Manager, ServiceNow

Why WestJet:

Every WestJet journey has the potential to enrich lives; a career with us is no exception.

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now we're going global.

Join us, this is where your career story takes off.

Overview:

The Manager, ServiceNow is accountable for the overall ownership and strategic direction of the ServiceNow platform, including HR Service Delivery (HRSD), Strategic Portfolio Management (SPM), IT Service Management (ITSM), and IT Operations Management (ITOM) modules. This role ensures the platform delivers measurable business value, aligns with enterprise IT strategy, and supports process maturity across the organization.

The position leads a blended team of approximately 10 full-time employees (FTEs) and managed service resources to provide scalable delivery and operational excellence.

Key Responsibilities:

Leadership & Strategy

• Develop and execute a strategic roadmap for the ServiceNow platform aligned with business objectives and IT strategy.
• Lead and mentor a high-performing team of ServiceNow professionals, including developers, analysts, and product owners.
• Foster a culture of collaboration, innovation, and accountability across internal and external teams.

Platform Ownership

• Own the end-to-end lifecycle of the ServiceNow platform, ensuring stability, scalability, and continuous improvement.
• Manage relationships with managed service providers, ensuring SLAs and KPIs are met.
• Oversee platform health, usage, and value realization through regular reporting and analytics.

Module Expertise

• HRSD: Drive employee lifecycle automation and case management workflows.
• SPM: Optimize portfolio planning and resource allocation using ServiceNow SPM tools.
• ITSM: Ensure robust incident, problem, and change management processes.
• ITOM: Implement proactive monitoring and event management for IT services.

Governance & Compliance

• Establish and enforce platform governance, development standards, and best practices.
• Ensure compliance with data privacy, security, and regulatory requirements.
• Partner with cybersecurity and identity teams to maintain secure access controls.

Stakeholder Engagement & Prioritization

• Collaborate closely with process owners across HR, IT, and business units to ensure alignment of platform capabilities with organizational needs.
• Facilitate effective prioritization of user stories and enhancements among competing business demands, balancing strategic objectives with operational requirements.
• Act as a trusted advisor for ServiceNow capabilities and roadmap alignment.

Qualifications:

• Bachelor's degree in Information Technology or related field (Master's preferred).
• Minimum 7+ years of experience in IT service management and enterprise platforms, with at least 3 years in a leadership role.
• Proven experience managing ServiceNow modules (HRSD, SPM, ITSM, ITOM).
• Strong vendor management and governance expertise.
• Excellent stakeholder management and prioritization skills.

This position can be performed from either our Calgary or Toronto offices.

The benefits of being a WestJetter:

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

• A fun and friendly culture with colleagues who work together to win
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs

Think we are a fit? Apply now

About WestJet Group of Companies

WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Following integration with Sunwing in 2025, more than 14,000 WestJetters support nearly 200 aircraft and connect guests to more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia.

As a major Canadian employer that includes WestJet Airlines, Sunwing Vacations Group and WestJet Cargo, the WestJet Group is Canada's leading low-cost airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.

Our Safety Promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.

Our Commitment to Diversity and Inclusion

We embrace what makes us each unique, and what makes us uniquely WestJet. WestJet is committed to inclusiveness, equity, and accessibility and if you require accommodation during the selection process, please let our Talent Acquisition team know at We encourage all qualified candidates to apply.

At WestJet, we welcome unique skills, experiences, and backgrounds - if you're passionate and excited about this role, we encourage you to apply even if you do not meet every single qualification in the posting. We are committed to inclusivity, equity, and accessibility in the selection process. If you require an accommodation during the recruiting process, please let our Talent Acquisition team know.

We thank all applicants for their interest in WestJet; however, only those candidates who are selected will be contacted.

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