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Director, IT Service Management and Operations - Montreal - 20506

Location: DORVAL, QC, Canada
Posting Start Date: Jun 1, 2018
Posting End Date: Jun 15, 2018


Job Description


Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.


These are exciting times for IT at Air Canada, with many major projects underway that will transform the IT landscape in the company, such as the replacement of the company’s core Passenger Service System, a new Loyalty Program and a new Operations Platform. Air Canada is also investing in new technologies that will facilitate its digital transformation. This is a unique opportunity to work with state of the art technologies, to build and lead a strong technical team of staff and supporting partners, and to contribute to the creation of the Air Canada of tomorrow.

Air Canada is seeking an experienced and dynamic executive leader to run and evolve two areas in IT: IT Operations and IT Service Management. The mandate is to maintain safe, reliable and secure operations while evolving to address the needs of the future. This position requires strong team and technology leadership.

Air Canada has made steady improvement to IT operations over several years, driving down service outage times. This role will take operations to a new level of performance, introducing further automation where possible, stronger monitoring, better tools and documentation that ultimately drive greater incident avoidance and faster resolution.

Air Canada emphasis on employee engagement, customer satisfaction and effective IT services for safe, reliable and secure operations are driving the need for improvements to how IT manages operations and services.

This position reports to the Managing Director, Enterprise Services and Head of Technology. The individual will interact with other leaders within IT, with executives and staff of other departments, with IT business partners, with external service partners, with airport technical staff, and with the members of the operations and service management team.  

The Dir, IT Service Management and Operations will:

  • Based largely on ITIL, establish a robust service management capability with special attention to service transition (change management, asset configuration management, and release management). 
  • Adopt continuous improvement with a view to minimizing the impacts and preventing events and incidents as much as possible through process improvement, active monitoring and self-healing technologies.
  • Stand up and manage an IT Operations Center, handling all IT events, incidents and problems and investigating root causes as suitable. 
  • Establish roadmaps, target architecture and annual plans to guide investments in service management and operations over a three-year planning cycle. Evolve the relevant supporting systems (e.g. Service Now) and drive adoption.
  • Stand up and manage a mixed team of staff and vendor partners with a view to AC retaining strong control over direction and execution of work, while getting great efficiency and value. 
  • Interact with Air Canada businesses along with IT business partners to coordinate work and ensure their needs are met. 
  • Establish strong relationship with vendor partners to ensure strong delivery, innovation and ongoing improvement in receiving high value services.
  • Manage an annual budget of operating and capital funds of approximately $32 million. 
  • Oversee the execution of 10-20 projects annually covering all aspects of the role’s scope.




  • A relevant University degree/technical certifications, and/or relevant experience
  • 15-20 years experience in IT in a large company, in positions of operations, technology and people leadership
  • A self starter with critical thinking, analytical approach, business acumen and decision making
  • Bring a sense of urgency, customer advocacy and drive for results
  • Strong communication skills both written and verbal
  • A team player and proven leader with excellent interpersonal skills and collaborative attitude
  • Relevant technical knowledge and experience with ITIL processes and IT operations
  • Leadership of a large team of technology experts and vendor partners. Having worked with out-sourcing partners is critical
  • Familiarity with the airline industry is an asset, and transportation/logistics background is also an asset.



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

At Air Canada, we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability.

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


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