Location: Kelowna, British Columbia (On-site)

Salary: $60,000 per year

Job Type: Full-time, Permanent

Schedule: Monday to Friday, 9:00 AM–5:00 PM. Weekend work may be required based on business and operational needs.

Perks: Extended healthcare benefits

SECURITY DONE DIFFERENTLY — A CUSTOMER SERVICE-BASED APPROACH

About West Egg Security

West Egg Security provides strategic security solutions and customized workforce planning and management to organizations across diverse industries. Our experienced management team is committed to delivering exceptional service, operational excellence, and professional development opportunities for our employees.

We are seeking an experienced and motivated Service Delivery Manager to join our team in Kelowna, British Columbia. This is an excellent opportunity for a strong leader with proven management experience who can oversee service delivery, support frontline teams, maintain client relationships, and ensure operational standards are consistently met.

If you are a results-driven professional who values leadership, accountability, customer service, and continuous improvement, we encourage you to apply.

Position Overview

Reporting to the Vice President, the Service Delivery Manager will oversee day-to-day service delivery, workforce performance, client satisfaction, and operational compliance across assigned contracts and sites in Kelowna and the surrounding region.

The successful candidate will ensure that staffing, training, scheduling, performance management, and service quality meet client expectations, company standards, contractual obligations, and applicable British Columbia legislation.

Duties and Responsibilities

- Oversee daily security operations and ensure consistent, high-quality service delivery across assigned sites.
- Manage and support Security Supervisors, Security Guards, and other operational personnel.
- Develop and maintain staff schedules to ensure adequate coverage by qualified, licensed, and appropriately trained employees.
- Coordinate staffing requirements for emergencies, special assignments, and additional client requests.
- Build and maintain strong professional relationships with clients, site representatives, employees, and other stakeholders.
- Conduct regular site inspections, operational reviews,



and performance evaluations to ensure compliance with company and client requirements.
- Ensure site-specific procedures, post orders, standard operating procedures, and emergency response plans are maintained and followed.
- Monitor attendance, punctuality, uniform compliance, conduct, and overall employee performance.
- Provide coaching, guidance, and support to employees and supervisors, addressing performance concerns and identifying development opportunities.
- Coordinate initial and refresher training to ensure employees maintain the required licences, certifications, and site-specific qualifications.
- Investigate incidents, complaints, service deficiencies, and operational concerns, ensuring timely follow-up and appropriate corrective action.
- Prepare and review operational reports, incident reports, staffing summaries, performance metrics, and other management documentation.
- Monitor service quality, contract performance, overtime, staffing costs, and operational efficiency.
- Ensure compliance with applicable employment standards, occupational health and safety requirements, private security regulations, and contractual obligations.
- Identify opportunities to improve service delivery, operational processes, employee engagement, and client satisfaction.
- Support recruitment, onboarding, succession planning, and retention initiatives in collaboration with the recruitment and operations teams.
- Perform other duties as required to support business and operational objectives.

Position Requirements

Education and Experience

- Minimum of four years of management experience in a large organization, preferably within the security industry or a related service-delivery environment.
- Demonstrated experience managing teams, overseeing daily operations, coordinating staffing, and maintaining service standards.
- Experience managing client relationships, resolving operational challenges, and implementing performance improvements.




- Strong understanding of security operations, incident management, employee supervision, and operational reporting.
- Valid British Columbia Security Worker Licence, as applicable to the duties performed.
- AST (Advanced Security Training) and BST (Basic Security Training) qualifications/licensing, as applicable to the assigned role. Candidates who do not currently hold the required AST and/or BST qualifications must be willing and able to obtain them within three months of commencing employment, subject to applicable licensing and training requirements.
- Must have or can obtain BC security license within two months of commencing employment
- Must have BC driving license with clean drivers abstract.
- Ability to work on-site in Kelowna, Monday to Friday, from 9:00 AM to 5:00 PM, with flexibility to support operational requirements on weekends when needed.
- Ability to meet applicable legal requirements for working in the private security industry in British Columbia.
- Must have knowledge on the security laws i.e. TPA, Criminal code of Canada.

Skills, Abilities, and Personal Suitability

- Strong leadership, people-management, coaching, and team-development skills.
- Excellent verbal and written communication skills.
- Exceptional customer service, client relationship, and conflict-resolution abilities.
- Strong organizational, planning, scheduling, and time-management skills.
- Ability to manage competing priorities and make sound decisions under pressure.
- Strong analytical, problem-solving, and critical-thinking skills.
- Proficiency in Microsoft Office applications, particularly Word and Excel.
- High standards of professionalism, integrity, accountability, and initiative.
- A commitment to continuous improvement, operational excellence, and customer satisfaction.

Compensation and Benefits

- Annual salary of $60,000.
- Extended healthcare advantages, subject to applicable eligibility requirements.
- Opportunities for professional development and career advancement.
- Supportive and collaborative work environment.

Work Location

This is an on-site position based in Kelowna, British Columbia. The successful candidate must be able to attend assigned sites and meetings as required.

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📌 Service Delivery Manager Kelowna, BC
🏢 West Egg Security
📍 Kelowna