Service Delivery Manager- GTA

SERVICE DELIVERY MANAGER – TORONTO & GTA

Are you passionate about safety & security while seeking opportunities in management?

A.S.P. Incorporated has provided security and customer service solutions for 25 years to Canadian clients. We employ more than 1,250 employees and are a subsidiary of ICTS Europe, which is operates in 28 countries and employs more than 18,000 professionals worldwide. A.S.P itself provides services to a wide range of clients such as Commercial, Industrial, Residential, Corporate, as well as Aviation with some of the largest airports in Canada. Specialties include guarding, customer service, K9 detection, and more.

In this key role, you'll manage a portfolio of residential and commercial security contracts, ensuring adherence to all contractual, company, and legislative requirements. This position requires a strategic, ethical, and experienced leader focused on operational excellence, industry best practices, and accountability.

What you will do:

• Provide oversight, coaching, support, and leadership to frontline security guards and supervisors.
• Assist and have accountability for a portfolio of clients and their associated work sites.
• Promote excellence and professionalism within the ASP team.
• Develop, measure, and evaluate KPIs to ensure the quality of service being delivered.
• Monitor and adjust service delivery to correct and/or improve performance of accounts.
• Conduct site visits, and conduct knowledge checks with employees to ensure understanding of client and site requirements.
• Enforce the attendance management program and the casual policy.
• Ensure that staff follow provided directions as well as instructions, policies, and procedures as outlined in site post orders.
• Act with integrity, professionalism, and dedication to excellence, proactivity, and safety.
• Assist with account mobilizations and demobilizations as required.
• Develop and maintain schedules to ensure the full provision of qualified and trained personnel to perform the required services.
• Plan, coordinate, and monitor all day-to-day activities related to contractual needs and service delivery, including training.
• Respond to, investigate, and resolve all operational issues, and escalate as required.
• Ensure SOPs and post orders are accurate, sufficient, reviewed/updated annually, and understood by all staff.
• Assist with the development and maintenance of processes and procedures.
• Collaborate cross-departmentally with colleagues on various projects.
• Ensure compliance with occupational health & safety legislation and ASP's Health and Safety Program.
• Confirm compliance with the Quality System in alignment with the ISO 9001 QPM and QSP manuals.
• Participate in HR and administrative functions such as recruitment, discipline, training, skills development, and documentation.
• Regularly perform site visits for quality assurance, investigative, and relationship-building purposes.
• Conduct employee engagement efforts such as thank you letters, social media shout-outs, gift cards, and celebrations.
• Be responsible for the fiscal and operational performance of the assigned portfolio of security contracts.
• Utilize computers, phones, Microsoft Office Suite, and software/programs such as TrackTik, ExpensePoint, and GeoTab.
• Oversee a fleet of mobile patrol vehicles, inclusive of their tracking, maintenance, and supplying.
• Have on-call availability should a site crisis occur after hours.

Who you are:

• Demonstrated experience (preferably three years or more) in a management role with a similar size and scope of work.
• Knowledge of the Private Security and Investigative Services Act, the Trespass to Property Act, Use of Force legislation, and other relevant laws, regulations, and guidelines pertaining to working as a security guard in the province of Ontario.
• Able to meet security & criminal record clearance requirements.
• Must possess and maintain a valid Ontario Security License, and a valid G driver's licence with a clean driver's abstract.
• Prior experience in providing "off-site" leadership to a complement of security guards and security supervisors.
• A Certified Protection Professional (CPP) or Associate Protection Professional (APP) designation through ASIS is preferred.
• Post-secondary education in a related discipline such as Police Foundations, Security, Investigations, or Business is preferred.
• Proven experience in coaching, leading, and motivating staff, as well as engaging in performance management.
• A self-motivated, creative, and positive individual who is detail-oriented, skilled in business, and is a critical thinker.

Why you should work with A.S.P:

• We care about our team and their personal & professional success.
• We offer competitive salaries and benefits.
• Medical and dental benefits for all full-time and part-time employees*.
• Excellent in-field experience and training to prepare you for continued growth in the security industry.
• A top-of-the-line employee assistance program which offers mental health and wellness support.
• A Diversity, Equity, and Inclusion program that welcomes all employees and abilities.
• Exciting employment opportunities across multiple provinces and divisions.
• A bonus-based employee referral program as well as an education reimbursement program.

A.S.P. Incorporated is committed to supporting a diverse workforce from the various communities in which we operate. We encourage all qualified professionals without regard to race, gender identity, colour, sex, marital / family status, citizenship, religion, sexual orientation, aboriginal status, and age to apply.

We hire for PERSONALITY. We train for the job.