Job Description

Account Director, Critical Infrastructure
Burnaby, British Columbia, Canada
$105,000.00 - $115,000.00

Job Skills / Requirements

Our Account Director (Critical Infrastructure) is responsible for leading one of our most complex and dynamic security programs, playing a critical role in the ongoing performance of our partnership, ensuring the timely and successful delivery of solutions, and liaising between our client and cross-functional internal teams. You will be responsible for overseeing this Critical Infrastructure client’s contracted provincial security program to ensure all contractual deliverables are being met. This position is focused on physical guard services security management with significant security systems and technology integration. 

Paladin Security is seeking a tenured leader in the security industry with enterprise security management experience who thrives in a customer-centric service delivery role while being comfortable working in an integrated technology security-based environment. Your experience in operations orientated management within an enterprise environment along with security evaluations, risk management, and program data analytics will be utilized to ensure continuous delivery of high-quality service while continually seeking program evolutions to remain the industry leader.

RESPONSIBILITIES: 

  • Immerse yourself into the client’s culture and liaise regularly with client stakeholders, maintaining an excellent rapport and relationship, and responding to all communications in a timely manner
  • Ensure that the vision, strategic mission and security management plan of the client’s corporate security team are executed through Paladin’s delivery systems
  • Monitor day-to-day program operations (Guard Services, Security Command Centre, Security Technology) and manage the quality of services and resources
  • Ensure continuous operational compliance to all contractual obligations and consistency of service delivery across the entire portfolio
  • Assists in developing, implementing, and maintaining security plans and high-risk department evaluations
  • Establish policies and procedures to support security plans
  • Ensure the successful implementation of business metrics is achieved according to the portfolio needs and goals
  • Support security planning and associated deployment in coordination with the client
  • Support supply chain logistics and coordination
  • Maintain access logs and privileges
  • Maintain KPI data and present monthly
  • Review KPI and related Service Level Objectives reports, including developing plans to address performance issues (if required)
  • Support the development and implementation of employee performance strategies to exceed contractual requirements
  • Support and resolve escalated performance-related matters when required. Elevate disputes, issues, and recommendations to the Executive Sponsorship, as, and, if required for resolution or to seek guidance
  • Consider and support any continuous improvements, including those identified by client representatives, with the potential to improve processes, reduce cost, and improve overall performance
  • Conduct frequent security evaluations and risk assessments of client facilities and provide appropriate recommendations for safety and security improvements
  • Ensure all service and maintenance of security systems adheres to contractual requirements and is executed on target
  • Support the management of our client’s security system infrastructure asset database, including development and execution of a Service & Maintenance Plan; Manage and administer hardware, software, and operating systems necessary for the quality, security, performance, availability, recoverability, and reliability of the system
  • Support any transition of the physical security system to new technologies
  • Maintain product knowledge and certifications in security products and technology to continuously improve processes and/or reduce operating costs
  • Conduct investigations & complete required investigation reports as per established standards and protocols
  • Provide leadership, mentoring, development, and performance monitoring for direct reports
  • Work with HR to ensure sufficient resources are available to meet the company’s obligation. Performs interviews and determines suitability of candidates for site assignment within the portfolio
  • Ensure all staff within the portfolio has adequate training based on industry, corporate and client contractual requirements
  • Submit financial reports to VP on a monthly basis
  • Manage portfolio’s subcontractor relationships
  • Liaise and routinely meet with operational excellence team and branch portfolio area managers along with other key Paladin stakeholders to ensure standardized service delivery is executed throughout the entire Provincial portfolio
  • Liaise with our Integrator subcontractor personnel to ensure security systems and technology book of business within the portfolio meets and exceeds contractual service delivery standards
  • Remain on-call after-hours to act as a resource for emergency incidents
  • Perform other duties as requested to assist with corporate and/or branch needs
REQUIREMENTS:

  • Minimum of 10 years’ experience in the security industry, with a focus on physical security management, along with foundational knowledge of security systems and technology in an enterprise environment
  • Minimum of 5 years’ experience of operations orientated management experience in the security industry
  • Minimum of 3 years’ experience of account management/service delivery in a large and complex enterprise environment
  • Post-secondary education in a relevant practice (business administration, criminal justice and/or security systems technology and/or physical security)
  • CPP and PSP designations would be considered an asset
  • Proven knowledge and experience with security, management, administration, finance (budgeting) and security systems technical knowledge
  • Valid Class 5 BC Driver’s License with clean abstract; personal vehicle for travel to client sites within Lower Mainland is preferred
  • Must be able to travel across BC for durations of up to one week (usually less), 2-4 times a year
  • Ability to pass criminal and clients regulatory background checks
  • Excellent situational awareness skills (business and security). Ability to work in a challenging, fast-paced, multi-tasked environment
  • Ability to lead, plan, organize, delegate and problem solve in a complex enterprise security environment
  • Proven leader with a team-first mentality; able to effectively supervise and manage people through supporting a high-performance team. Ability to delegate and empower effectively. 
  • Excellent communication, both in writing and verbally, including leading weekly high-profile meetings and delivering presentations to groups including client stakeholders and executive teams
  • Strong computer skills, with proficiency in Microsoft Office; experience with project or accounting software would be an asset
  • Ability to plan and execute operational objectives within projected timelines through organized and effective project management
  • Elevated level of discretion and professionalism. Tact and diplomacy in dealings at all levels of the organization in a variety of situations
  • Highly responsive with well-developed client service skills. Experience and confidence in communicating and interacting with client stakeholders. Effective communication skills in a multi-stakeholder environment is essential.
  • Willingness to join industry professional associations, and a desire for continuous learning through professional certification processes

This is a Full-Time position