General Manager, IT Services

4 weeks ago

Calgary, Canada The Calgary Airport Authority Full time

**Number of positions available: 1**

**Status: Full-Time, Permanent**

**Closing Date: June 11, 2024**

**OUR TEAM**

If you are passionate about technology and understand the importance of customer service and running a high-performance operation, this is the role for you. Our IT team works hard to maintain the technology infrastructure and operations that ensure our airport operates efficiently and effectively. This team of high performers connects our people and technology to deliver seamless IT operations every day.

We are more than just planes and tarmacs. Our purpose travels beyond our runway into the communities we serve. We are about connections, stories, and life-defining adventures. We are committed to fostering an environment where our people are rewarded through meaningful work experiences.

The Calgary Airport Authority manages and operates YYC Calgary International Airport and YBW Springbank Airport and collaborates with the many partners who make up YYC - from airlines to government agencies and retail outlets. This is an exciting time to join our #YYCCrew and drive YYC forward as one of Canada"s best airports

**WHAT YOU WILL DO**

**RESPONSIBILITIES INCLUDE**:

- Ability to be a leader in this high availability environment.
- Managing incidents, problems management and resolving IT issues swiftly to minimize impacts to the business.
- Provide leadership, direction, and support to the IT Services team. This team includes employees, contractors, and a multi-vendor environment.
- Implementing ITSM best practices, including frameworks like ITIL to optimize service delivery and improve IT service provisioning.
- Oversee the operations of a Configuration Management Database (CMDB) to track user IT assets, including computers, tablets, mobile devices, and IT infrastructure.
- Responsible for creating the requirements and lifecycle for packaging and maintaining desktop software (OS and desktop software).
- Oversee aspects of M365 support, including Office Products, Microsoft Teams, SharePoint, and Power tools. Assuming ownership and stewardship of the ServiceNow Platform, overseeing its strategic direction, maintenance, and optimization to ensure seamless operations and alignment with organizational objectives.
- Continual service improvement and always looking for ways to improve the quality and efficiency of IT services.
- Perform day-to-day operations for the Business Unit, including budgeting, resource management, reporting, planning, and road mapping.
- The ability to negotiate effective and prudent vendor contracts

**WHAT YOU BRING**
- Bachelor of Computer Science (or combination of relevant experience and education), along with 10-15 years of IT technology, IT operations, leadership, and strategy experience.
- Leadership of a Service Desk, in a complex 24x7 operation.
- Experience leading within a unionized environment is an asset.
- Building and maintaining of positive relationships with multiple stakeholders.
- Deploying, managing, and working within an IT Service Management (ITSM) model such as ITIL.
- Leading efforts to define preventive maintenance, corrective maintenance, and troubleshooting procedures.
- The ability to successfully balance multiple priorities or shift between them as required based on priorities.
- Experience leading, managing, and coordinating day-to-day operations across a wide variety of systems, vendors, and technologies.
- Excellent communication and interpersonal skills.
- Problem solving and analytical skills.
- Experience with the ServiceNow Platform including the CMDB.
- Experience with Microsoft M365 tools and adoption.
- Desktop management which includes patching, lifecycle management and road mapping.

**WHAT ELSE**
- Self-motivated; ability to work independently as well as part of a team.
- Proven ability to build relationships with business and vendors.
- Strong team player with the ability to conduct work with confidentiality and professionalism.
- Experience working in incident response and with the incident management lifecycle.
- This role is eligible to participate in our hybrid schedule.
- Working with a managed services including offshore.
- Must be able to obtain and maintain a Restricted Area Identification Card (RAIC)

**Our Values**:
We are **ACCOUNTABLE. **We take ownership and step up to get the job done.

We are **CUSTOMER-FOCUSED. **We consider the customer in all that we do.

We are **COLLABORATIVE. **We are stronger when we reach out and work as a team.

We are **RESILIENT.** We are able to withstand or recover quickly from difficult conditions.

We are **CREATIVE.** We strive to find new and better ways of doing things.

Are you looking for the journey of a lifetime? One that’s focused on creating effortless and memorable experiences for millions of guests and travelers each year.

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