Manager, Application Support

De Havilland Aircraft of Canada Limited (DHC) is a storied name in the aerospace industry, recognized worldwide for its pioneering contributions to aviation and its unwavering commitment to quality, innovation, and reliability. Headquartered in Calgary, AB, DHC currently has approximately 1,400 employees across British Columbia, Alberta and Ontario, as well as in markets and distribution hubs world-wide.

Established in 1928, De Havilland Canada has a rich history marked by the development of some of the most iconic and versatile aircraft ever built. These aircraft have served a variety of roles—from bush flying to commercial aviation—and are celebrated for their rugged durability, operational versatility, and excellence in performance.

Over the decades, De Havilland Canada has evolved to meet the changing needs of the aviation industry. Today, we are more than just an aircraft manufacturer; we are a comprehensive aerospace company with capabilities that span design, production, maintenance, repair, and overhaul (MRO) services. Our operations are supported by a team of skilled engineers, technicians, and industry professionals who are dedicated to upholding the highest standards of craftsmanship and innovation.

Overview

Position Summary

De Havilland is seeking a results-driven, collaborative, and forward-thinking Manager of Application Support to join our Information Technology team. Reporting to the Director, Enterprise Application Services and Modernization, this role provides leadership and oversight for the support, governance, and optimization of enterprise applications.

You will lead a team of System Analysts, ensuring the delivery of reliable, secure, and efficient application support services across the organization. This position requires strong leadership, excellent communication skills, and a proven track record in application management, stakeholder engagement, and continuous improvement.

Responsibilities

- Lead and oversee the daily operations of the Application Support team (System Analysts), ensuring high-quality service delivery and adherence to SLAs.
- Provide governance, strategic direction, and oversight for projects and initiatives to ensure delivery within agreed scope, budget, and timelines.
- Establish and enforce best practices for application support, incident, and problem management aligned with ITIL and industry standards.
- Monitor performance metrics and KPIs for application support, identifying trends, root causes, and opportunities for improvement.
- Conduct periodic reviews of support processes, implementing automation and efficiency improvements where possible.
- Own and maintain the application portfolio, including roadmaps for upgrades, rationalization, and lifecycle management.
- Ensure compliance with regulatory requirements, corporate policies, and enterprise security standards.
- Collaborate with IT leadership, business stakeholders, and external vendors to define enterprise application strategies and ensure alignment with organizational goals.
- Manage vendor relationships, contracts, and performance for third-party applications and services.
- Provide coaching, mentoring, and career development support to team members, fostering a culture of accountability, innovation, and continuous learning.
- Support IT financial management activities, including budgeting, forecasting, and monitoring of license and maintenance expenses.
- Champion change management practices to ensure smooth adoption of new tools and processes across the business.
- Build strong internal and external networks, serving as a trusted advisor and subject matter expert on application support best practices.
- Perform other related duties as required.

Qualifications

Qualifications & Education

- Bachelor’s degree or technical diploma in Computer Science, Information Technology, or related field (or equivalent combination of education and experience).
- ITIL Foundation certification; advanced ITIL certifications (e.g., Service Operations, Continual Service Improvement) are highly desirable.
- DevOps, Agile, or related certifications are considered strong assets.

Skills & Experience

- 12+ years of progressive IT experience, including 10+ years in software/application support.
- 3+ years of proven leadership experience managing technical support or application support teams.
- Strong technical background with hands-on experience supporting both COTS (Commercial Off-the-Shelf) and SaaS solutions.
- Expertise in ITIL processes (incident, problem, change, and service request management) and root cause analysis.
- Demonstrated success in vendor management, contract negotiation, and service-level accountability.
- Experience supporting enterprise-class business applications in a complex, multi-system environment.
- Strong problem-solving, analytical, and critical-thinking skills with a strategic mindset.
- Excellent communication (written and verbal), presentation, and interpersonal skills; proven ability to engage with senior business stakeholders.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Proven ability to drive process improvements, implement automation, and increase service efficiency.
- Passionate about customer service and committed to delivering a positive end-user experience.
- Flexible, adaptable, and resilient, with the ability to thrive through organizational and technological change.
- Occasional travel within Canada (

Why work at De Havilland?

De Havilland Canada is a Canadian-owned and operated aircraft manufacturer dedicated to providing rewarding opportunities in a diverse and welcoming workplace.

- Work with a team that makes a true difference in the world- making it possible for people to travel around the globe efficiently, comfortably and safely.
- We’ve manufactured over 5,600 aircraft including the most advanced turboprop in the air today. Our experience and expertise in constructing the highest performing aircraft in the industry is second to none.
- Our state-of-the-art manufacturing facilities are dynamic workplaces led by teams that support and encourage all employees.
- With a passionate team of innovators and a global network of support, De Havilland Canada proudly carries on it’s tradition as a leader in aerospace.

In addition to plenty of opportunities for career growth in a stimulating work environment, De Havilland Canada offers:

- Competitive wages
- Paid vacation
- Extended health benefits (medical, dental, vision, paramedical)
- Life insurance
- RRSP/DPSP Plan
- Employee and family assistance program

At De Havilland Aircraft of Canada (DHC), we are committed to protecting our people, customers, shareholders and the public through Health & Safety Excellence. As such, it is expected that all employees maintain strict adherence to Health & Safety Policies and to perform key physical tasks of the position described in the job description and interview process. This may include but is not limited to the ability to work in a variety of environmental conditions including temperature extremes, confined spaces, working at heights and with or around chemicals. Employees are expected to adhere to the use of personal protective equipment (PPE) when at work which must include but is not limited to the ability to maintain a positive fit test when mask use is required.

At De Havilland Canada, we aim to be inclusive and diverse and provide equal opportunity for employment. All qualified applicants, regardless of gender, age, race, religion, sexual orientation, and disability, are encouraged to apply. De Havilland will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise your Talent Acquisition representative. Information relating to the need for accommodation and accommodation measures will be addressed confidentially.

Any offer of employment is conditional on the completion of positive and satisfactory background checks, which may include, proof that you are legally entitled to work in Canada, professional references, verification of employment history, verification of educational background and criminal background checks.

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