Service Delivery Manager

2 weeks ago

Edmonton, Canada Paladin Airport Security Services Full time

Service Delivery Manager (Bilingual)
**We are currently hiring a bilingual Service Delivery Manager on a term based out of Edmonton 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 Labor 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

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