Service Delivery Manager
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
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Own screening checkpoint operations and drive compliance across the board
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Build and maintain strong relationships with aviation security stakeholders
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Hit daily KPIs while ensuring full adherence to Standard Operating Procedures (SOPs)
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Lead, coach, and mentor Screening Officers, fostering an engaged and motivated team
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Conduct performance reviews and champion employee recognition
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Apply progressive discipline when needed, fairly and consistently
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Document and compile detailed security incident reports, capturing key details, timelines, and actions taken
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Support Screening Officers with escalated operational matters, including complaints and security incidents
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Conduct workplace investigations alongside People & Culture and senior leadership
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Handle day-to-day administrative tasks that keep operations running smoothly
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Other duties as assigned
Qualifications
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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
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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
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Ability to acquire Transportation Security Clearance (TSC) and eligibility for Federal Security Clearance
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Knowledge of relevant security and employment legislation
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Strong operational focus, ability to work under pressure and provide creative solutions
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Experience in managing personnel in a unionized environment
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Proficiency in using office software such as Word, Excel and PowerPoint
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Willingness to work irregular hours, shift work, and attend incidents after hours
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Strong communication, leadership, client service, and persuasive skills
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Fluency in French is an asset
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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). #PASS1A
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!
