Manager, IT Service Management

Summary of responsibilities:

The Manager, IT Service Management, reporting to the General Manager, IT Business Services, is accountable for accountable for executing approved change across CATSA’s IT systems and services. The role leads delivery teams responsible for designing, building, configuring, integrating, testing and deploying solutions aligned with IT priorities and plans. The Manager, IT Service Management performs all other duties and responsibilities related to the position as required.

Key Tasks and Responsibilities:

• Leads IT service delivery and operations teams to provide reliable, secure, and effective corporate IT services, including, unified communications, network and server administration, internet, firewall, system backups, disaster recovery, and Microsoft.

• Oversee service restoration, problem resolution, system troubleshooting, infrastructure support, and network performance to minimise business disruption and improve user experience.

• Builds a delivery culture focused on accountability, quality, and structure. Oversees execution of projects and change initiatives, including solution design (working with architecture and planning), configuration / development, integration and data migration, testing and validation, deployment and transition to Operations.

What you need to succeed

To qualify for the position, you must have:

• Successful completion of a college diploma or university degree with specialization in computer science, information technology, information management, or another specialty relevant to the duties of the position.

• A minimum of six (6) years of experience in a related, progressive Information Technology Service Delivery roles with focus on change management and project delivery

• A minimum of three (3) years of experience directly managing employees, including recruitment, coaching, performance management, workload planning, employee engagement, and team development.

• Experience leading multi-disciplinary technical teams responsible for IT infrastructure, networking, and IT security services, with sufficient technical knowledge to provide guidance, assess operational risks, and support informed decision-making.

• Experience applying IT service delivery principles, frameworks, and practices, including incident management, request fulfilment, problem management, change enablement, service level management, and continual service improvement.

• Experience reviewing IT service performance metrics, service level expectations, key performance indicators, operational metrics, and customer experience outcomes to ensure targets are met and corrective actions are taken when required.

• Knowledge of IT service governance, service lifecycle management, continuous improvement practices, and stakeholder engagement in a corporate IT environment.

• Experience in planning, developing and implementing technical standards, practices and procedures.

• Experience providing advice and recommendations to senior management.

• Knowledge of theories, principles and practices of operational planning and management, guidelines and process development and information gathering and research.

• Knowledge of and experience in contract and budget management.

This position is best suited to individuals with the following skills and abilities:

• Ability to troubleshoot and problem solve creatively.

• Ability to apply risk-based decision making.

• Client service orientation.

• Ability to multi-task and prioritize, strong organizational skills.

• Ability to work well in a team environment.

• Ability to lead and motivate teams; engage others and articulate goals.

• Strong people leadership skills, including the ability to coach, develop, motivate, engage, and hold teams accountable for results.

• Ability to build a high-performing team culture through clear expectations, trust, collaboration, recognition, feedback, and effective conflict resolution.

• Ability to influence and negotiate with others.

• Tact and diplomacy.

• Ability to clearly articulate and defend one’s position.

• Strong communication skills, both orally and written.

Valuable skills include:

• Experience in a client service role; communicating value, creating awareness and understanding, promoting engagement, and supporting service adoption.

• ITIL certification or formal training in IT service delivery is considered an asset.

Specific work requirements:

• Language Profile: Bilingual (French and English), CBCC/CBCC;

• Ability to obtain and maintain a Reliability security clearance.