Service Delivery Manager

Service Delivery Manager **We are currently hiring full-time 6-month term Service Delivery Managers based out of the 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 wages - You have the opportunity to advance and grow your career - You receive comprehensive benefits **What do Service Delivery Managers do?** - Overseeing screening operations at various checkpoints in their designated airport - Overseeing a team of Screening Officers, the SDM is accountable for fostering a positive workplace culture rooted in diversity and inclusivity - 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) - Achieve KPIs within their purview, while identifying both strengths and weaknesses in operations - Lead and mentor Screening Officers, promoting an engaged and motivated workforce - You will work closely with the Talent Acquisition and Labour Relations Teams to facilitate hiring, performance management and separation processes in alignment with company values and culture - Conduct regular performance reviews and recommend employee recognition programs - 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 - Actively performance manage screening officers **What 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 environment - Ability to acquire Transport Canada Security Clearance 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 **This posting will close on October 21, 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 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