POSITION SUMMARY :
Reporting in to the Operations Manager, the Service Delivery Manager (SDM) is responsible for the leadership, management and oversight of a 24 / 7 team of high level staff who provide a protective and authoritative presence at various locations.
Provides response to routine and emergency events / calls. This position is responsible for managing the a large contract portfolio within the GTA, ensuring compliance with the contract requirements and government legislation.
The Service Delivery Manager is the primary operational point of contact for the client 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 AND RESPONSIBIITIES :
Attends and participates in Meetings, operational coordination meetings / briefings and any other working groups / committees established;
Ensures the field team follow all directions given, 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 resources to accommodate ad-
hoc, emergency or enhanced measure requirements;
Plans, coordinates and monitors all day-to-day activities in collaboration with the management 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 all Training for all service personnel prior to being assigned duties;Conduct OJT In-
Field Training / Testing of staff;Confirm appropriate use of Post Logbooks and / or guard notebooks to ensure effective reportingMaintain 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;
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 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 staff to ensure no disruption to normal staffing compliment at location;
Provides coaching, support, guidance and advice to the staff including conducting performance appraisals, deployment and professional development to ensure skilled and competent resources;
Foster and maintain collaborative working relationship / partnership with representatives and key stakeholder groups which interact with the 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 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.
POSITION REQUIREMENTS : Education and Experience
Education and Experience
Demonstrated experience (preferably 5 years or more) as a Management Representative in other large public facilities similar in size and scope of work involved
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
Proof of a Certified Protection Professional (CPP) designation through ASIS or Certified Security Supervision and Management (CSSM) designation through IFPO or in the process to obtain
Good knowledge / understanding of operations and procedures; situational awareness techniques etc.
Good knowledge and understanding of client contractual requirements and customer expectations;
Demonstrated experience in providing "off-site" management to a large complement of staff
A graduate from a recognized community college in the field of Business Management.
A Law and Security background is preferred.
Demonstrated experience in implementing succession plans, coaching and motivating staff
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;
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
Please note that due to high volume of applicants only short-listed candidates will be contacted.
We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.
If contacted for an employment opportunity, please advise Human Resources if you require accommodation.