Field Support & Service Delivery Manager

We are seeking an experienced, proactive, and customer-focused security professional for the position of Field Support & Service Delivery Manager (Full-Time).The Field Support & Service Delivery Manager supports field operations, maintains service quality, and helps ensure compliance with company policies, procedures, post orders, and client expectations. The role provides leadership, guidance, coaching, and operational support to Security Officers and Supervisors while helping SSRG deliver consistent, professional service.This position acts as a key connection between field staff, clients, the Operations Centre, and management. The updated title better reflects the visibility, responsibility, and positive impact of the role. The core duties remain largely unchanged.Scarlet Security & Risk Group (SSRG) is an ISO31000, ISO9001 and ISO45001 certified company and one of Canada's leading security companies. We provide a variety of client-centric security, technology, risk management, and investigation solutions to customers across the country. Our diverse, highly qualified team members and relentless commitment to excellence create superior results for our clients.ResponsibilitiesProvide day-to-day support, guidance, coaching, and mentorship to Security Officers and Supervisors.Conduct scheduled and unscheduled site visits, staff check-ins, inspections, and quality assurance reviews.Assist with employee onboarding, field orientation, training, and follow-up.Support staff during operational challenges, emergencies, injuries, and workplace incidents.Conduct follow-up meetings related to performance, attendance, conduct, or disciplinary matters, as directed.Reinforce professional appearance, communication, accountability, and safe work practices.Help ensure security services meet company standards, client expectations, and contractual requirements.Confirm staff understand and follow post orders, site procedures, and client instructions.Liaise with field staff, clients, the Operations Centre, and management during service issues or emergencies.Assist with client concerns, service recovery, and operational follow-up.Identify service gaps and recommend practical improvements.Document site visits, client feedback, service concerns, and follow-up actions.Conduct briefings for special coverage, temporary assignments, and new deployments.Assist with alarm response, building patrols, urgent coverage, and emergency deployments when required.Confirm assigned staff are properly briefed, equipped, uniformed, and ready for duty.Deliver uniforms, equipment, keys, and other operational items to field staff.Assist with new site launches, special projects, and operational assignments.Maintain appropriate care and accountability for company vehicles, equipment, keys, and operational tools.Audit patrol reports, incident reports, logs, hazard assessments, and other operational documentation for accuracy and completeness.Support compliance with SSRG policies, health and safety requirements, and ISO 9001, ISO 31000, and ISO 45001 programs.Identify, document, and escalate risks, hazards, incidents, and service deficiencies promptly.Assist with incident investigations, corrective actions, and required follow-up documentation.Ensure required inspections, safety checks, and reporting are completed accurately and on time.Maintain confidentiality and protect company and client information.QualificationsMinimum two years of supervisory or leadership experience.Security industry and/or security management experience.Valid BC Security Worker Licence.Valid Basic First Aid certification, OFA Level 1 or equivalent or would be willing to take courseValid Class 5 Driver's Licence with an excellent driving record.High school diploma required; relevant post-secondary education is an asset.Excellent verbal communication, email, and report-writing skills.Strong computer skills, including Microsoft Office and TrackTik or Trackforce.Strong organization, planning, conflict-resolution, and problem-solving skills.Ability to work independently, manage competing priorities, and make sound decisions under pressure.Exceptional interpersonal and customer service skills.Good physical fitness and ability to work in a dynamic field environment.Working ConditionsWork may be performed indoors or outdoors in varying weather conditions.The role includes regular driving, walking, standing, site inspections, report writing, and response to urgent situations.The employee must be prepared to work independently and respond professionally in demanding or high-pressure situations.Working Schedule12-hour night shifts: 9:00 PM to 9:00 AMWednesday through Saturday, with every second Wednesday offAveraging Agreement appliesBenefits & Company Perks$24.00 - $24.75 per hour, depending on shift assignment and successful completion of probation.Paid training and subsidies for industry accreditationsReimbursement of Security License renewal fees (for full-time employees only)Health & dental benefits for full-time employeesUp to $1,000 in referral bonuses when your friends join the teamA culture of respect, mentorship, and upward mobilityAccess to exclusive employee discounts on over 5000 products & servicesFitness Centre Membership (at Head Office)Ready to Apply?Upload your resume and a cover letter explaining why this role aligns with your goals. We're excited to hear from you!We understand that the ideal candidate is not defined by meeting every single criterion, but by vision, impact, and commitment to our purpose. We are actively working to eliminate systemic barriers in our employment process. If your background demonstrates the strategic capacity and leadership required to drive our mission of reducing inequality, and you are excited by this opportunity, we encourage you to apply and articulate your vision in your cover letter.At SSRG, all hiring decisions are made by qualified recruitment professionals. AI is not used to evaluate candidates or make hiring decisions.Due to a high volume of applications, only those selected to move forward in the hiring process will be contacted.