Service Delivery Manager

North York, ON, Canada
Full Time
Mid Level


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

For over two decades, ASP has been a pivotal player in the security and customer service sector across Canada. As a proud member of the ICTS Europe family, we benefit from a global presence in 22 countries, employing over 17,000 experts. Our team in Canada delivers top-tier services to major airports and key commercial and residential sectors in Ontario, and across the country.

In this key role, you'll manage a portfolio of residential and commercial security contracts, ensuring adherence to all contractual, company, and legislative requirements. This position requires a strategic leader focused on operational excellence, integrity, and accountability.

What you will do:

  • Provide oversight, coaching, mentoring and correction to frontline staff. (Coach, mentor, correct & foster quality teamwork.)
  • Lead and promote quality standards of professionalism within the ASP Team.
  • Develop, measure, and evaluate KPIs to ensure 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.
  • Ensure that staff follow all directions given as well as instructions, policies, and procedures as outlined in their site post orders.
  • Engage with portfolio clients to review and address service delivery issues, recommendations, concerns, changes, and milestones.
  • Develop and maintain schedules to ensure the full provision of qualified and trained personnel to perform the required services.
  • Plan, coordinate, and monitor all day-to-day activities related to contractual needs and service delivery.
  • Respond to, investigate, and resolve all operational issues. Escalate as required.
  • Ensure SOPs and post orders are accurate, sufficient, reviewed/updated annually, and understood by all staff.
  • Assist with the development and maintenance of processes and procedures.
  • Establish and maintain a system of tracking and reporting service delivery performance; Key Performance Indicators (KPIs).
  • Ensure compliance with occupational health & safety legislation and ASP’s Health and Safety Program.
  • Ensure compliance with the Quality System in alignment with the ISO 9001 QPM and QSP manuals.
  • Participate in HR and Administrative functions such as recruitment, discipline, training, skills development, and documentation.
  • Regularly perform site visits for quality assurance, investigative, and relationship-building purposes.
  • Regularly conduct employee engagement efforts such as thank you letters, social media shout-outs, gift cards, and celebrations.
  • Be responsible for the fiscal and operational performance of the assigned portfolio of security contracts.
  • Have on-call availability should a site crisis occur after hours.

Who you are:

  • Demonstrated experience (preferably three years or more) in a management role with a similar size and scope of work.
  • Knowledge of the Private Security and Investigative Services Act, the Trespass to Property Act, Use of Force legislation, and other relevant laws, regulations, and guidelines pertaining to working as a security guard in the province of Ontario.
  • Able to meet security & criminal record clearance requirements.
  • Must possess and maintain a valid Ontario Security License, and a valid driver’s license with a clean driver’s abstract.
  • Prior experience in providing "off-site" leadership to a complement of security guards and security supervisors.
  • A Certified Protection Professional (CPP) or Associate Protection Professional (APP) designation through ASIS is preferred.
  • Post-secondary education in a related discipline such as Police Foundations, Security, Investigations, or Business is preferred.
  • Proven experience in coaching, leading, and motivating staff, as well as engaging in performance management.
  • A self-motivated and positive individual who is detail-oriented, skilled with Microsoft Office suite, and is a critical thinker.

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.


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