Service Delivery Coordinator

7 days ago

Winnipeg, Canada West Egg Security Full time

Schedule: Mon- Fri (9-5) Weekends and holidays as needed

Room for growth into a variety of positions and promotions

SECURITY DONE DIFFERENTLY A CUSTOMER SERVICE BASED APPROACH.

West Egg Security offers strategic security solutions and customized human resource planning and management to organizations across diverse industries. Our management team, led by professionals with decades of people management experience in varied vertical markets, provides an unparalleled level of support to our partners and team members. West Egg Security is looking for a Service Delivery Coordinator to support our security operations across multiple sites. The ideal candidate will be highly organized, people-focused, and experienced in coordinating security staff to ensure seamless service delivery and client satisfaction.

Job Duties

- Act as the main liaison between clients, frontline security staff, and management.

- Coordinate and oversee daily deployment of security personnel across client sites.

- Develop, maintain, and adjust staff schedules to ensure full coverage at all times.

- Monitor service delivery against contractual obligations, service level agreements (SLAs), and client expectations.

- Respond to client inquiries, resolve service concerns, and elevate issues when necessary.

- Conduct or arrange site inspections to ensure compliance with company standards, Standard Operating Procedures (SOPs), and Post Orders.

- Track, document, and report incidents, workplace accidents, and compliance issues (e.g., WSIB reporting in Ontario).

- Maintain inventory control of company-issued and client-provided equipment (e.g., radios, uniforms, access cards).

- Support recruitment, onboarding, and training of security guards; provide coaching and guidance to staff.

- Assist in disciplinary investigations and performance management of security personnel.

- Generate reports on operational performance, incidents, and compliance audits.

- Ensure compliance with provincial security legislation (e.g., Security services and investigators act Act)

Job Requirements

Education & Experience

- College diploma or degree in security management, business administration, or related field will be an asset.

- 2 years or more of experience in security operations, scheduling, or service coordination.

- Previous experience in supervising or coordinating security staff.

- Strong organizational and multitasking abilities to manage large teams and multiple sites.

- Excellent communication skills (verbal and written) for client and staff interactions.

- Proficiency with security workforce management software (e.g., TrackTik, Guardtek) and MS Office Suite.

- Strong problem-solving and conflict-resolution skills, especially in high-pressure situations.

- Ability to analyze incident reports, KPI metrics, and prepare performance summaries.

- Leadership skills to train, guide, and coach security personnel.

Other Requirements

- Valid provincial Security Guard License (Province-specific).

- Knowledge of Canadian workplace safety standards and incident reporting requirements.

- Availability to be on-call and respond to urgent staffing or service delivery needs.

- Valid Class 5 driver’s license with clean drivers abstract be required for site visits.

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