IT Service Delivery Manager

**Title**: IT Service Delivery Manager

**Location**: Vancouver International Airport (Richmond, BC)

Ever wanted to know more about working at an airport where no two days are the same? Then read on Due to business growth, we have an exciting opportunity for an IT Service Delivery Manager to join our team at Vancouver International Airport. If you are looking for an exciting challenge, then this position may be for you. We are looking for energetic, and experienced staff leader with excellent communication skills and the ability to build excellent relationships. Further information on this role is detailed below.

**Position Overview**:You will manage a team of IT Support Technicians (approx. 12x) responsible for the 24x7x365 IT support activities at Vancouver International Airport; meeting ServiceTec’s contractual commitments as defined in the Statement of Work, in delivering a contract complaint and customer satisfying solution to onsite technology support systems. You will participate in IT Support and Maintenance activities including but not limited to incident resolution, root cause analysis, hardware/system upgrades, software troubleshooting, software updates, core room system support, firmware updates, and preventative maintenance on all airport owned technology equipment in scope.

**Preferred Experience**:
10+ years IT Service Delivery experience with the following items:

- Superior customer service delivery.
- Experience in leading and coaching staff for success.
- Experience in leading staff, performance management, and maintenance of staff records (resource scheduling, vacation time, sickness absence, etc.).
- Successful customer contract compliance with attention to detail.
- Windows, Resource mgmt., Patch Mgmt., Back-up, and Recovery Technology support experience - industry certification advantageous.
- Proven experience supporting medium to large size networks and LAN/WAN equipment.
- Enterprise Antivirus mgmt., infection mgmt., Cyber security intrusion detection.
- Experience of all above within a site-based customer service environment.
- Experience supporting VOIP Systems, meeting room technology is an advantage.
- Strong problem resolution skill-set.
- Understanding of Canadian Labour Code regulations

**Personal Attributes**:

- Friendly and personable with good interpersonal and communication skills.
- Ability to prioritize and execute tasks on time.
- Self-motivated and self-directed.
- Able to lift up to 50 lbs. if required.
- Keen attention to details.
- Strong customer service orientation.
- Valid driver’s license.

**Education and Certification**:

- Post secondary Diploma or Degree and/or ten (10) years of relevant experience.
- Staff Management training or relevant experience.
- ITIL V3/V4 Certification preferred or a knowledge of ITIL V3/V4 framework
- Windows Servers, Network, and Firewall certifications advantageous.
- Competent in hands on computer hardware repair and maintenance.

**About Us**:
**SASI Airport Services Ltd.** is the wholly-owned Canadian part of the ServiceTec Group, which is the world’s leading independent provider of managed IT services for airports and airlines. We offer world-class support for IT systems at airports since 1989. With multiple bases in North America and Europe, we have an unsurpassed reputation for the maintenance and support of business-critical systems across the entire airport infrastructure.

Our genuinely outstanding level of service has been demonstrated by the systematic extension, re-award and expansion of multiple existing contracts with clients across North America and Europe. This unrivalled approach has enabled ServiceTec to achieve and maintain its objective of developing strong, sustained, and beneficial partnerships with airports and airlines throughout the world.

**ServiceTec Culture**:
**ServiceTec**is a people-oriented company. We value our employees, believing they should be treated fairly, with courtesy and respect.

We believe people work better when they feel supported and know that there is a team behind them. We nurture talent and our philosophy is to promote from within. We consistently recognize those employees who go “above and beyond.”

ServiceTec International, Inc. is an Equal Opportunity Employer and will comply with all applicable local, state and federal statutes concerning equal employment opportunity with regard to all employees whether full time, part time, casual, temporary and seasonal or contract.

ServiceTec will not discriminate on grounds of sex, trans-gender status, sexual orientation, religion or belief, marital status, civil partnership status, age, race, ethnic origin, color, nationality, national origin, disability or on other grounds.