Service Delivery Manager- Pearson Airport

Service Delivery Manager- Aviation Security

At A.S.P. Incorporated, we are powered by our people. For over 25 years, we have delivered exceptional security and concierge services across Ontario, building a team unlike any other in the industry. We embrace change, challenge expectations, and continually refine our services. Our integrity ensures we honour our commitments and raise the bar because, at A.S.P., Security Matters.

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.