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Manager, IT Service Management - Enterprise IT Support Services - 31712

Location: DORVAL, QC, Canada
Posting Start Date: Jan 11, 2023
Posting End Date: Ongoing


Job 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 purpose of Service Management is to unify Air Canada’s IT services delivery for consistency and quality across its internal and sourced environment to ITIL/ITSM best practices. Manage service desk and end user environments to ensure successful availability, continuity and security of the services. 
Functional Accountabilities
  • Accountable and responsible for managing Air Canada’s IT support services, including ServiceDesk and Deskside services, SLAs/XLAs (Service/Experience Level Agreements), preventative maintenance processes, printer technology, conference room support, and mobility/PDA support.
  • Responsible for Air Canada’s Service Catalog (IMAC) hosted on ServiceNow. Ensure the catalog reflects new and changing services in a user-friendly manner.
  • Continuously drive Shift-Left strategies across our support services, ensuring end user self-serve options are regularly introduced, maintained, and promoted. This includes self-service documentation and tools (e.g. password reset tools, chatbots, automation, “vending machines”).
  • Responsible for implementing and evolving preventative maintenance and proactive ticketing solutions. For example, self-heal scripts on end user devices.
  • Responsible for ensuring our vendor(s) meet their required SLAs/XLAs. Develop, manage, measure, and report on key service-level metrics, including average response time, first-contact-resolution rate, mean time to repair, call avoidance, demand mix, and end-user productivity.
  • Responsible for White-Glove and Event support – ensuring our executive (and other VIPs) downtime is minimized and corporate events run smoothly.
  • Responsible for monitoring of critical systems, and support resolution of critical/non-critical incidents. Point of contact for level 3 support and escalation for enterprise-level issues with our DWS offerings. 
  • Manage and negotiate with vendors that provide Digital Workspace and ServiceDesk support
  • Collaborate with peers and team to achieve the overall IT strategic plan.
  • Responsible for recruitment, selection, and onboarding of employees.
  • Responsible for maintaining a healthy work environment including development of personal growth opportunities for reporting employees.
  • Responsible for handling high amount of technology complexity and drive autonomous decision making, as it relates to adoption of technology best practices.
  • Communicate job expectations, monitoring, and appraising employee performance.
  • Provide coaching, counseling, and mentoring to employees.
  • Develop and enforce systems, policies, and procedures for employees.
  • Manage delivery quality by enforcing customer service standards.
  • Ensure adherence to professional and technical standards by reviewing and benchmarking to latest and state-of-the-art practices.
  • Provide delivery specific financial inputs (operating and capital) to the budgetary process.


  • 9-12 years of IT technology, operations, and people leadership experience in a large company.
  • A relevant University degree/technical certification, and/or relevant experience commensurate to the role.
  • Adaptability and Flexibility - The ability to keep functioning effectively when under pressure and/or experiencing rapidly changing or uncertain conditions, and to maintain self-control in the face of hostility or provocation. Openness to different and new ways of doing things; willingness to modify one’s preferred way of doing things.
  • Accountability and Credibility - Takes responsibility for the results and future direction of the organization. Demonstrated concern that one be perceived as responsible, reliable, and trustworthy.
  • Customer Orientation - Demonstrated concern for satisfying one’s external and/or internal customers.
  • Results Orientation - Focusing on the desired end result of one’s own or one’s unit's work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
  • Forward Thinking - Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies.
  • Fostering Motivation - The ability to generate positive work-related behavior through inspiration, creation of reasonable autonomy, providing feedback and explaining the significance of the role in the larger scheme of things.
  • Developing Others - Willingness to delegate responsibility and to work with others and coach them to develop their capabilities.
  • Managerial Courage - Willingness to make difficult decisions in a timely manner.
  • Forward Thinking - Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies.
  • Fostering Teamwork - As a team member, the ability and desire to work cooperatively with others on a team. As a team leader, interest, skill, and success in getting groups to learn to work together cooperatively.
  • Analytical Thinking - Approaching a problem by using a logical, systematic, sequential approach
  • Interpersonal Effectiveness - The ability to notice, interpret, and anticipate others’ concerns and feelings, and to communicate this awareness empathetically to others.
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.

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