IT Service Manager

General Dynamics Missions System International • Ottawa, ON

24d • CA$90,000 - CA$115,000 • Hybrid

About The Position

We are currently hiring for an IT Services Manager out of our Ottawa office. We are looking for a strategic, people‑focused leader to head the IT Service Desk and End‑User Services functions. As part of the IT leadership team, you will be accountable for providing quality and timely service to employees across all our sites in Canada, ensuring users have the IT tools, services, and support to meet their business needs.
The successful candidate will report to the Head of IT and will champion the end‑user experience, steward ITIL‑informed processes, and act as a key stakeholder for our ServiceNow implementation. You will have strong customer focus, effective communication skills, and experience engaging with stakeholders across all levels of an organization.

Requirements

• Degree or diploma in information technology / systems, engineering, or a related discipline
• Experience delivering IT services within an organization
• Experience building, leading, and developing teams with direct reports
• Experience managing the delivery of projects
• Experience delivering IT services in line with the ITIL framework
• Effective relationship building and communication skills to engage across all levels of the organization, user community, and suppliers
• Proven leadership, team building, mentorship, and performance management skills
• Broad understanding of technology, applications, and infrastructure
• Passion for quality user experience and continuous improvement
• An enthusiasm to contribute and take ownership of work in your space
• You won’t be afraid to ask “why are we doing things this way?” and “how can we make it better?”

Nice To Haves

• Experience working in a large, complex IT environment
• Experience working with an IT service management tool like ServiceNow
• Detailed knowledge of the ITIL framework and its practices and guiding principles
• Previous business analyst or business case development experience
• Experience working with or familiarity with AI/ML models
• Certifications in areas such as ITIL, ServiceNow, or Microsoft

Responsibilities

• Leading the Service Desk and End User Services teams to ensure delivery of IT support to employees in Calgary, Ottawa, Sherbrooke, and Halifax as well as other remote locations in compliance with established service level targets
• Being the front line for IT leveraging ITIL practices in the day-to-day delivery of end user services
• Maintenance, development, and continuous improvement of IT tools (e.g. Service Now) used for the delivery of services to users
• Developing roadmaps for apps and services considering things like business needs, costs, and end of life
• Development and ownership of the team’s processes and procedures and related metrics and KPIs
• Accurate software and hardware asset configuration management including the timely renewal of maintenance contracts, software licensing, and hardware purchases
• Managing your team’s performance, career development, learning and development, and personal growth
• Growing and developing your team’s capabilities as business needs evolve
• Liaising with client groups across the business to identify needs
• Working in conjunction with other IT leaders to set departmental strategy, priorities, and policies
• Gathering stakeholder requirements and then driving and managing the team’s projects
• Aligning service delivery practices with counterparts in the UK and US
• Ensuring compliance with all regulatory requirements including cyber security and government regulations
• Developing business hours and after-hours support schedules for in person, phone, and remote support

Benefits

• Comprehensive medical, dental, and vision coverage for you and eligible dependents from day one (no cost), including flexible benefits options (HCSA) emergency travel insurance, and 24/7 virtual care services.
• Employee & Family Assistance Program (EFAP), onsite fitness facilities, and employee resource groups.
• Defined Contribution Pension Plan with employer contributions after 3 months, RRSP access from day one, and financial planning support.
• Flexible time off including vacation, holidays, parental leaves with top-up options, sick leave, and disability programs.
• Career development through learning platforms, educational assistance, mentoring, and reimbursement of professional memberships.
• Additional perks such as employee discounts, free onsite parking, social clubs, and an annual scholarship program for employees’ children.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree