Allied Universal® is hiring a Regional Service Delivery Manager. Airports are gateways to the world and our Allied Universal team is leading the way. We are looking for team members who can deliver on our promise of providing proactive security services that are trusted, reliable, forward-thinking, courageous, caring, nimble and responsive. This role is for anyone looking for a gateway role to a more senior career in security.

As Service Delivery Manager (Region), you will have oversight for screening operations within a certain geographic area. In addition, you will hold responsibility for the delivery of all operational KPIs, while identifying operational strengths and weaknesses and improving service delivery and operational efficiencies.

In addition to checkpoint management, you will support operations in areas such as recruitment and selection, payroll, scheduling, uniforms, procurement, and inventory. You would be accountable for promoting a positive workplace culture that is built on a foundation of diversity and inclusivity.

RESPONSIBILITIES:

Actively engage in managing the screening checkpoint by monitoring queue length, service levels, reporting on changing needs and seeking additional staff as required
Build and maintain a strong customer relationship with assigned business area
Achieve Key Performance Indicators (KPIs) and ensures compliance with Standard Operating Procedures (SOPs) on a daily basis
Manage Service Delivery Managers by acting as a coach and mentor in order to create and maintain an engaged, motivated work force
Conduct regular performance reviews and makes recommendations for employee recognition program
Apply corrective measures as required following the progressive discipline process
Selection and placement of Service Delivery Management personnel; career development of service deliver team members
Ensure proper time and attendance tracking
Compile reports for the screening area under their management
Assist Service Delivery Managers with dealing with potential complaints, security incidents, etc.
Oversee/conduct workplace investigations with the guidance of Human Resources and senior management
Participate in recruitment, as needed; conduct phone and in-person interviews and skills testing

QUALIFICATIONS:

Must possess one or more of the following:
A Bachelor’s degree in Business Administration, Management, Finance, Criminal Justice, or related field of study
A minimum of two (2) years of post-secondary education combined with a year of supervisory/managerial experience in a customer service, or operational, or unionized environment
Must be able to acquire a Transport Canada Security Clearance
Must be eligible to apply for Federal Security Clearance
Minimum of five (5) years of work-related experience in a security management role
Knowledge of relevant security and employment legislation
Strong operational focus with the ability to act under pressure and provide creative solutions
Experience in the management of personnel in a unionized environment
Ability to work effectively with large employee groups and build partnerships at all levels of the organization
Effective time management and organization skills with the ability to prioritize workloads and meet deadlines
Ability to implement performance management / discipline with direct reports
Proficient in office software programs such as Word, Excel, PowerPoint, Google Suite
Willingness to work irregular hours / shift work / attend to incidents after hours
Strong communication, leadership, client service and persuasive skills

PREFERRED QUALIFICATIONS:

Management experience in the Aviation Security Industry in a unionized environment

Allied Universal | Aviation Division

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