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Specialist, IT Service Transition

4 months ago

Dorval, Canada Air Canada Full time

Description
Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
The position requires a dynamic professional who likes to support transformation and change while being motivated by collaborating in teams to drive successful Transition to Operations. In addition, the role will ensure all deliverables are designed and completed to allow for an easy transition into production with seamless impact to operations and ongoing support.
This role will report to the Manager, IT Service Management.
Responsibilities: Responsible for the quality of delivery and successful transfer to operations for new and changed services, in line with IT PMO governance and while applying ITIL best practices.
Lead TTO (Transition to operations) activities for IT projects and initiatives with a strong focus on identifying gaps, issues, and constraints pertaining to support teams, operational agreements, and components for new or changed IT services.
Liaise between project managers, architecture team, operations teams, service/product owners, and IT partners/suppliers to ensure successful implementation and transition of services as well as operational readiness of steady state teams.
Ensure Service Management procedures are established and documented that align with ITIL best practices.
Ensure new services have a fully developed end-to-end support structure by taking an integrated approach for the design and alignment of required processes, SLAs, KPIs, Service Continuity Plans, and monitoring in accordance with business requirements and priorities.
Ensure IT services and support processes are fully documented and aligned to ITIL best practices, which are updated and maintained by the Product/Service Owners throughout the life of the service.
Maintain and monitor progress for service transition changes, issues, risks, and deviations, including tracking on actions and mitigation of risks.
Where applicable facilitate the on-boarding of new vendors/partners on to the Air Canada ITSM processes such as Change management, Incident Management, Problem management etc. (the joint ways of working).
Ensure that appropriate resourcing, training, tooling, support, and documentation is delivered with a formal project sign-off from all key stakeholders.
Support the TTO manager and represent the team when required at project meetings to define and implement service acceptance criteria.
Provide advice and guidance to Service Managers, Service Desk, Operations Teams and Project Teams on best practices, applications of the Air Canada TTO Framework.
Identify areas for process and Air Canada TTO Framework improvements that encourage continual service improvement.
Qualifications A relevant University degree/technical certification, and/or relevant experience commensurate to the role.
9-12 years of IT technology, operations and people leadership experience in a large company.
7-10 years of applied experience in ITIL and IT Service Management (Incident, Change, Request, Problem, Knowledge, and Configuration Management).
ITIL Practitioner or Intermediate Level certification.
Experience in Waterfall, Agile and Scrum project methodologies.
Exceptional analytical, organizational and communication skills.
Excellent attention to detail and highly organized work style.
Ability to effectively prioritize and meet multiple tight deadlines while working under minimum supervision.
Ability to apply methodical and logical approach to transition to operations, leading to decisions that drive the TTO processes.
Good communications skills are required, with the ability to interface both internally within the company, with Third Party Vendors, and Customers.
Good understanding of IT Operations and Support Models.
Result oriented with proactive and methodical approach to problem solving.
Proven ability to work cross functional, inspire cooperation and coordinate activities across multiple projects.
Familiarity with current technologies, hosting and delivery models.
Ability to establish and maintain effective business relationships.
Flexibility and willingness to work extended hours, when required.
Must be fluent in English (oral and written) with French being an asset.
Desirable Qualifications Experience in Airline and/or Loyalty industry.
Knowledge of IT Service Management and Project Management Tools such as ServiceNow, Atlassian Jira & Atlassian Confluence.
Project Management Experience.
Conditions of Employment: Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
Linguistic Requirements
Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.