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
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Take an ownership role in screening checkpoint operations and screening compliance
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Build and maintain strong customer relationships with the stakeholders within aviation security
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Achieve daily KPIs and ensure compliance with Standard Operating Procedures (SOPs)
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Lead and mentor Screening Officers, promoting an engaged and motivated workforce
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Conduct regular performance reviews and recommend employee recognition programs
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Apply corrective measures following the progressive discipline process when and as needed
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Compile comprehensive security incident reports, documenting pertinent details, timelines, and actions taken during and after the incident
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Assist Screening Officers in handling operational matters requiring escalation, such as complaints and security incidents
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Conduct workplace investigations with guidance from People & Culture and the senior leadership team
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Perform essential administrative tasks in alignment with daily operations
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Other duties as required
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 + 10% bonus
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
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!
