Service Delivery Manager
We are currently hiring 12-month term Service Delivery Managers based out of Vancouver International Airport.
Summary
The Service Delivery Manager leads screening checkpoint operations, ensuring strong performance, regulatory compliance, and a safe, efficient passenger experience. This role is responsible for driving operational excellence, leading frontline teams, and partnering with stakeholders to support seamless airport security operations.
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).
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