• 12-Sep-2018 to 11-Nov-2018 (EST)
  • Mississauga, ON, CAN
  • Salary
  • Full Time

After 3 months


Reporting to the ASP Security and OSR Operations Managers, the Service Delivery Manager (Nights) is responsible for ensuring the quality standards of a contracted ASP Incorporated Services at Toronto Pearson International Airport is focused on security operations and passenger service excellence.  This is a night manager position within Toronto Pearson International Airport and the Service Delivery Manager (Nights) is responsible for moving between zones and Terminals to monitor, direct, oversee and coach the real time operational aspects of ASP Incorporated services and resources and activities which includes: achievement of daily work plan and priorities, resource allocation optimization, performance management/monitoring, on-the-job training and coaching front line team, performance/quality assurance monitoring and inspection, compliance with policies/plans/procedures and for responding to changing demands or emerging operational issues, events or activities which affect/impact ASP Incorporated operations.


  • Remain on floor for 85% of allocated shift time providing 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.
  • Intervene immediately if a noncompliance is noted.
  • 15% of time will be allocated to administration and management of 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.
  • Execute audits as assigned.
  • 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.



Education and Experience

  • Post-Secondary education with a Certificate, Diploma or Degree or equivalent work related/industry experience.
  • Minimum of 2-3 years' experience in a management or supervisory role, 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


  • 21 years of age or older
  • Legally authorized to work in Canada
  • Have a clear Criminal Record
  • 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
  • Successfully complete all initial and recurrent company training (initial training is a pre-requisite for employment

 Skills, Abilities and Personal Suitability

  • Superior communication skills (oral and written).
  • Excellent interpersonal, customer service and conflict resolution skills with an unrelenting commitment and passion to customer service excellence
  • Strong people leadership skills and ability to motivate, engage and empower front-line team
  • Strong organization, planning, time management skills, negotiation, problem solving and decision making skills
  • Competent computer skills in MS Office applications Email, MS Word and Excel in particular.
  • Technically adept at using technology and experienced in working with automated processes.
  • Self-directed/driven, highly resourceful, organized, detail and solutions oriented with the ability to successfully manage under pressure, drive process improvement and quickly respond to conflicting demands and changing priorities in a professional and diplomatic manner
  • Thrives in a complex, high demand, fast-paced, agile complex operational and customer-centric environment
  • Innovative and continuous improvement mindset - Skilled in identifying unique problems in Service Delivery operations and formulating and recommending innovative solutions to best meet client needs
  • Proven skills in scheduling and resource allocation/optimization
  • Ability to forge strong relationships with clients and stakeholder groups to influence, collaborate and negotiate with external stakeholder groups to achieve results
  • Demonstrates a high level of honesty and integrity and exhibits a professional, positive and courteous manner at all times.


  • Based on equal qualifications, preference may be given to bilingual (English/French) candidates
  • Airport/Terminal Operations experience is highly desirable
  • Possession of a valid Transportation Security Clearance and an Airport Restricted Area Identity Card (RAIC) is an asset
  • Valid CPR and First Aid Certificate is an asset
  • Prior experience with scheduling and/or manpower planning systems preferred
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