Service Delivery Manager

Package Description

Service Delivery Manager

Job Introduction

Reporting to the Operations Manager, this position has full responsibility for screening operations and for compliance with standard operating procedures (SOPs) within the area of oversight.  The Service Delivery Manager provides direction to and engages Screening Officers to ensure an effective screening operation.  In addition, this position assists the Operations Manager in fostering a workplace culture aligned with G4S Aviation’s core values: Integrity, Service Excellence and Teamwork.

Main Responsibilities

Major responsibilities include, but not limited to:

• Manages Screening Officers by acting as a coach and mentor in order to create and maintain an engaged, motivated work force.
• Ensures compliance with standard operating procedures (SOPs) to ensure Key Performance Indicators (KPI) targets are met.
• Reduces the number of adverse security incidents and improves the detection of threats at the screening process by engaging staff and addressing poor performance.
• Takes a proactive role in managing the screening checkpoints by monitoring queue lengths, service levels, reporting on changing needs and seeking additional staff from the Duty Manager when required.
• Assigns staff to screening positions, manages breaks, conducts specified training, and accommodates language requirements.
• Builds and maintains a strong customer relationship with the client and other airport stakeholders.
• Assists Screening Officers in dealing with complaints, security incidents, and other issues.
• Ensures daily briefings and reports are provided to the Screening Officers in the area under management and compiles shift reports for the screening area under their management.
• Responsible for ordering and maintaining required consumables for the checkpoints.
• Assists the Operation Manager in workplace investigations and Screening Officer performance meetings.
• Other duties as required

The Ideal Candidate

Education, Experience and Skills

• Post-secondary education or a combination of relevant experience and education
• Strong operational focus with the ability to act under pressure and provide creative solutions
• Experience in a unionized environment preferred
• Ability to work effectively with large employee groups and build partnerships at all levels of the organization
• Ability to use office software programs such as Word, Excel and PowerPoint
• Willingness to work irregular hours / shift work / attend to incidents after hours
• Strong communication, leadership, client service and persuasive skills
• Must be eligible to attain and maintain the appropriate level of Federal and Transport Canada security clearance

About The Company

G4S is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

G4S est un employeur inclusif et équitable, en encourageant les candidatures de femmes qualifiées et les hommes y compris les personnes handicapées, les membres des minorités visibles et les personnes autochtones.

While we appreciate the interest of all applicants, only those shortlisted for interview will be contacted.