Enterprise Service Delivery Specialist

Job Title: Enterprise Service Delivery Specialist

Position Reports To: Manager Enterprise IM&T Service Delivery

Job Location: Ottawa - Hybrid

Salary: $80,000 - $95,000 CAD

About SkyAlyne

SkyAlyne is a team of defence, training, simulation, and aviation industry experts assembled from across Canada, working to prepare the next generation of RCAF Pilots and Aircrew as the Future Aircrew Training (FAcT) program provider for the Royal Canadian Air Force (RCAF). SkyAlyne was formed in 2018 as a partnership between CAE and KF Aerospace, two Canadian aviation, training, and defence leaders. The partnership was built to jointly answer the call for the Government of Canada's FAcT program. In 2023 SkyAlyne was named the preferred bidder, and in 2024, was officially contracted to partner with the RCAF and deliver the FAcT program. We are now building a new team to deliver the FAcT program.

The scope of the FAcT program includes all training and in-service support requirements needed to prepare Pilots, Air Combat Systems Officers, and Airborne Electronic Sensor Operators to meet the future aerospace requirements of the RCAF. The FAcT program is overseen from a Joint Management Office at SkyAlyne's Ottawa headquarters in Kanata, with three operational bases: Moose Jaw, SK, Southport, MB, and Winnipeg, MB.

In collaboration with the Government of Canada and several major Canadian subcontractors, Team SkyAlyne will provide live-flying, simulator and classroom-based training, facilities construction and management, information management and information technology support, site support services, aircraft maintenance and much more.

SkyAlyne offers competitive compensation and benefits and believes strongly in a safe, diverse, equitable, inclusive, and environmentally friendly workplace.

Job Overview

The Enterprise Service Delivery Specialist will provide customer service and support in the delivery and maintenance of key IM&T services and projects. This role involves business analysis, project management, and upholding IT Service Management (ITSM) best practices. The specialist will collaborate with internal and external stakeholders, oversee digital transformation initiatives, and manage enterprise service requests. Additionally, this role will collaborate between vendors and stakeholders to ensure successful system implementation and ongoing service maintenance.

Duties and Responsibilities

• Support the intake, prioritization, and execution of IM&T projects within the Enterprise Service Delivery (ESD) Project Management Office (PMO), ensuring alignment with ESD Objectives Roadmap and Demand Breakdown Request, governance, security and risk frameworks.
• Provide weekly executive reporting on project progress, risks, and outcomes.
• Gather and analyze business requirements to support enterprise IT projects, defining functional and non-functional system and business requirements and developing User Acceptance criteria.
• Support enterprise-wide IT Service Management (ITSM) and IT governance efforts, overseeing change management, user training, and system adoption strategies.
• Facilitate project delivery using tools such as MS Planner, MS Project, Azure DevOps, and Jira.
• Liaison between IT, internal business units, and external vendors to champion continuous improvement frameworks and monitoring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for IT service delivery.
• Conduct data analysis to generate insightful ad hoc reports and strategic recommendations.
• Ensure processes are thoroughly documented and utilized to maintain clarity and consistency across projects and initiatives.
• Support the development of project roadmaps, forecasting and workload planning, monitoring progress, and ensure alignment with governance, security, and risk frameworks.
• Configure, deploy, and administer Oracle Primavera Unifier for project portfolios
• Translate business requirements into workflows, forms, and custom reports
• Collaborate with PMO and Finance to align Unifier with governance and reporting requirements.
• Provide data analysis and dashboards to support executive decision-making.
• Act as a liaison with vendors and Oracle support to ensure timely implementations.
• Support change management and user training to drive adoption.
• Other duties as assigned

Qualifications and Experience

• Post-secondary education in Information Technology, Computer Science, or a related field.
• Minimum of five (5) years of relevant experience in enterprise IT environments, with a focus on service delivery, project coordination, or business analysis.
• Demonstrated experience with enterprise IT Service Management tools such as ServiceNow.
• Proficiency in tools such as Azure DevOps, Kanban, MS Planner, MS Project, and Microsoft Office.
• Proficiency in Oracle Primavera Unifier would be a strong asset.
• Familiarity with SQL+ or data querying tools would be an asset.
• Knowledge of project cost control, scheduling, and document management processes.
• Strong technical writing, documentation, and presentation skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational and analytical skills with high attention to detail and the ability to manage multiple priorities.
• Experience in the Defence and Aerospace industries would be an asset.
• Be able to hold a Government of Canada Security Clearance (Secret level) and Controlled Goods Clearance.
• Eligible to work in Canada.
• Strong oral and written English language capabilities.
• Fluency in French would be an asset.

What We Offer

• A competitive compensation mode.
• Extended health and dental benefits.
• Short and long-term disability coverage.
• Paid vacation.
• Pension matching plan.
• Employee and family assistance program.

At SkyAlyne, we are dedicated to building a team that reflects the rich tapestry of our society. Diversity is not just a goal; it's our strength. We welcome candidates of all genders, races, ethnicities, sexual orientations, religions, abilities, and backgrounds to join us in creating a workplace where everyone feels valued, respected, and empowered to thrive.

We especially recognize the unique perspectives and contributions that women and Indigenous persons bring to the table, and we actively encourage individuals from these communities to apply for this position. Indigenous candidates are especially encouraged to send a copy of their application to .

Come be a part of our inclusive community and help us shape a brighter future for all.

If you are contacted as part of our selection process, we encourage you to notify us of any adaptive measures or accessibility needs and we will make every effort to accommodate these.