Service Delivery Manager

Service Delivery Manager 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 **We are currently hiring a 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 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 **Additional Information / Benefits**: **Paladin Airport Security Services Ltd. (“PASS”) has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Airport Security Services Ltd. (“PASS”). is committed to providing accommodation for people with disabilities through the interview process and while employed. If you require accommodation during the interview process, please let us know and we will work with you to meet your needs.