Service Delivery Manager (OSR)
Mississauga, ON, CAN
3d ago


A.S.P. Incorporated is powered by our people. A robust team unlike any other within the security and customer service industries, we innovate, we challenge, and we exceed client expectations.

A.S.P. Incorporated is a Security Service and Customer Service Provider for clients across Canada. We have a team unlike any other within the security and customer service industries and are currently seeking an Aviation Service Delivery Manager in our Customer Service Division to join our team.

We embrace change, challenge and continuously implement new strategies to strive for an environment which creates a culture of constant improvement.

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., "Service Matters".

The successful candidate will be an energetic individual and will have the following qualifications and skills,


Reporting to the Senior Manager, Customer Service the Service Delivery Manager is responsible for ensuring the quality standards of a contracted Operational Support Service Delivery operation at Toronto Pearson International Airport which is focused on operational and passenger service excellence.

The OSR service delivery team consists of Shift Managers, Zone Supervisors and Operational Support Representatives (OSR's) who support the Terminal passenger processing operation, including passenger flow, queue management and access control into the various processing areas within the Terminals, while providing world class customer / passenger services.

This is a 24 / 7 rotating shift position within Toronto Pearson International Airport and the Service Delivery Manger is responsible for moving between zones to monitor, direct, oversee and coach the real time operational aspects of OSR services and resources.

The Service Delivery Manager is responsible for the operational oversight of OSR operations 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 OSR operations.

Duties :

  • Remain on floor for 70% 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 OSR 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
  • 25% 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 OSR Agents, Supervisors and other employees to ensure quality service
  • Positively respond to questions and concerns
  • Provide feedback in a positive manner


  • Trains, coaches, develops and supports front-line staff and OSR Management Team
  • Provides effective and inspiring direction, that creates a shared vision and works cross-organizationally to achieve exceptional customer service and operational excellence every day
  • Highly visible, accessible team member who consistently trains, coaches, mentors and supports the front-line team
  • Fully supports an participates in the development and implementation of the Employee Engagement and Recognition / Reward programs
  • Conducts employee performance reviews and prepares Performance Evaluation reports on target
  • Takes appropriate disciplinary action when required
  • Knowledge

  • Develops and maintains a high working level knowledge of Terminal Operations relative to passenger flow and processing operations and procedures, sterility regulations for the mixing of passengers as well as the various support services and technologies related to the delivery of OSR services
  • Keeps informed / abreast of new or changing Terminal developments and services
  • Familiar with the Airport Service Quality (ASQ) measures and relationship / impact on OSR service delivery
  • Familiar with and actively supports the Toronto Pearson Airports "I am Toronto Pearson" program
  • Aptitude

  • Critical thinker with an improvement mindset and a bias for action
  • Knows and understands the business from a operational perspective
  • Continuously seeks opportunities to improve processes and procedures
  • Customer Service / Public Relations

  • High degree of proficiency with respect to customer service
  • Proactively collaborates / partners with the GTAA Terminal Operations to manage day of activities and challenges
  • Strong interpersonal and relationship management skills - establishes trust, respect and credibility within the airport community
  • Demonstrates passion for passengers by ensuring all OSR activities and programs resonate with passenger being the priority
  • Effectively investigates, resolves and / or escalates client / customer service issues, concerns or complaints
  • Maintains currency in all mandatory training including Coaching / Customer Service Leadership
  • Conduct & Preparedness

  • Delivers on commitments and demonstrates a high level of integrity in all aspects of job performance
  • Proactively anticipates and responds to customer / passenger needs
  • Role Model - exhibits a professional, courteous and positive manner at all times
  • Adaptable and adjusts quickly to changing scenarios
  • Prioritizes when faced with multiple demands / changes simultaneously
  • Exhibits an understanding of and delivers the company and client behaviour and values
  • Ensures all staff comply with established dress code / appearance policy and standards including display of RAIC at all times while on duty
  • Continually looks for learning opportunities in every-day activities (Was there a recent event or incident with a customer / stakeholder that everyone can learn from?
  • Is there a new GTAA standard or government regulation with implications for our workforce?)


    Adheres to contractual requirements and consistently accomplishes goals, delivers results and meets / exceeds expectations.

    Manages "Day of" operation effectively in order to achieve optimal,

  • resource and time efficiencies and proactively addresses issues and changing priorities to ensure a successful "Day of" operation
  • Works with a sense of urgency
  • Ensures sufficient, competent and properly trained staff are on duty to meet operational requirements inclusive of bilingual, relief, response and back-up staff
  • Monitors, tracks and achieves established SLA and KPI targets
  • Continually assesses processes and recommends best practices to meet changing demands and needs
  • Delivers on all daily performance service standard behaviours
  • Communication and Compliance

  • Demonstrates strong and effective written and verbal communication skills in a way that shows authenticity, respect and empathy and engages others in dialogue and builds rapport
  • Demonstrates strong public relations / customer service skills and interpersonal relationship management skills
  • Complies with preparation of all required reports to GTAA
  • Keeps operational staff apprised of any issues that may impede the effectiveness of daily operations
  • Abides by the Official Languages Act (OLA) and Accessibility and Inclusivity regulations and standards and ensures compliance with all company and client policies
  • Demonstrates tact and diplomacy in multi-directional communications with the ability to foster effective working relationships built on trust and respect
  • 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 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
  • Qualifications

    All applicants for this position must be :

  • 21 years of age or older
  • A Canadian Citizen or Landed Immigrant
  • 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 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
  • ASP Inc

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