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Job Description
Service Delivery Manager - Pearson Airport
Service Delivery Manager- Aviation Security The Opportunity We are seeking a Service Delivery Manager to oversee our aviation security contract at Toronto Pearson International Airport (TPIA). This is a client-facing leadership role responsible for ensuring operational excellence, building strong relationships with stakeholders, and supporting our frontline teams in delivering safe, efficient, and client-focused service.
What You Will Do
Operational Management
- Oversee daily operations for the security contract at TPIA, ensuring compliance with safety, security, and service standards
- Collaborate with Resource Planning to optimize scheduling, balance staffing levels, and provide after-hours support as required
- Monitor and use Key Performance Indicators (KPIs) to evaluate performance and drive improvements
Client & Stakeholder Relations
- Develop and maintain strong relationships with clients and airport partners
- Communicate service updates, manage changes, and respond promptly to feedback with effective solutions
Employee, Labor Relations & Health & Safety
- Maintain positive employee relations by addressing concerns, facilitating open communication, and fostering a respectful workplace culture
- Interpret and apply collective bargaining agreements, ensuring fair and consistent implementation of policies and procedures
- Partner with Human Resources to manage labor relations matters, including grievance resolution, investigations, and disciplinary processes
- Provide guidance and coaching to supervisors on labor-related issues to ensure compliance with employment legislation and contractual obligations
- Support change management initiatives by engaging employees and union representatives in constructive dialogue
- Lead Health & Safety Committees to ensure compliance and promote a strong safety culture
Process & Technology Improvement
- Identify and implement operational process enhancements to improve efficiency and service quality
- Leverage technology to optimize operational effectiveness
- Conduct regular audits and inspections to maintain compliance and prevent potential service issues
Incident Management & Continuous Improvement
- Investigate incidents and client concerns, applying root cause analysis and implementing corrective actions
- Recommend and execute service process improvements, ensuring follow-up and accountability
Recruitment & Training
- Support recruitment efforts to maintain appropriate staffing levels
- Oversee onboarding and continuous training to meet regulatory and client requirements
What You Bring
- College diploma or equivalent professional experience
- Minimum of five years’ experience in a management role, ideally within the security or aviation industry
- Strong leadership, communication, and client management skills
- Proficiency in Microsoft Office (Word, Excel, PowerPoint) and comfort with operational technologies
- Knowledge of safety, security, and employment regulations, with experience working in a unionized environment
- Proven ability to manage teams, improve processes, and achieve operational goals
- Flexibility to work outside regular business hours as needed
- Knowledge of relevant legislation is considered an asset