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Service Delivery Manager
3 weeks ago
Service Delivery ManagerThe 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.ResponsibilitiesTake an ownership role in screening checkpoint operations and screening complianceBuild and maintain strong customer relationships with the stakeholders within aviation securityAchieve daily KPIs and ensure compliance with Standard Operating Procedures (SOPs)Lead and mentor Screening Officers, promoting an engaged and motivated workforceConduct regular performance reviews and recommend employee recognition programsApply corrective measures following the progressive discipline process when and as neededCompile comprehensive security incident reports, documenting pertinent details, timelines, and actions taken during and after the incidentAssist Screening Officers in handling operational matters requiring escalation, such as complaints and security incidentsConduct workplace investigations with guidance from People & Culture and the senior leadership teamPerform essential administrative tasks in alignment with daily operationsOther duties as requiredQualificationsMinimum of three (3) years of work-related experience in a protective service leadership role, preferably in the aviation security industry in a unionized environmentBachelor'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 environmentAbility to acquire Transportation Security Clearance (TSC) and eligibility for Federal Security ClearanceKnowledge of relevant security and employment legislationStrong operational focus, ability to work under pressure and provide creative solutionsExperience in managing personnel in a unionized environmentProficiency in using office software such as Word, Excel and PowerPointWillingness to work irregular hours, shift work, and attend incidents after hoursStrong communication, leadership, client service, and persuasive skillsFluency in French is an assetAdditional duties as requiredSalary: $70,000 - $75,000Work 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). #PASS2BThe 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 youLa 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
