Specialist, IT Service Transition (Transition to Operations) - 33241

Job Description

Description

• 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) activities while identifying gaps, issues, and constraints pertaining to support teams, operational agreements, components, and new or changed IT services. Also leads the remediation process autonomously or in close conjunction with the IT Service Continuity & TTO Manager, depending on the scope.
• Liaise between business partners, 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, Service Continuity 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.
• Maintain and monitor progress for service transition changes, issues, risks, and deviations, including tracking on actions and mitigation of risks.
• 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)
• Ensure that appropriate resourcing, training, tooling, support, and documentation is delivered with a formal project sign-off from all key stakeholders.
• Support the IT Service Continuity & TTO manager and represent the team when required at project meetings to define and implement service acceptance criteria. 
• 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 communications skills are required, with the ability to interface both internally within the company, with Third Party Vendors, and Customers
• 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.
• Ability to establish and maintain effective business relationships.
• Flexibility and willingness to work extended hours, when required.
• Must be fluent in English (Oral and written), French an asset.

• Experience in Airline industry
• Knowledge of Service Now, Atlassian JIRA & Confluence
• Project Management Experience

• 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.