Service Delivery Manager

Overview

Summary

Responsibilities

• Own screening checkpoint operations and drive compliance across the board
• Build and maintain strong relationships with aviation security stakeholders
• Hit daily KPIs while ensuring full adherence to Standard Operating Procedures (SOPs)
• Lead, coach, and mentor Screening Officers, fostering an engaged and motivated team
• Conduct performance reviews and champion employee recognition
• Apply progressive discipline when needed, fairly and consistently
• Document and compile detailed security incident reports, capturing key details, timelines, and actions taken
• Support Screening Officers with escalated operational matters, including complaints and security incidents
• Conduct workplace investigations alongside People & Culture and senior leadership
• Handle day-to-day administrative tasks that keep operations running smoothly
• Other duties as assigned

Qualifications

• 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
• 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 Transportation Security Clearance (TSC) and eligibility for Federal Security Clearance
• 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 duties as required

Salary: $70,000

• Work Hours: These are 24/7 positions, so candidates with open availability to work morning, afternoon, and overnight shifts are preferred.

This role is fully based at Vancouver International Airport (YVR).

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.
• Paladin Airport Security Services is interested in getting to know candidates authentically and with integrity. To ensure a fair, transparent and equitable selection process, please do not use AI tools during your application, pre-employment testing, or interview. Failure to adhere to this guideline may result disqualification from the recruitment process. 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.
• Les Services de Sécurité d’Aéroport Paladin souhaitent évaluer les candidats de manière authentique et intègre. Afin de garantir un processus de sélection juste, transparent et équitable, il est demandé de ne pas recourir à des outils d’intelligence artificielle lors de la soumission de votre candidature, des tests préembauche ou de l’entrevue. Tout manquement à cette directive pourrait entraîner votre disqualification du processus de recrutement .
• This is a Full-Time position