Manager, IT Service Management

5 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 managing and 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 Director, IT Service Management.

**Responsibilities**:

- Responsible for maintaining a healthy work environment including development of personal growth opportunities for reporting employees.
- Responsible for recruitment, selection, and onboarding of employees
- Communicate job expectations, monitoring, and appraising employee performance.
- Provides coaching, counseling, and mentoring to employees.
- Develops and enforces adherence to systems, policies, and procedures for employees.
- Responsible for the quality of delivery and successful transfer to operations for new and changed services, in line with ITIL best practices.
- Lead TTO (Transition to Operations) team activities while identifying gaps, issues, and constraints pertaining to support teams, operational agreements, components, and new or changed IT services.
- Liaise between service/product owners, project managers, architecture team, operations teams, 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, including Processes, SLAs, KPIs, resiliency plans, and monitoring are aligned with business requirements and priorities.
- 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)
- Identify areas for process and Air Canada TTO Framework improvements that encourage continual service improvement

**Qualifications**
- 9-12 years of IT technology, operations and people leadership experience in a large company
- 7-10 years of previous experience in ITIL and IT Service Management (Incident, Change, Request, Problem, Knowledge and Configuration Management)
- ITIL Practitioner or Intermediate Level certification
- A relevant University degree/technical certification, and/or relevant experience commensurate to the role
- Experience in Waterfall, Agile and Scrum project methodologies
- Exceptional analytical, organizational and communication skills
- Excellent attention to detail
- Ability to effectively prioritize and meet multiple tight deadlines while working under minimum supervision.
- 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.
- 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 industry
- Knowledge of Service Now, Atlassian JIRA & Confluence
- Project Management Experience

**Conditions of Employment**:
**Linguistic Requirements**

**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.

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