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Service Delivery Manager
2 weeks ago
Service Delivery Manager - Bilingual (FR/EN)We are currently hiring a bilingual Service Delivery Manager on a 6-month term based out of Calgary Airport. Why Paladin?Paladin Airport Security Services (PASS) has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity. You receive top industry wagesYou have the opportunity to advance and grow your careerYou receive comprehensive benefitsWhat do Service Delivery Managers do?Overseeing screening operations at various checkpoints in their designated airportOverseeing a team of Screening Officers, the SDM is accountable for fostering a positive workplace culture rooted in diversity and inclusivityTake 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)Achieve KPIs within their purview, while identifying both strengths and weaknesses in operationsLead and mentor Screening Officers, promoting an engaged and motivated workforceYou will work closely with the Talent Acquisition and Labor Relations Teams to facilitate hiring, performance management and separation processes in alignment with company values and cultureConduct 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 operationsActively performance manage screening officersWhat you bring to PASS: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 environmentAbility to acquire Transport Canada Security Clearance and eligibility for Federal Security ClearanceMinimum of three (3) years of work-related experience in a protective service leadership role, preferably in the aviation security industry in a unionized environmentKnowledge 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 and English This posting will be open until December 8, 2025. 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 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
