Service Delivery Manager- Aviation - Mississauga, Canada - A.S.P. Incorporated
Description
SERVICE DELIVERY MANAGER- AVIATION
- Are you passionate about safety & security while seeking opportunities in management?_
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.
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 23 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
SP:
- We care about our team and their personal & professional success.
- We offer competitive salaries and benefits.
- We are a Canadian company.
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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