• 01-Mar-2017 to 30-Jun-2017 (EST)
  • Toronto, ON, CAN
  • Full Time

A.S.P. Incorporated is powered by our people. A robust team unlike any other within the security industry. We innovate, we challenge and we exceed client expectations. We continuously implement new strategies and strive for an environment which creates a culture of constant improvement.

A.S.P. Incorporated was established in 2000 and has provided security and concierge services to clients in Ontario and Alberta. We currently employ more than 800 guards.

Our integrity as a service provider helps ensure we honour all our commitments to our clients which have given us the honour to provide service to them. A.S.P. Incorporated has the experience, dedication, organization, intellectual capital and fiscal strength to offer a complete turnkey service. We continue to raise the bar, because at A.S.P., "Security Matters".

We are looking for a Service Delivery Manager for the downtown Toronto area.

The Service Delivery Manager (SDM) is responsible for the leadership, management and oversight of a 24/7 team of high level security guard/specialists who provide a protective and authoritative presence at the downtown area. Security Guard services range from patrols and escort & surveillance services, response to routine and emergency events/calls and provision of security for construction sites and special events. This position is responsible for managing a large transportation hub in Toronto, ensuring compliance with the contract requirements and government legislation.

 The Service Delivery Manager is the primary operational point of contact and as such has the authority to receive and action on behalf of A.S.P., any notice, order, direction, decision or other communication that may be given by clients in relation to service contracts and as such works closely with clients to understand their service needs and challenges.

 Duties & Responsibilities:

  • Attends and participates in Security Meetings, operational coordination meetings/briefings and any other security working groups/committees established;
  • Ensures the security team follow all directions given by the clients, and instructions, policies and procedures outlined in the site-specific duties and responsibilities document;
  • Meets monthly, or at other times as required by the client to review issues, recommendations, problems, concerns, and changing requirements;
  • Responsible for the development of approved Shift Lead/Guard schedules to ensure the provision of sufficient, qualified, properly trained/certified personnel to perform the required services;
  • At the request of the client, makes the necessary arrangement for the implementation of any additional security resources to accommodate ad-hoc, emergency or enhanced security measure requirements;
  • Plans, coordinates and monitors all day-to-day security activities in collaboration with the Security team and responds to, investigates and resolves operational issues;
  • Ensures SOP's and Post Orders are developed and maintained and always remain current and are reviewed and understood by all staff on site;
  • Establishes standardized, formal processes and procedures to:
    • Plan/track the performance of weekly site inspections of Posts/Positions, employees and equipment;
    • Ensure the scheduling and completion of the required 60-hour On-the-Job Training for all guard service personnel prior to being assigned duties;
    • Conduct OJT In-Field Training/Testing of Security Guards;
    • Confirm appropriate use of Post Logbooks and/or guard notebooks to ensure effective reporting
    • Maintain records of complaints, problems, incidents, events and disciplinary, operational or administrative actions taken;
    • Comply with all established client reporting requirements;
    • Maintain an Inventory Control Program of company and client issued inventory and equipment;
  • Prepares and/or reviews reports relative to the operation, staffing levels, overtime operating costs, compliments/complaints, performance metrics, etc. as well as significant incident/event reports;
  • Implements the ASP employee engagement/retention program to ensure that staff turnover rates are properly controlled and that we maintain a high employee retention rate;
  • Monitors and enforces all designated safety, security and operational procedures and regulations applicable to the performance of the Service;
  • Participates in the development and delivery of security guard training & certification programs (initial and annual recurrent) to ensure training is reflective of contractual requirements;
  • Coordinates the scheduling of all training for new and existing security guards and shift leads to ensure no disruption to normal staffing compliment;
  • Arranges for the procurement, maintenance and/or replacement of all equipment and supplies required to perform the services;
  • Provides coaching, support, guidance and advice to the Shift Leads including conducting performance appraisals, deployment and professional development to ensure skilled and competent resources;
  • Foster and maintain collaborative working relationship/partnership with client representatives and key stakeholder groups which interact with the security team on a daily basis;
  • Establish and implement a system of monitoring, auditing, tracking, recording and reporting service delivery performance/quality assurance against established Key Performance Indicators (KPI's);
  • Continually assess the operation, perform gap analysis and identify trends or root causes of problems; investigates service level deficiencies and develops and implements appropriate corrective action plans;
  • Ensures compliance with all company and client policies, standards, contractual obligations as well as government regulations. Ensures employees meet all requirements of the company General Orders for Security Personnel and enforces all rules, policies and procedures in a fair and impartial manner;
  • Investigates all problems, complaints, incidents, events and deficiencies and submit a written report of all findings to the client representative and implements appropriate corrective action;
  • Participate in the maintenance of the Quality System and participates in all reviews and meetings associated with the ISO 9001 QPM and QSP manuals, including audits. Make recommendations for improvement that will increase the effectiveness or benefit the service delivery to our clients.
  • Ensures ISO procedures are followed and prepares Non-Conformance Reports for all incidents, complaints or deficiencies discovered that affect the delivery of services to client;
  • Participates in HR and Administrative functions such as recruitment, discipline, training and skills development, coaching/mentoring and performance assessment and evaluation;
  • Promotes a culture of continuous improvement and innovation which leverages technology and best practices and new ideas and initiatives to improve services/processes.
  • Performs other duties as required.

 Job Knowledge

  • Good knowledge/understanding of security operations and procedures; situational awareness techniques and familiar with the downtown Toronto area as well as security systems;
  • Good knowledge and understanding of client contractual requirements and customer expectations;
  • Knowledge of the Private Investigators and Security Guards Act. Including all applicable Regulations and guidelines pertaining to working as a Security Guard in the Province of Ontario
  • Knowledge of company ISO 9001 QPM and QSP Manuals and associated forms;

 Skills, Abilities and Personal Suitability

  • Strong leadership and people management skills
  • Excellent communication skills (oral and written)
  • Exceptional Customer/Client Service and interpersonal relationship skills
  • Passion and an unrelenting commitment to security and customer service excellence
  • Strong organization, planning and time management skills
  • Resourceful, solutions oriented with the ability to manage under pressure, drive process improvement and quality assurance and respond to critical or changing priorities
  • Strong and proficient computer skills, specifically in MS Office Applications including Microsoft Word and Excel;
  • Demonstrates critical thinking, good judgement and problem solving and the ability to make effective decisions under pressure;
  • Demonstrates professionalism, integrity, initiative with the ability to foster harmonious relationships based on mutual trust and respect;


  • Demonstrated experience (preferably 10 years or more) as a Management Representative in other large public facilities similar in size and scope of work involved with the client
  • Demonstrated experience in providing "off-site" management to a complement of Security Guards and Shift Leads
  • Proof of a Certified Protection Professional (CPP) designation through ASIS or Certified Security Supervision and Management (CSSM) designation through IFPO
  • A graduate from a recognized community college in the field of law enforcement and security administration or equivalent industry related/work experience;
  • Demonstrated experience in implementing succession plans, coaching and motivating staff
  • Must have a full Ontario Drivers licence with no restrictions and a clean driver abstract;
  • Must be willing and available to be on-call to clients on a 24/7 basis.
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