Service Delivery Manager

Service Delivery Manager

The Service Delivery Manager (SDM) is primarily responsible for overseeing screening operations at the various checkpoints in their designated airport and ensuring the achievement of all operational Key Performance Indicators (KPIs) within their purview, while identifying both strengths and weaknesses in operations and striving to enhance service delivery and operational efficiencies. In this leadership role overseeing a team of Screening Officers, the SDM is accountable for fostering a positive workplace culture rooted in diversity and inclusivity.

Responsibilities

• Take an ownership role in screening checkpoint operations and screening compliance
• Build and maintain strong customer relationships with the stakeholders within aviation security
• Achieve daily KPIs and ensure compliance with Standard Operating Procedures (SOPs)
• Lead and mentor Screening Officers, promoting an engaged and motivated workforce
• Conduct regular performance reviews and recommend employee recognition programs
• Apply corrective measures following the progressive discipline process when and as needed
• Compile comprehensive security incident reports, documenting pertinent details, timelines, and actions taken during and after the incident
• Assist Screening Officers in handling operational matters requiring escalation, such as complaints and security incidents
• Conduct workplace investigations with guidance from People & Culture and the senior leadership team
• Perform essential administrative tasks in alignment with daily operations

Qualifications

Salary : $70,000 - $75,000

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 Abbotsford International Airport (YXX).