Manager of Field Services and Special Operations

Offered in: Ottawa, Northern ON, NW QC, Windsor

Location: 24 Colonnade Road, Ottawa ON

Schedule: Daytime, Monday to Friday

We are currently recruiting for a Manager of Field Services and Special Operations to work in person at our headquarters, located in Ottawa, ON.

What you will be doing…

The Manager of Field Services and Special Operations (MFSSO) at Commissionaires Ottawa plays a crucial role in overseeing various operations, including Mobile and Dispatch Operations, Risk and Compliance, and Special Event Management. This position is all about setting the right strategies and policies to ensure everything runs smoothly and contract requirements are met. The MFSSO also supports national business initiatives and handles incident management.

More specifically, this role involves managing the Spares List, Special Service Contracts, and various other contracts, including those for special events and short-term projects. A key part of the job is to align business goals with strategic plans, fostering and developing business relationships to expand and grow new opportunities. Additionally, this position leads the Quality Assurance Operations, ensuring top-notch service and compliance.

Some of your responsibilities include…

Dispatch and Mobile Operations

• Lead the effective and timely deployment of permanent and part-time employees according to directives and guidelines, supporting contracts
• Contribute to decision-making for new contracts, renewals, and approvals; monitor contract changes to ensure compliance with various standards and client requirements
• Manage effectiveness and efficiency through process improvements and active participation in forecasting operational needs, aligning with Business Managers, Field Leadership, and Human Resources
• Serve as the designated lead for the Ottawa Division National/Provincial Contracts and manage budget effectively

Risk and Compliance

• Provide leadership for Quality Management
• Develop strategy for compliance, including auditing, non-conformance reporting, and incident management
• Ensure contracts and operations comply with health and safety legislation and other relevant standards
• Develop and implement training plans and ensure staff receive required specialist training required by client
• Manage and monitor the development and implementation of Post Orders/Work Instructions, and conduct investigations of non-compliance, grievances, and complaints

Personnel Management

• Provide leadership, management, guidance, and coaching/mentoring to ensure the effectiveness of supervisors and employees
• Identify, mentor, and develop internal candidates for key business leadership positions
• Lead the selection and staffing of entry-level employees and participate in the competitive process for specialty and supervisory positions
• Counsel supervisors and employees on performance, career progression, and interpersonal conflicts; conduct disciplinary actions and participate in conflict resolutions
• Prepare and conduct Performance Management Assessments (PMA) for Section Supervisors and review PMAs to ensure conformity to standards

Business Development

• Actively promote and market our security and special services in line with Commissionaires Ottawa’s Strategic Plan
• Build and maintain relationships with new, existing, and potential clients to grow our business
• Contribute to all business development activities, including preparing and submitting bids

Other

• Review and provide updates to operating procedures
• Responsible for assigned special projects
• Support cross-departmental projects and activities
• Develop and implement statistical reports

What’s in it for you?

• Work for a reputable and nationally known company
• Work in a challenging and rewarding work environment
• Employer paid professional development
• A comprehensive benefits package
• Generous paid time off, holidays and sick days
• Retirement plans with company matching of employee contributions
• Employee discount programs, social outings and holiday gatherings

You’re a good fit if…

• Outstanding communication and listening skills in French and English
• Strong customer/client service orientation
• Superior organization, interview, negotiation, counselling and conflict resolution skills
• Strong follow-up skills
• Self-motivated with ability to function autonomously in a multi-faceted environment
• Results and target-oriented with the ability to work under pressure
• High level of confidentiality, discretion and professionalism
• Strong computer skills (MS Office Suite and Client Relationship Management Systems or other software programs)

Your must-haves:

• Post-secondary Diploma in related field such as: Business Admin, Police Foundations, Operations Management or equivalent level of experience and/or education
• Formal leadership/management training
• 8 years of management experience with several number of direct reports
• 5 years of experience in the physical security industry
• Experience in proposal development, client relations, and contract management
• Knowledge of total quality management systems, such as ISO
• Knowledge of employment standards, labour relations, CNESST (Commission on Workplace Standards, Fairness, Health and Safety)
• Physical Security Professional (PSP) OR CPP designation is considered an asset

Application Process

If we’re the right fit for you, we want to hear from you! Send us your resume and cover letter to [email protected].

NOTE: Only those candidates that meet the specified requirements will be considered for this position. Candidates that do not meet the requirements may be considered for similar opportunities.

Commissionaires’ values the diversity of our workforce and respects its employees as individuals, regardless of race, nationality, religion, sexual orientation, gender and age.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Commissionaires’ Policies on Accommodation, a request for accommodation will be accepted as part of Commissionaires’ hiring process.

Commissionaires-Ottawa does not use artificial intelligence (AI) to screen, assess, or select applicants. However, please be aware that some third-party tools we utilize in our recruiting and selection process may incorporate AI technology. We appreciate all who apply, however we will only be contacting candidates of interest.