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

• Lead day-to-day screening checkpoint operations to meet service delivery targets, KPIs, and compliance requirements
• Monitor performance, identify risks and trends, and implement improvements
• Ensure operational readiness and adapt to changing passenger volumes and security demands
• Oversee incident management, reporting, and follow-up actions
• Ensure all activities align with regulatory requirements, SOPs, and legislation
• Support workplace investigations and maintain accurate documentation for audits and reporting
• Act as an escalation point for operational issues, complaints, and service disruptions
• Lead, coach, and develop Screening Officers and Facilitators
• Manage performance through feedback, recognition, and corrective action
• Build strong relationships with airport partners, regulators, and internal stakeholders
• Promote a professional, inclusive, and high-performing team culture

Qualifications

• 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 Clearance
• 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
• Knowledge of relevant security and employment legislation
• Strong operational focus, ability to work under pressure and provide creative solutions
• Experience in managing personnel in a unionized environment
• 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

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.

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!