Service Delivery Manager- Aviation

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:

• Measure and evaluate the quality of service being delivered.
• Support and participate in investigations relating to service or procedural failures.
• Add a quality focus to briefings and other communications with personnel.
• Develop and Execute audits as assigned.
• Oversee Service Level Agreements to ensure that client expectations are met or exceeded.
• Maintains effective control and schedules maintenance for all issued equipment, including that issued to each Supervisor. This includes company motor vehicles.
• Provide oversight, coaching, mentoring and correction to frontline staff. (Coach, mentor, correct & foster quality teamwork.)
• Intervene immediately if a noncompliance is noted.
• Positively respond to questions and concerns
• Liaise with ASP employees, Supervisors and other employees to ensure quality service
• Ensure all quality documents are filed, saved, organized and identifiable. Ensure document compliance in accordance with ISO Standards.
• Provide feedback in a positive manner.
• Administrate and manage special projects such as the support of document control activities or Emergency Procedures and procedure implementation planning.
• Execute knowledge checks with frontline personnel to ensure effective communication of client requirements.
• Promote quality standards of professionalism within the ASP Team.
• Enforce attendance management policy.
• Maintain an intimate awareness of client Standard Operating Procedures and performance updates.
• Monitor and adjust implemented actions to correct and/or improve performance.
• Attend professional development sessions and client meetings as required.

Who you are:

• Prior experience with scheduling and/or manpower planning systems preferred
• Able to obtain and maintain a valid Transportation Security Clearance and Toronto Pearson Airport Restricted Area Identity Card (RAIC)
• Physically capable of performing all duties as set out in Job/Position Description
• Able to work a rotating shift schedule, including nights, weekends and statutory holidays
• Must obtain and secure a valid Ontario Security License
• 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
• Post-Secondary education with a Certificate, Diploma or Degree or equivalent work related/industry experience.

Why you should work with A.S.P:

• We care about our team and their personal & professional success.
• We are a Canadian company.
• We offer competitive salaries and benefits.

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.

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