Service Delivery Manager

1 week ago

Calgary, Alberta, Canada Paladin Airport Security Services Full time $60,000 - $90,000 per year


Overview

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 



Job Skills / Requirements

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 wagesYou have the opportunity to advance and grow your careerYou receive comprehensive benefits

What do Service Delivery Managers do?

Overseeing screening operations at various checkpoints in their designated airportOverseeing a team of Screening Officers, the SDM is accountable for fostering a positive workplace culture rooted in diversity and inclusivityTake an ownership role in screening checkpoint operations and screening complianceBuild and maintain strong customer relationships with the stakeholders within aviation securityAchieve daily KPIs and ensure compliance with Standard Operating Procedures (SOPs)Achieve KPIs within their purview, while identifying both strengths and weaknesses in operationsLead and mentor Screening Officers, promoting an engaged and motivated workforceYou 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 cultureConduct regular performance reviews and recommend employee recognition programsApply corrective measures following the progressive discipline process when and as neededCompile comprehensive security incident reports, documenting pertinent details, timelines, and actions taken during and after the incidentAssist Screening Officers in handling operational matters requiring escalation, such as complaints and security incidentsConduct workplace investigations with guidance from People & Culture and the senior leadership teamPerform essential administrative tasks in alignment with daily operationsActively 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 environmentAbility to acquire Transport Canada Security Clearance and eligibility for Federal Security ClearanceMinimum of three (3) years of work-related experience in a protective service leadership role, preferably in the aviation security industry in a unionized environmentKnowledge of relevant security and employment legislationStrong operational focus, ability to work under pressure and provide creative solutionsExperience in managing personnel in a unionized environmentProficiency in using office software such as Word, Excel and PowerPointWillingness to work irregular hours, shift work, and attend incidents after hoursStrong communication, leadership, client service, and persuasive skillsFluency in French is an asset 

 
This posting will close on December 8, 2025.



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.

Les Services de Sécurité de l'Aéroport Paladin (PASS) ont une main-d'œuvre diversifiée. Nous croyons et nous nous engageons envers une culture de travail fondée sur le respect, l'inclusion et la diversité. Les Services de Sécurité de l'Aéroport Paladin ("PASS?») s'engagent à fournir des accommodements pour les personnes handicapées tout au long du processus d'entrevue et pendant leur emploi. Si vous avez besoin d'un accommodement pendant le processus d'entrevue, veuillez-nous en informer et nous travaillerons avec vous pour répondre à vos besoins. 



This is a Full-Time position


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