Director, Client Services & Security Operations

Director, Client Services & Security Operations

Location: Burnaby, BC

About the Role

Guardteck is seeking a Director, Client Services & Security Operations to lead our client services function in Burnaby, BC.

This is a senior, client-facing operations leadership role responsible for leading account managers, strengthening client relationships, overseeing contract performance, supporting RFP/RFQ activity, managing budgets and KPIs, and ensuring high-quality service delivery across multiple security sites.

The ideal candidate will bring experience from contract security, facilities services, property services, property management, or another multi-site service-based environment where client retention, operational execution, labour performance, and service quality are critical to success.

This is not a traditional customer service, call centre, marketing, or SaaS customer success role. This position supports field-based security operations and requires experience leading service delivery in a contract-driven, client-facing environment.

What We’re Looking For

We’re looking for a senior client services or operations leader who can balance strong client relationship management with operational execution.

You should be comfortable leading teams, managing escalations, reviewing service delivery, working with budgets, supporting bids and proposals, and ensuring client commitments are consistently met.

The successful candidate will have experience leading client-facing operational teams across multiple sites or accounts, with a strong understanding of contract compliance, stakeholder management, reporting, audits, service quality, and continuous improvement.

Key Responsibilities

Leadership and Team Development

• Lead, coach, and develop a team of client account managers responsible for delivering high-quality security services.
• Establish clear goals, expectations, and accountability across the Client Services division.
• Support regular one-on-ones, performance discussions, annual development planning, and team learning initiatives.
• Identify opportunities to strengthen processes, improve team effectiveness, and support a culture of ownership and continuous improvement.
• Collaborate with Operations, Finance, Sales, Marketing, Human Resources, and other departments to support company goals.

Client Engagement and Service Excellence

• Build and maintain strong relationships with key clients and stakeholders through site visits, audits, meetings, and regular communication.
• Serve as a senior point of contact for client escalations, service concerns, and performance-related discussions.
• Support account managers in improving client satisfaction, retention, service quality, and account growth.
• Gather and analyze client feedback to identify opportunities for service improvement.
• Work cross-functionally to develop practical, tailored solutions that support client needs and contract expectations.

Operational Performance

• Review service delivery against operating plans, contract requirements, KPIs, reporting standards, and client commitments.
• Develop short-term and long-term plans to improve productivity, efficiency, service quality, and client satisfaction.
• Monitor labour performance, staffing effectiveness, resource allocation, audits, reporting, and operational outputs.
• Conduct site assessments and provide meaningful, cost-effective recommendations to improve service delivery.
• Present monthly performance updates to senior leadership as required.
• Drive continuous improvement initiatives that improve workflows, reduce costs, and strengthen operational outcomes.

Financial Management

• Review and approve annual job budgets.
• Manage operational budgets and allocate resources effectively.
• Monitor financial KPIs and take corrective action when performance is not meeting expectations.
• Partner with Finance to support accurate forecasting, budgeting, and reporting.
• Review and approve expenses within authorized limits.
• Support decisions that balance client satisfaction, service quality, labour efficiency, and financial performance.

Bids, Proposals, and Client Commitments

• Support responses to bids, quotes, RFPs, RFIs, and RFQs as required.
• Participate in bidder’s tours, short-list presentations, and client-facing proposal discussions.
• Support value-added client commitments such as training, tabletop exercises, property assessments, and employee recognition programs.
• Ensure commitments made to clients are clearly understood, tracked, and delivered.

Required Experience and Qualifications

• 5–7+ years of progressive experience in client services, account management, or operations leadership within security, facilities services, property services, property management, or another multi-site contract services environment.
• Experience leading account managers, site managers, supervisors, or client-facing operational teams.
• Strong understanding of multi-site service delivery, contract compliance, client retention, audits, reporting, and escalation management.
• Experience managing budgets, labour performance, KPIs, client reporting, and operational improvement initiatives.
• Experience participating in RFP, RFQ, bid, or client presentation processes.
• Proven ability to build trust-based relationships with internal and external stakeholders.
• Strong coaching, mentoring, and people leadership skills.
• Excellent written and verbal communication skills.
• Strong problem-solving skills, attention to detail, and ability to manage changing priorities.
• Proficiency with Microsoft Office, including Word, Excel, Outlook, PowerPoint, and Teams.
• CPP certification is considered an asset, or an equivalent combination of education and experience.

Compensation

Our compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance.

The typical hiring range for this position is $100,000 – $130,000 annually . The base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity.