• 06-Feb-2018 to 07-May-2018 (EST)
  • Burlington, ON, CAN
  • Salary
  • Full Time

Full Benefits

A.S.P. Incorporated is powered by our people.  We embrace change, challenge and client expectations and strive for an environment which creates a culture of constant improvement.

A.S.P. Incorporated currently employees approximately 1000 employee and we have been providing security and customer services to clients in Ontario and Alberta for the past 17 years. 

We are currently seeking a Service Delivery Manager with operational and customer service experience within our Aviation Services Department reporting directly to the Vice President of Aviation & Transportation.  This position requires a dynamic leader who is committed to providing exceptional high-quality service to our clients/customers and for creating a customer service team culture which promotes exceptional client/customer experience through value-added service solutions, performance/quality management and employee engagement.


Reporting to the Vice President, Aviation & Transportation, the Groundside Service Delivery Manager (SDM) is responsible for the leadership, oversight and management of a 24/7 Groundside Operations & Ground Transportation Management Service Delivery operation at Toronto Pearson International Airport.  The Groundside service contract encompasses a team of Operational Shift Managers, Supervisors and team of Groundside customer service/enforcement/patrol/dispatch officers who support the groundside operation, including pedestrian and vehicular traffic control, commercial vehicle control, dispatch and inspection, groundside/roadway patrols, etc. while providing exemplary customer service to the traveling public.

The SDM is responsible for leading the groundside team in executing their mandate of customer service and operational excellence in accordance with contract requirements and associated Service Level Agreements/KPIs.  This is achieved through the development of plans/programs and procedures, human resource management/optimization, performance standards and monitoring/inspection programs, employee engagement programs/initiatives, effective recruitment and training programs and innovative continuous improvement initiatives aimed at achieving/exceeding service levels and enhancing productivity, profitability, client expectations, customer satisfaction, contract compliance and employee engagement. 

The Service Delivery Manager (SDM) is the primary contact/liaison to Client Representatives and works closely with them to understand their service needs and challenges and to deliver a service which meets/exceeds expectations and proactively responds to operational changes, challenges and fluctuating needs. 

Duties & Responsibilities:

  • Oversight, leadership, direction and management of all aspects of Groundside service operation inclusive of people, processes, tools/technologies, uniforms and performance management.
  • Participate in the development and continuous refinement of a flexible and dynamic Human Resource Management and Optimization program.
  • Foster effective working relationships/partnerships with client and key stakeholder groups to coordinate activities, identify and resolve problems and to seek opportunities for improvement.
  • Participate in GTAA or Toronto Pearson operational meetings, working groups/committees.
  • Establish and implement a system of monitoring, auditing, tracking, recording and reporting performance/quality assurance against established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure consistency and quality of service and achievement of contractual requirements.
  • Continual assessment of the operation, performance of gap/trend analysis, identification and development of corrective action plans as required.
  • Preparation of operational, incident/event and performance measurement reports (daily, weekly, monthly, quarterly and annually) as required.
  • Develop and maintain operational plans and procedures as well as contingency plans.
  • Create and promote a culture of continuous improvement and innovation.
  • Participates in the preparation of the Groundside operational budget and expense tracking and recommend capital expenditures for the acquisition of new equipment/technology.
  • Establish, implement and track the success of a comprehensive employee engagement program inclusive of employee recognition/reward programs and events/activities to celebrate success.
  • Participate in preparation for union contract negotiations and associated labour dispute contingency plans.


Education and Experience

  • Post-Secondary Certificate, Diploma or Degree;
  • Five (5) years of management experience in leading a large team; preferably in an operational and/or customer service environment;
  • Experience in working within a unionized environment;
  • People management and operations experience with a strong focus on metrics, including a solid knowledge of KPIs and SLAs to ensure compliance;
  • Working knowledge of Human Resource principles and practices and experience in the interpretation of Collective Agreements.


  • Candidates applying for this position must be:
    • 21 years of age or older;
    • A Canadian Citizen or Landed Immigrant;
    • Have a clear criminal record;
    • Able to obtain and maintain a valid Transportation Security Clearance and a Toronto Pearson Restricted Area Identity Card (RAIC);
    • Possess a valid Ontario Provincial Drivers Licence;
    • Able to be available (on-call) to the client on a 24/7 basis.   

Skills, Abilities and Personal Suitability

  • Inspirational leader and role model who can translate vision into action and create a motivated, engaged and empowered workforce; 
  • Excellent oral and written communication, presentation and facilitation skills;
  • Strong customer service, conflict resolution and interpersonal skills with an unrelenting commitment and passion to customer service excellence;
  • Strong organization, planning, time management, project management and human resource management, planning and scheduling skills;
  • Solid business and financial acumen skills with a business improvement mindset;
  • Ability to influence, collaborate and negotiate cross organizationally to achieve results;
  • Highly resourceful, innovative & solutions oriented " ability to drive process improvement and respond to critical or changing priorities;
  • Strong and proficient computer skills, specifically in MS Office Applications;
  • Proven knowledge and experience in contracted service management; 
  • Detail oriented, flexible/adaptable, and possess the ability to balance conflicting priorities and work creatively to deliver against tight timelines and resolve


  • Bilingualism (English/French) is a definite asset;
  • Airport Operations and/or Ground Transportation management experience is highly desirable;
  • Possession of a valid Transportations Security Clearance and Airport RAIC (Restricted Area Identity Card) an asset;
  • Industry related training and recognized certifications (ASIS, IAAE, ICAO, etc.);
  • Current or previous labour relations experience is a plus;
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