Service Delivery Manager, Regional

The Service Delivery Manager (SDM) is primarily responsible for overseeing screening operations at the various checkpoints in their designated airport and ensuring the achievement of all operational Key Performance Indicators (KPIs) within their purview, while identifying both strengths and weaknesses in operations and striving to enhance service delivery and operational efficiencies. In this leadership role overseeing a team of Screening Officers, the SDM is accountable for fostering a positive workplace culture rooted in diversity and inclusivity.

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

Qualifications

• 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
• 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
• 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