Service Delivery Manager
About the role
Service Delivery Manager
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
- 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)
- Lead and mentor Screening Officers, promoting an engaged and motivated workforce
- 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
- Other duties as required
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
- 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
- Additional duties as required
Salary: $70,000
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).
#PASS2B
Not the right fit? Search for Service Delivery Manager jobs in Richmond, BC
About Paladin Airport Security Services
Paladin Airport Security's goal is to provide effective and efficient screening services to ensure the safety and security of air travellers in Canada. As a Canadian owned company, we are committed to providing friendly, respectful, and accessible services in both official languages.
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Service Delivery Manager
About the role
Service Delivery Manager
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
- 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)
- Lead and mentor Screening Officers, promoting an engaged and motivated workforce
- 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
- Other duties as required
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
- 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
- Additional duties as required
Salary: $70,000
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).
#PASS2B
Not the right fit? Search for Service Delivery Manager jobs in Richmond, BC
About Paladin Airport Security Services
Paladin Airport Security's goal is to provide effective and efficient screening services to ensure the safety and security of air travellers in Canada. As a Canadian owned company, we are committed to providing friendly, respectful, and accessible services in both official languages.