Job Description

SERVICE DELIVERY MANAGER- AVIATION

Are you passionate about safety & security while seeking opportunities in management?

A.S.P. Incorporated has provided security and customer service solutions for over 20 years to clients in Canada. We have a team of more than 2000 employees nationally and are a subsidiary of ICTS EUROPE which operates in 22 countries, employing more than 17,000 professionals globally. A.S.P provides services to some of the largest airports in Canada and also has a significant presence within commercial and residential spaces in both Ontario and Alberta.

A.S.P. is looking for a Service Delivery Manager who will be responsible for managing our contracts at Pearson International Airport. The selected candidate will ensure compliance with all contractual requirements, A.S.P. guidelines, and government legislation. The selected candidate will be required to work with integrity, respect, and take responsibility for all staff and targets within their portfolio of security contracts.

What you will do:

Provide oversight, coaching, mentoring and correction to frontline staff. (Coach, mentor, correct & foster quality teamwork.)

Promote quality standards of professionalism within the ASP Team.

Measure and evaluate the quality of service being delivered.

Monitor and adjust implemented actions to correct and/or improve performance.

Execute knowledge checks with frontline personnel to ensure effective communication of client requirements.

Enforce attendance management policy.

Intervene immediately if a noncompliance is noted.

Administrate and manage special projects such as the support of document control activities or Emergency Procedures and procedure implementation planning.

Attend professional development sessions and client meetings as required.

Support and participate in investigations relating to service or procedural failures.

Maintain an intimate awareness of client Standard Operating Procedures and performance updates.

Add a quality focus to briefings and other communications with personnel.

Ensure all quality documents are filed, saved, organized and identifiable. Ensure document compliance in accordance with ISO Standards.

Develop and Execute audits as assigned.

Maintains effective control and schedules maintenance for all issued equipment, including that issued to each Supervisor. This includes company motor vehicles.

Oversee Service Level Agreements to ensure that client expectations are met or exceeded.

Liaise with ASP employees, Supervisors and other employees to ensure quality service

Positively respond to questions and concerns

Provide feedback in a positive manner.

Who you are:

Post-Secondary education with a Certificate, Diploma or Degree or equivalent work related/industry experience.

Minimum of 2-3 years\' experience in a management or Aviation, preferably in a security, customer service and/or airport/airline operations environment.

People management and operations experience with a strong focus on metrics, including a solid knowledge of KPI\'s and SLA\'s

Physically capable of performing all duties as set out in Job/Position Description

Able to obtain and maintain a valid Transportation Security Clearance and Toronto Pearson Airport Restricted Area Identity Card (RAIC)

Able to work a rotating shift schedule, including nights, weekends and statutory holidays

Prior experience with scheduling and/or manpower planning systems preferred

Must obtain and secure a valid Ontario Security License

Why you should work with A.S.P:

We care about our team and their personal & professional success.

We offer competitive salaries and benefits.

We are a Canadian company.

A.S.P. Incorporated is committed to supporting a diverse workforce from the various communities in which we operate. We encourage all qualified professionals without regard to race, gender identity, colour, sex, marital / family status, citizenship, religion, sexual orientation, aboriginal status, and age to apply.

We hire for PERSONALITY. We train for the job.

ASP Security Services