manager, it service management (transition to operations).

Location

Dorval, QC | Canada

Job description

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.
• Ensure services are fully documented, which are updated and maintained by the application/service owners throughout the life of the service and are aligned to ITIL best practices.
• 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)
• Provide advice and guidance to Service Managers, Service Desk, Operations Teams and Project Teams on best practices, applications of the Air Canada TTO Framework.
• 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. 
• Ability to apply methodical and logical approach to transition to operations, leading to decisions that drive the TTO processes.
• 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:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

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.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.

Job tags

Salary