About this role
Job title: Manager, IT Service Operations
About the Role Bombardier seeks a Manager, IT Service Operations to govern external service providers and lead the IT Service Operations Team responsible for governance of IT operations, improving processes and coordinating internal and external stakeholders to deliver reliable IT services aligned with Bombardier's strategy.
What You'll Do
- Govern external service provider(s), contracts and ensure the standard governance processes are consistently applied across all service providers.
- Lead the IT Service Operations Team responsible for governance of operations related topics, improve the 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 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.
What We're Looking For
- A Bachelor degree, College degree or the equivalent in the field of Information Technologies.
- At least 10 years of relevant experience in the field of Information Technologies.
- Leadership, good communication and negotiation skills.
- Excellent knowledge of the ITIL framework and processes.
- Knowledge in IT.
- Experience in managing Vendor SLA and contract agreements.
- Proficiency in French and English.
Compensation & Benefits Bombardier offers a comprehensive Benefits Program, including: insurance plans (dental, medical, life insurance, disability, and more); competitive base salary; retirement savings plan; Employee Assistance Program; Tele Health Program.