Manager, Terminal Services and Standards

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers - all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work. **What's in it for you** As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs. **Position Summary**: Under the general oversight of the Associate Director, Terminal & Groundside Planning, The Manager Terminal Services and Standards is responsible for the development and management strategy of building cleaning and waste management, waste disposal, pest control, and baggage cart service contracts. The incumbent will ensure that these, and related programs, are implemented with the objective of delivering best-in-class services to the >50 Million passengers, employees, and general public utilizing Toronto Pearson on an annual basis. The Manager will develop standards, provide guidance, inspect and ensure compliance with standards for the Greater Toronto Airport Authority’s (GTAA) assets and manages third party contracts in the delivery of these services valued at >$30 million annually. **Key Accountabilities**: - Establish, and manage, annual departmental budgets and forecasts (~$30M) - Engage airport customers and tenants to ensure contractor performance is meeting expectation - Negotiate, approve, and implement contract changes resulting from the addition of scope, infrastructure changes, environmental changes, and growth - Drive efficiency through innovation and technology both mechanical and technological to increase productivity, reduce consumption and environmental impact - Identify patterns, problem areas, and gaps in service, manage non-compliance, engage vendors to develop and implement corrective actions, measure compliance - Assess ASQ (Airport Service Quality) and other customer satisfaction data to evaluate continuous improvement opportunities - Identification of gaps / hazards and the development of mitigation strategies driving towards a zero-injury safety index - Ensure contracted service providers adhere to and support the Terminal and Groundside Safety Program - Foster and maintain strong partnerships with customers and vendors based on the principals of accountability and clear lines of communication - Align on key priorities centered around delivering operational consistency, resiliency and performance - Influence building design standards to ensure surfaces and finishes are resilient and easy to access, clean and maintained to ensure customer satisfaction, employee and passenger safety - Collaborate with peers and understand and assess future contracted service requirements - Develop contract scope, create service standards and evaluation criteria with the objective of delivering innovative services by globally recognized vendors and suppliers - Lead RFP initiation, execution, award, and seamless contract transition within a complex unionized environment - Deliver on the people pillar to support and further the business’ vision through building and development of diverse, multi-skilled teams **Qualifications**: - Post-secondary diploma in Aviation, Business Management or relevant field - 5 years of experience in business and/or aviation management - 3+ years of people leadership experience - 3+ years experience preparing and managing large-scale service contracts in a complex environment - 3+ years experience in airport terminal operations or airline terminal operations or similar 24/7 business environment - Demonstrated experience in a customer centric environment - Obtain and retain a Transportation Security Clearance **Knowledge, Skills and Abilities**: - Knowledge of Contracting practices, procedures and management/administration - Knowledge of accounting, data and administrative management practices and procedures - Strong verbal and written communication skills; able to communicate with clarity, focus, and conviction - Active listening skills: understanding, patient, impartial, possess the ability to identify and interoperate tone, ideas, non-verbal communication. - Negotiation skills: Work with others to find a mutually agreeable outcome - Strong problem-solving skills: able to identify appropriate goals, objective or desired end state, including avoiding situations or events. Further, abl