Service Delivery Manager

3 weeks ago

Toronto, Canada ASP Incorporated Full time

SERVICE DELIVERY MANAGER

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

For over two decades, ASP has been a pivotal player in the security and customer service sector across Canada. As a proud member of the ICTS Europe family, we benefit from a global presence in 22 countries, employing over 17,000 experts. Our team in Canada delivers top-tier services to major airports and key commercial and residential sectors in Ontario, and across the country.

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 leader focused on operational excellence, integrity, and accountability.

What you will do:

Provide oversight, coaching, mentoring and correction to frontline staff. (Coach, mentor, correct & foster quality teamwork.) Lead and promote quality standards of professionalism within the ASP Team. Develop, measure, and evaluate KPIs to ensure the quality of service being delivered. Monitor and adjust implemented actions to correct and/or improve performance. Execute knowledge checks with frontline personnel to ensure effective communication of client requirements. Enforce attendance management policy. Intervene immediately if a noncompliance is noted. Ensure that staff follow all directions given as well as instructions, policies, and procedures as outlined in their site post orders. Engage with portfolio clients to review and address service delivery issues, recommendations, concerns, changes, and milestones. 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. Respond to, investigate, and resolve all operational issues. 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. Establish and maintain a system of tracking and reporting service delivery performance; Key Performance Indicators (KPIs). Ensure compliance with occupational health & safety legislation and ASP’s Health and Safety Program. Ensure 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. Regularly 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. 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 driver’s license 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 and positive individual who is detail-oriented, skilled with Microsoft Office suite, 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 We are a Canadian company.

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