Bilingual Service Delivery Manager

The Paladin Difference starts with our team. We are committed to being Curious, Accountable, Respectful, and Exceptional, and making the world a safer and friendlier place because we CARE! If this sounds like a team that you'd like to join, we want to meet you! La différence Paladin commence avec notre équipe. Nous nous engageons à être Curieux, Responsable, Respectueux et Exceptionnel, et à rendre le monde plus sûr et plus convivial parce que nous "Nous soucions"!

Si cela vous semble être une équipe à laquelle vous aimeriez vous joindre, nous voulons vous rencontrer!

We are currently hiring 12-month term Bilingual Service Delivery Managers based out of Vancouver International Airport.

The Service Delivery Manager leads screening checkpoint operations, ensuring strong performance, regulatory compliance, and a safe, efficient passenger experience. This role is responsible for driving operational excellence, leading frontline teams, and partnering with stakeholders to support seamless airport security operations.

• Own screening checkpoint operations and drive compliance across the board
• Build and maintain strong relationships with aviation security stakeholders
• Hit daily KPIs while ensuring full adherence to Standard Operating Procedures (SOPs)
• Lead, coach, and mentor Screening Officers, fostering an engaged and motivated team
• Conduct performance reviews and champion employee recognition
• Apply progressive discipline when needed, fairly and consistently
• Document and compile detailed security incident reports, capturing key details, timelines, and actions taken
• Support Screening Officers with escalated operational matters, including complaints and security incidents
• Conduct workplace investigations alongside People & Culture and senior leadership
• Handle day-to-day administrative tasks that keep operations running smoothly
• Other duties as assigned

• Bilingual in English and French (spoken and written) is a requirement of this role
• Minimum of three (3) years of work-related experience in a protective service leadership role, preferably in the aviation security industry in a unionized environment
• Bachelor's degree in Business Administration, Management, Finance, Criminal Justice, or related field; OR a minimum of two (2) years of post-secondary education combined with a year of supervisory/managerial experience in a customer service, operational, or unionized environment
• Ability to acquire Transportation Security Clearance (TSC) and eligibility for Federal Security Clearance
• Knowledge of relevant security and employment legislation
• Strong operational focus, ability to work under pressure and provide creative solutions
• Proficiency in using office software such as Word, Excel and Power Point
• Willingness to work irregular hours, shift work, and attend incidents after hours
• Strong communication, leadership, client service, and persuasive skills
• Additional duties as required

Work Hours:

These are 24/7 positions, so candidates with open availability to work morning, afternoon, and overnight shifts are preferred. This role is fully based at Vancouver International Airport (YVR).

We are committed to providing accommodation for people with disabilities through the interview process and while employed. If you require accommodation during the interview process, please let us know and we will work with you to meet your needs.