Job Information
Serco Sr. Manager Air Operations in Goose Bay, Canada
Position Description & Qualifications
Are you a self-starter always thinking of better ways to do things? Are you looking to be part of a dynamic team focused on providing top-quality services to customers? If yes, please keep reading! As a member of Serco’s dynamic team, your expertise and collaborative skills will make a positive impact towards our military defense and safety of our soldiers. As the Royal Canadian Air Forces’ prime service provider at 5 Wing Goose Bay, Labrador, our team delivers comprehensive air operations, emergency services, logistics and engineering expertise to the Department of National Defence. We work on behalf of DND’s “no fail” mission at Goose Bay: supporting NORAD operations for the projection of air power on the north and northeast coasts of Canada, while supporting military training for the Canadian Armed Forces, Allies and NORAD. 5 Wing Goose Bay provides effective training facilities, adaptable infrastructures, and a unique, austere, and challenging training location. Currently, Serco Canada has over 1,200 employees across four provinces, including a strong and growing Indigenous workforce. You will be part of a team that works closely with the military customer and other Serco teams to deliver quality and efficient services to DND. The Serco team has been recognized as one of Atlantic Canada’s Top Employers for 4 years in a row and received the prestigious Atlantic Canadian Aerospace and Defence Association. Industry Excellence Recognition Award for Gender and Diversity Excellence.
SUMMARY/PURPOSE:
The Air Operations role is responsible for providing integrated leadership, coordination, and performance oversight of assigned operational Sections and related projects in support of Serco Canada’s contract at 5 Wing Goose Bay. The position delivers site‑level operational governance consistent with comparable air and base operations leadership roles across North America within government, defense, aviation, and critical‑infrastructure environments.
Reporting within the site leadership structure, Air Operations works collaboratively with Section Managers—who retain accountability for execution within their respective areas—to ensure contractual requirements are met, including cost control, schedule adherence, technical performance, and service delivery outcomes.
The role exercises cross‑functional authority to align personnel, equipment, and financial resources across Sections to optimize overall program performance. Air Operations is accountable for organizational leadership, including the development and execution of annual business plans, performance objectives, and continuous improvement initiatives that support contract compliance, operational resilience, and customer satisfaction.
Ensure compliance with all Serco Canada Inc. policies and procedures, including but not limited to Code of Conduct and Ethics, Serco Management System, PDR’s, etc.
KEY RESPONSIBILITIES:
Operational Leadership
Provide leadership and operational oversight for civil and military air operations, including safety (flight and ground safety) aviation Weather Services, Transient Services, Air Traffic Control, Emergency Services and Physical Security Services, in support of Serco Canada’s contract at 5 Wing Goose Bay.
Plan, organize, direct, and control the delivery of contracted services and ongoing operations in a safety‑sensitive, mission‑critical environment.
Ensure all operational activities meet contractual Statements of Work (SOW), performance standards, and service‑level expectations.
Financial and Performance Accountability
Exercise financial authority in accordance with Serco’s approval framework, including budget management, KPI reporting, variance analysis, and input into annual operating and capital budgets.
Accountable for overall site performance, including safety, quality, timeliness, productivity, customer satisfaction, and financial results.
Monitor major initiatives and implement corrective actions or mid‑course adjustments as required.
People Leadership and Workforce Management
Build, lead, and sustain a high‑performing, multidisciplinary workforce across Air Operations functions.
Select, develop, coach, and manage managers and employees through effective performance management, workforce planning, corrective action, and overtime assignment where operationally required.
Promote a culture of safety, accountability, professionalism, and respect aligned with Serco Values.
Governance, Compliance, and Risk
Ensure compliance with applicable legislation, regulatory requirements, contractual obligations, and Serco policies.
Identify, assess, and manage operational risks, including safety, security, financial, and reputational risks, and implement appropriate mitigation strategies.
Stakeholder and Client Engagement
Maintain a productive, professional, and respectful working relationship with the customer, 5 Wing Goose Bay, and other key stakeholders.
Act as a senior site liaison, ensuring effective communication, issue resolution, and alignment between Serco, the client, and external partners.
Other related duties relevant to this position may be required.
Comply with all regulations, policies and procedures pertaining to the operations including occupational health and safety, environmental, drug and alcohol, and quality.
JOB REQUIREMENTS:
Education / Certifications
Post‑secondary education in Aviation Management, Airport Management, Business Administration, Operations Management, Emergency Management, Facilities Management, or a related discipline; or an equivalent combination of education and progressive senior‑level operational leadership experience.
A recognized airport management or aviation operations qualification (e.g., Airport Management accreditation, aviation operations diploma/degree, or equivalent) is strongly preferred.
