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, at our four fixed-base operators across 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 us build our reputation as leaders in aviation services. Skyservice is a team fully dedicated to supporting and developing its employees. To optimize your career, broaden your horizons, and expand your 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 America. You will bring attention to detail, a fast-paced work environment, and dynamic schedules 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 to a team including Line Maintenance personnel, team leads, supervisors, Quality Assurance coordinator, and customer service.
• Promotes a safe work environment and a culture based on company guiding principles by ensuring the effective implementation of all safety standards and programs, as well as compliance.
• Supports the development of the operations function 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, fostering inclusive communication; Facilitates client arrivals and departures in an efficient and customer-focused manner.
• Finds and maintains new and existing tenants for office spaces and hangars to ensure full occupancy; manages lease administration and day-to-day 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 staff and 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 operational safety and maintenance of refuelers.
• Responsible for all fuel orders and fuel inventories.
• Proactively promotes and sells fixed-base operator services at the airport.
• Responsible for expanding the client base with major transient clients for aircraft management: prepares quotes, ensures readiness and excellent execution of their flight arrivals/departures.
• Works closely with ground support equipment and facilities teams (based at YYZ) to ensure the YOW terminal has the specialized tools and equipment necessary to perform its duties.
• Contributes to the development of effective training material for airport fixed-base operators in collaboration with peers, including the safety management system and training managers in Canada.
• Supervises instruction, on-the-job training, and practical training; facilitates the coordination of external training as needed.
• Verifies and reviews training to determine effectiveness and relevance; prepares reports on key performance indicators.
• Administers new business terminal employee orientation programs, ensuring these employees have the necessary safety and training resources (Restricted Area Identity Card, Class DA 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, enlisting the Quality Assurance coordinator and other stakeholders as needed. Presents the final investigation report, ensuring the implementation of follow-up measures and disciplinary recommendations.
• Tracks disciplinary outcomes of safety incidents and works with business terminal leadership to ensure a fair and equitable approach to discipline.
• Ensures staff performance management, notably through hiring, succession planning, workforce management, and other initiatives.
• Manages payroll, scheduling and calendars, time tracking, vacation requests, and employee overtime to meet operational requirements within budgeted amounts; and
• Participates in the preparation of budgets and operational forecasts for the service terminal, including capital expenditures, through a thorough understanding of the financial drivers of operations.
• Manages customer relationships; resolves issues with staff, crews, or clients within delegated authority limits.
• Supports the Facilities team in monitoring or developing preventive maintenance programs for facilities 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 security requirements, including access systems and issuance of access keys, automatic doors, and main security control doors.
• Works with the ground support equipment and vehicles (GSE) team and ensures equipment maintenance meets standards, as well as brand image requirements (logos/decals, etc.).

TRAINING AND SKILLS

• 10 years of supervisory experience in an aviation fixed-base operator (Line Maintenance, team lead, training, fuel farm management, service management, etc.), including thorough knowledge of the aviation sector, airport aviation services, or ground services for a commercial carrier.
• 5 to 8 years of experience leading personnel and teams; experience in employee performance management and designing performance improvement programs.
• Post-secondary education or equivalent related 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's restricted certificate (ROC-A).
• Constant focus on safety, experience with the Safety Management System (SMS) and safety management procedures, including leading investigations, formulating recommendations, and concluding incident reports.
• Strong computer skills 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 level of 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:

Here are some of the perks and benefits we offer:

• Group health insurance plan for you and your eligible dependents, including health care, vision care, and dental care
• Employee Assistance Program
• Group retirement savings plan with employer matching contributions
• Paid sick leave and personal leave
• Employee referral program
• Service awards program