Regional Service Delivery Manager
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
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Lead day-to-day screening checkpoint operations to meet service delivery targets, KPIs, and compliance requirements
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Monitor performance, identify risks and trends, and implement improvements
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Ensure operational readiness and adapt to changing passenger volumes and security demands
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Oversee incident management, reporting, and follow-up actions
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Ensure all activities align with regulatory requirements, SOPs, and legislation
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Support workplace investigations and maintain accurate documentation for audits and reporting
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Act as an escalation point for operational issues, complaints, and service disruptions
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Lead, coach, and develop Screening Officers and Facilitators
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Manage performance through feedback, recognition, and corrective action
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Build strong relationships with airport partners, regulators, and internal stakeholders
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Promote a professional, inclusive, and high-performing team culture
Qualifications
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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
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Ability to acquire Transportation Security Clearance (TSC) and eligibility for Federal Security Clearance
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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
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Knowledge of relevant security and employment legislation
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Strong operational focus, ability to work under pressure and provide creative solutions
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Experience in managing personnel in a unionized environment
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Proficiency in using office software such as Word, Excel and PowerPoint
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Willingness to work irregular hours, shift work, and attend incidents after hours
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Strong communication, leadership, client service, and persuasive skills
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Fluency in French is an asset
Salary: $70,000 + 10% bonus
Work Hours: This role will be based at Comox Valley Airport (YQQ) and work hours will reflect opening hours of the airport, from early morning to evening, and including weekend and holidays.
#PASS1A
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!