Valid Class 5 Newfoundland and Labrador Driver’s Licence.
Ability to obtain and maintain Secret Level II security clearance.
Incident Command System (ICS), emergency management, or aviation safety certifications are considered assets.
Experience
Minimum 8–10 years of progressively responsible, senior‑level experience in civilian and military air operations, airport operations- especially SNIC experience in a northern climate, military base operations, emergency services, or government‑regulated aviation environments.
Demonstrated experience leading mission‑critical, safety‑sensitive operations, including command‑level decision‑making during emergencies.
Proven experience managing multi‑disciplinary teams, operational budgets, and contract‑driven service delivery in regulated environments.
Previous military aviation experience—either operational, command‑post, or joint civil‑military coordination—is highly desirable.
Experience operating within or alongside an airport or military Command Post, including response to aircraft incidents (civil and military), fires, mass‑casualty events, and other emergency situations, is strongly preferred.
Experience in environments requiring direct coordination with emergency services, air traffic control, firefighting services, and regulatory authorities is an asset.
Knowledge and Experience
Comprehensive understanding of air operations, emergency response coordination, operational risk management, and command‑and‑control principles.
Strong knowledge of aviation safety, emergency preparedness, and incident response protocols, including aircraft crash response and fire emergency management.
Demonstrated ability to act as the Company’s senior operational authority and subject‑matter expert within a military or aviation Command Post during emergency situations.
Strong understanding of operational, financial, and contractual management principles in government and defense‑related environments.
Proven ability to maintain productive, professional, and respectful relationships with military customers, including during both routine operations and emergency events.
Proficiency with Microsoft Office 365; experience with MS Project or similar program management tools is an asset.
Knowledge of labour relations and collective agreements is an asset.
SKILLS/Competencies
Leadership & People Management
Demonstrated ability to provide senior‑level leadership in complex, safety‑sensitive aviation and base‑operations environments.
Proven capability to lead, develop, and hold accountable multidisciplinary teams, including emergency services, technical specialists, and operational supervisors.
Strong coaching and performance‑management skills, including setting clear expectations, providing timely feedback, addressing performance issues, and leading organizational change.
Ability to foster a professional, disciplined, and respectful workplace culture aligned with Serco Values and military operational standards.
Decision‑Making & Judgment
Exercises sound, independent judgment in high‑risk, time‑critical situations, including emergency response and incident command scenarios.
Demonstrated ability to assess incomplete or rapidly evolving information and make defensible operationaldecisions consistent with safety, regulatory, and contractual requirements.
Comfortable serving as the Company’s lead authority and subject‑matter expert within a military Command Post during emergencies, including aircraft incidents, fires, and other critical events.
Communication & Influence
Communicates clearly, confidently, and authoritatively with employees, senior leaders, military customers, emergency responders, and external stakeholders.
Ability to brief and advise senior military leadership during routine operations and emergency situations.
Skilled at influencing outcomes through professional credibility, operational expertise, and calm leadership, particularly under pressure.
Capable of delivering clear direction during incidents while maintaining composure and command presence.
Planning & Execution
Strong ability to plan, coordinate, and execute complex operational activities across air operations, emergency services, and technical systems.
Demonstrated strength in translating strategic objectives into executable plans, allocating resources effectively, and ensuring disciplined follow‑through.
Ability to manage competing priorities, adjust plans dynamically, and maintain operational continuity in fast‑paced, mission‑critical environments.
Risk & Compliance
Advanced ability to identify, assess, and manage operational, safety, security, and reputational risks, particularly in aviation and military settings.
Strong understanding of emergency management, incident command principles, aviation safety, and regulatory compliance.
Proven capability to implement effective mitigation strategies and ensure compliance with legislation, contractual obligations, and Serco policies.
Results Orientation
Consistently drives results in dynamic, high‑accountability environments, balancing safety, service delivery, customer expectations, and financial performance.
Anticipates operational issues and risks, proactively implements solutions, and maintains focus on outcomes.
Comfortable making difficult decisions where required to protect safety, mission integrity, and contractual performance.
MENTAL AND PHYSICAL EFFORT:
Mental: Activities are moderate intensity at more than 4 hrs/day or high intensity at 2-4 hrs/day
Physical: Activities are low intensity, less than 2 hrs/day
Working Conditions:
Little exposure to disagreeable elements
Minor risk of injury, harm or illness
Company Overview
Serco Canada Inc. strives to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves the Canadian Federal and Provincial governments and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.
Pay Transparency
Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.
Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.
To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us .
Serco complies with all applicable federal, provincial, and local leave laws This is a Canada-based role and this position is for an existing vacancy, unless stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com .