Service Manager, FBO Operations

SKYSERVICE BUSINESS AVIATION Skyservice is a North American leader in business aviation. Driven by key principles of safety and excellence, we offer a comprehensive service experience, ranging from aircraft management and chartering to maintenance and aircraft sales, across our four aeronautical service terminals throughout Canada and the western United States. People and values are inseparable assets that drive our commitment to quality, safety, respect, and efficiency. These core values guide us daily and help build our reputation as leaders in aviation services. Skyservice is a team fully dedicated to supporting and developing its employees. To optimize your career and broaden your horizons and experience, Skyservice is the ideal team for you. Get to know us: https://www.skyservice.com/fr

A bright future for you at Skyservice: At Skyservice, we continue to grow and provide high-quality service to our clients, expanding our footprint and name in the Americas. You will bring a keen eye for detail, a fast-paced work rhythm, and dynamic scheduling to a team that works together to exceed client expectations. We are driven by excellence and fully dedicated to supporting and developing our teams!

SUMMARY OF RESPONSIBILITIES

• Manages operational activities on the ramp and adjacent apron areas in collaboration with airport authorities and neighboring tenants;
• Manages and provides orientation, training, supervision, performance management, and support for a team including Line Maintenance personnel, team leads, supervisors, Quality Assurance coordinator, and customer service.
• Fosters a safe work environment and a culture based on the company's guiding principles by ensuring the effective implementation of all safety standards, programs, and compliance.
• Supports the development of operations across the company by identifying opportunities to improve standard operating procedures to optimize safety and profitability.
• Works closely with ground service teams and pilots to ensure all customer service needs are met, promoting cohesive communication; facilitates efficient and client-focused client arrivals and departures;
• Finds and maintains new and existing office space and hangar tenants to ensure full occupancy; manages lease administration and ongoing relationship management;
• Establishes and maintains good relationships with World Fuel Services, Transport Canada, airport authorities, and all other relevant partners.
• Collaborates and communicates effectively with other personnel and members of the business terminal management team to explore and seize opportunities for performance improvement and efficiency gains.
• Ensures compliance with World Fuel Services (WFS) standards for safe operations and maintenance of refueler trucks.
• Responsible for all fuel orders and fuel inventories.
• Proactively promotes and sells aeronautical service terminal services at the airport;
• Responsible for expanding clientele among key ad-hoc clients for aircraft management: prepares quotes, ensures preparedness and excellent execution of their flight arrivals/departures.
• Works closely with ground support equipment and facilities teams (based in YYZ) to ensure the YOW terminal has the specialized tools and equipment necessary to perform its duties.
• Contributes to the development of effective training materials for aeronautical service terminals at the airport in collaboration with peers, including the Safety Management System and training managers in Canada.
• Supervises instruction, field training, and practical training; facilitates external training coordination as needed.
• Verifies and reviews training to determine effectiveness and relevance; prepares reports on key performance indicators.
• Administers business terminal new employee orientation programs, ensuring these employees have the necessary safety and training resources (restricted area identity card, D-class driver's license, and other requirements).
• Supports talent management procedures as needed; evaluates employee performance before and after training, as well as part of safety incident investigations (SMS).
• Leads safety incident report (SMS) investigations for the YOW terminal; independently investigates incidents, utilizing the Quality Assurance coordinator and other stakeholders as needed. Presents the final investigation report, ensuring implementation of follow-up measures and disciplinary recommendations.
• Monitors disciplinary outcomes of safety incidents and works with business terminal leadership to ensure a fair and equitable approach to discipline.
• Ensures staff performance management, including through hiring, succession planning, workforce management, and other initiatives.
• Manages payroll, scheduling and calendars, time recording, vacation requests, and employee overtime to meet operational requirements within budgeted amounts; and
• Participates in the preparation of service terminal budgets and budget forecasts, including capital expenditures, through a deep understanding of the financial drivers of operations.
• Manages client relations; resolves issues with staff, crews, or clients within the limits of delegated authority;
• Supports the Facilities team in monitoring or developing preventive facility maintenance programs and leasehold improvements, including supervision of all improvement and renovation work and management of external contractors;
• Supports the Facilities Department by ensuring the implementation and annual update of security plans;
• Supports the Facilities Department by ensuring the updating and testing of evacuation plans and the execution of fire inspections;
• Ensures compliance with all regulations and requirements of Transport Canada and the Ottawa International Airport Authority, including Ottawa's primary security queue program.
• Ensures compliance with all safety and security programs and directives of the Ottawa International Airport Authority and its partners.
• Ensures compliance with all security requirements, including access systems and issuance of access keys, automatic doors, and main security control doors.
• Works with the Ground Support Equipment (GSE) and vehicles team to ensure equipment maintenance meets standards, as well as brand image requirements (logos/decals, etc.).

TRAINING AND SKILLS

• 10 years of supervisory experience in an aeronautical service terminal (Line Maintenance, team lead, training, fuel farm management, service management, etc.), including in-depth knowledge of the aviation sector, airport aeronautical services, or ground services for a commercial carrier;
• 5 to 8 years of experience in leading personnel and teams; experience in employee performance management and designing performance improvement programs.
• Post-secondary education or equivalent relevant experience.
• A degree in aviation or business management is an asset.
• Experience in establishing complex shift work schedules and practical experience with ADP time tracking.
• Excellent track record in achieving financial results while driving continuous improvement.
• Ability to obtain a Restricted Area Identity Card (RAIC) and Transport Canada security clearance, an Airside Vehicle Operator's Permit (AVOP), and a Radio Operator Technical Certificate (ROTC).
• Strong focus on safety, experience with Safety Management Systems (SMS) and safety management procedures, including leading investigations, formulating recommendations, and concluding incident reports.
• Strong computer knowledge and proficiency in the Microsoft Office suite (including SharePoint).
• Inclusive and respected leader embodying emotional intelligence
• Proven ability to build strong relationships with key stakeholders.
• Excellent verbal and written communication skills, interpersonal skills.
• Superior organizational, follow-up, and time management skills
• High autonomy and ability to work in a team.
• Attention to detail and strong problem-solving skills.
• Flexibility to work overtime and on call as needed.

Benefits:

• Collective health insurance plan for you and your eligible dependents, including health, vision, and dental care
• Employee Assistance Program
• Collective retirement savings plan with employer matching contributions
• Paid leave for health and personal reasons
• Employee referral program
• Years of service awards

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.