Manager, IT Service Operations

Bombardier•Dorval, QC

112d•Hybrid

About The Position

At Bombardier, we design, build and maintain the world’s peak-performing aircraft for the world’s most discerning people and businesses, governments and militaries. We have been successful in setting the highest standards by putting our people at the heart of it all, and defining excellence, together. Working at Bombardier means operating at the highest level. Every day, you are part of a team that delivers superior experiences and products, pushing the boundaries of what's possible in our industry and beyond. By prioritizing employee growth and development, we empower everyone to reach their full potential on their own terms, because the best work happens when you are free to be yourself and share your unique expertise.

Requirements

You hold a Bachelor degree, College degree or the equivalent in the field of Information Technologies
You have at least 10 years of relevant experience in the field of Information Technologies
You possess leadership, good communication and negotiation skills
You have excellent knowledge of the ITIL framework and processes
You have knowledge in IT
You have experience in managing Vendor SLA and contract agreement
You have good knowledge of French and English

Responsibilities

Govern external service provider(s), contracts and ensure the standard governance processes are consistently applied across all the service provider(s).
Lead the IT Service Operations Team responsible of the governance of operations related topics, improve effectiveness and efficiency of processes, coordinate involved internal and external people and master the operational big picture.
Coordinate the team’s daily activities, managing performance, providing day‑to‑day support, and ensuring the career development and progression of the individuals under their supervision
Develop, improve, and consolidate operational reporting, initiate gap analyses, derive and coordinate actions.
Take accountability for the output of processes within the service delivery scope and manage escalations to the level of senior management.
Establish and maintain a constructive relationship between the service provider(s) and Bombardier
Drive, lead and assist the development and review of service level agreements (SLAs), contracts or any other documents for service provider(s).
Ensure that all supporting services are scoped and documented and that interfaces and dependencies between vendor(s), supporting services and vendor processes are agreed and documented.