What can you expect from this position?Reporting to the Associate Director, Terminal Services and Performance, the Manager, Terminal Services and Standards provides strategic leadership for Terminal Operations service contracts, the Surrey and Wheelchair Replenishment Program license, and Passenger with Reduced Mobility Licenses to Operate. The role oversees the full contract and license lifecycle, drives performance against service level agreements and key performance indicators, administers incentives and liquidated damages, and ensures compliance with Pearson Standards, regulatory requirements, and the GTAA Customer Experience strategy.
As a Manager, Terminal Services and Standards, you will:- Manage and administer Terminal Operations service contracts, including Operational Support Representatives; Terminal 1 and 3 Airport Custodial and Waste Management; wildlife and pest control; curbside management and enforcement; parking operations, including valet and car care; Facility Support Agents; baggage cart management; and waste hauler services.
- Develop, manage, and monitor annual departmental budgets and forecasts.
- Oversee the full contract lifecycle, including procurement strategy, scope development, service level agreements, key performance indicators, evaluation criteria, contract award, amendments, extensions, transitions, and closeout.
- Support Request for Proposal activities and contract negotiations to mitigate risk and maximize financial and operational value in a complex, unionized environment.
- Monitor operational data, customer satisfaction measures, service level agreements, and key performance indicators to identify trends, service gaps, and non-compliance.
- Lead vendor performance management, including monthly and quarterly reviews, corrective action plans, performance incentives, liquidated damages, risk mitigation, and service continuity planning.
- Drive operational efficiency through innovation and process improvements that enhance productivity, reduce costs and consumption, and minimize environmental impact.
- Provide leadership and operational oversight for the Surrey and Wheelchair Replenishment Program, including financial reconciliation, governance, performance, staffing models, assets, cost controls, capital planning, training, license extensions, and future procurement.
- Oversee Passenger with Reduced Mobility Licenses to Operate by validating performance data, administering quality assurance and customer service audits, resolving service deficiencies, and enforcing contractual remedies where required.
- Ensure Surrey and Wheelchair Replenishment Program and Passenger with Reduced Mobility training aligns with the GTAA Customer Experience strategy and Canadian Transportation Agency accessibility regulations.
- Serve as the primary point of contact for Terminal Operations contractors, license holders, airlines, government agencies, and internal departments, and lead cross-functional initiatives that support airport growth and service excellence.
- Oversee Pearson Standard liquidated damages and contribute to the ongoing development and refinement of Pearson Standard requirements.
- Manage, coach, and develop direct reports by setting clear objectives, enabling decision-making, removing barriers, and providing meaningful feedback and development opportunities.
This is the role for you, if you have: - 5 years of experience in business and/or aviation management.
- 3 years of people leadership experience.
- 5 years of experience preparing and managing large-scale service contracts in a complex environment.
- 5 years of experience in airport operations, airline operations, or a similar business environment.
- Demonstrated knowledge of contracting practices, procedures, and contract management and administration.
- Working knowledge of accounting principles, data analysis, and administrative management practices.
- Strong verbal and written communication skills, with the ability to communicate clearly, concisely, and with conviction.
- Effective active listening, negotiation, problem-solving, and stakeholder management skills.
- Decisive and confident decision-making, including the ability to assess information quickly and act appropriately in complex, high-pressure environments.
- Critical thinking and the ability to align customer service outcomes with departmental and corporate priorities.
- Demonstrated ability to work independently and collaboratively to resolve complex operational issues and balance the interests of air carriers, agencies, and passengers.
- Strong proficiency with Microsoft Office, including Word, Excel, Outlook, Access, and PowerPoint.
- Strong knowledge of Terminal Operations, agency and air carrier operations, and familiarity with the LIFT program are considered assets.
- Post-secondary degree or diploma in Business Management, or equivalent experience in a similarly sized and complex operational environment.
- Valid class "G" Ontario Driver's license.
- Ability to obtain and retain Transportation Security Clearance.
This position is exempt from Ontario's 2026 pay transparency requirements under Regulation 476/24.
