Regional Service Delivery Manager

The Paladin Difference starts with our team. We are committed to being Curious, Accountable, Respectful, and Exceptional, and making the world a safer and friendlier place because we CARE! If this sounds like a team that you'd like to join, we want to meet you!
La différence Paladin commence avec notre équipe. Nous nous engageons à être Curieux, Responsable, Respectueux et Exceptionnel, et à rendre le monde plus sûr et plus convivial parce que nous\ "Nous soucions\"! Si cela vous semble être une équipe à laquelle vous aimeriez vous joindre, nous voulons vous rencontrer!
Job Skills / RequirementsWe are currently hiring 12-month term Service Delivery Managers based out of Kelowna International Airport.
Summary
The Service Delivery Manager leads screening checkpoint operations, ensuring strong performance, regulatory compliance, and a safe, efficient passenger experience. This role is responsible for driving operational excellence, leading frontline teams, and partnering with stakeholders to support seamless airport security operations.
Responsibilities
Own screening checkpoint operations and drive compliance across the board
Build and maintain strong relationships with aviation security stakeholders
Hit daily KPIs while ensuring full adherence to Standard Operating Procedures (SOPs)
Lead, coach, and mentor Screening Officers, fostering an engaged and motivated team
Conduct performance reviews and champion employee recognition
Apply progressive discipline when needed, fairly and consistently
Document and compile detailed security incident reports, capturing key details, timelines, and actions taken
Support Screening Officers with escalated operational matters, including complaints and security incidents
Conduct workplace investigations alongside People & Culture and senior leadership
Handle day-to-day administrative tasks that keep operations running smoothly
Other duties as assigned
Qualifications
Minimum of three (3) years of work-related experience in a protective service leadership role, preferably in the aviation security industry in a unionized environment
Bachelor's degree in Business Administration, Management, Finance, Criminal Justice, or related field;
OR a minimum of two (2)years of post-secondary education combined with a year of supervisory/managerial experience in a customer service, operational, or unionized environment
Ability to acquire Transportation Security Clearance (TSC) and eligibility for Federal Security ClearanceKnowledge of relevant security and employment legislation
Strong operational focus, ability to work under pressure and provide creative solutions
Proficiency in using office software such as Word, Excel and PowerPoint
Willingness to work irregular hours, shift work, and attend incidents after hours
Strong communication, leadership, client service, and persuasive skills
Fluency in French is an asset
Additional duties as required
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 Kelowna International Airport (YLW).
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Additional Information / BenefitsPaladin Airport Security Services Ltd. ("PASS") has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Airport Security Services Ltd. ("PASS"). is committed to providing accommodation for people with disabilities through the interview process and while employed. If you require accommodation during the interview process, please let us know and we will work with you to meet your needs.
Paladin Airport Security Services is interested in getting to know candidates authentically and with integrity. To ensure a fair, transparent and equitable selection process, please do not use AI tools during your application, pre-employment testing, or interview. Failure to adhere to this guideline may result disqualification from the recruitment process.
Les Services de Sécurité de l’Aéroport Paladin (PASS) ont une main-d'œuvre diversifiée. Nous croyons et nous nous engageons envers une culture de travail fondée sur le respect, l'inclusion et la diversité. Les Services de Sécurité de l’Aéroport Paladin ("PASS?") s'engagent à fournir des accommodements pour les personnes handicapées tout au long du processus d'entrevue et pendant leur emploi. Si vous avez besoin d'un accommodement pendant le processus d'entrevue, veuillez-nous en informer et nous travaillerons avec vous pour répondre à vos besoins.
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