contractual needs and service delivery, including training
• Respond to, investigate, and resolve operational issues, escalating as necessary
• Ensure SOPs and post orders are accurate, reviewed/updated annually, and understood by staff
• Assist in developing and maintaining processes and procedures
• Collaborate across departments on various projects
• Ensure compliance with occupational health & safety legislation and ASP’s Health and Safety Program
• Confirm compliance with the Quality System in line with ISO 9001 standards
• Participate in HR functions like recruitment, discipline, training, and documentation
• Perform regular site visits for quality assurance and relationship building
• Conduct employee engagement activities
• Manage the fiscal and operational performance of security contracts
• Utilize relevant software and tools such as TrackTik, ExpensePoint, and GeoTab
• Oversee fleet management, including tracking and maintenance
• Be available on-call for site crises after hours

Who you are:

• Minimum three years' management experience in a similar scope
• Knowledge of relevant legislation like the Private Security and Investigative Services Act, Trespass to Property Act, Use of Force, etc., in Ontario
• Ability to meet security & criminal record clearance requirements
• Valid Ontario Security License and G driver's license with a clean abstract
• Experience providing off-site leadership to security teams
• CPP or APP designation through ASIS preferred
• Post-secondary education in related fields preferred
• Proven leadership, coaching, and motivation skills
• Self-motivated, detail-oriented, and critical thinker

Why work with A.S.P:

• We value our team’s personal and professional growth
• Competitive salaries and benefits
• Medical and dental benefits for all employees
• Comprehensive training for career growth in security
• Employee assistance program supporting mental health and wellness
• Diversity, Equity, and Inclusion initiatives
• Opportunities across multiple provinces and divisions
• Referral and education reimbursement programs

A.S.P. Incorporated is committed to diversity and encourages all qualified professionals to apply regardless of race, gender, or background.

We hire for PERSONALITY. We train for the job.