IT Service Delivery Manager

ACI World - Airports Council International; Montreal; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player in the aviation sector is seeking a dedicated Service Delivery Manager to enhance IT service delivery and operations. This role offers an exciting opportunity to work in a dynamic, international environment, focusing on improving collaboration between internal teams and service providers. As part of a global team, you will oversee Azure infrastructure management, streamline processes, and ensure user satisfaction. With a commitment to innovation and accountability, this position allows you to make a significant impact on the aviation industry while enjoying a range of perks and a supportive work culture. If you're ready to take your career to new heights, this is the opportunity for you.

Benefits

Full benefits (health, vision, dental)

4 weeks of vacation per year

Paid personal/sick days

Social events and recognition programs

Training

Employee rewards and recognition program

Tedy Wellness Spending Account

Opus card discount

Casual dress

Qualifications

• 1-2 years of experience in Azure Infrastructure management.
• Hands-on experience with ServiceNow and Microsoft Intune is a strong advantage.

Responsibilities

• Oversee IT service delivery processes to ensure SLAs and KPIs are met.
• Support DevOps practices, including CI/CD pipelines and infrastructure automation.

Skills

Azure Infrastructure Management

ServiceNow

CI/CD Pipelines

Microsoft Intune

Analytical Skills

Problem-Solving Skills

Communication Skills

Education

Certification in Azure Fundamentals (AZ-900)

Certification in Azure Administrator (AZ-104)

Tools

Azure

ServiceNow

Microsoft Intune

Job description

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About ACI

Airports Council International (ACI) is the global trade representative of the world’s airports. Established in 1991, ACI represents and advocates airports’ interests with governments and international organizations such as ICAO, develops standards, policies, and recommended practices for airports, and provides information and training opportunities to raise standards around the world.

The location

The position is based in Montreal, the world’s international hub for organizations involved in aerospace and aviation. It offers candidates a unique opportunity to work in a global environment and help to improve the overall airport and aviation industry – as well as to help improving the overall passenger experience. The ACI team is comprised of people from many countries and is truly an international environment.

Main Areas Of Responsibility

We seek a committed Service Delivery Manager to improve our IT service delivery and operations, streamline processes, and facilitate effective collaboration between internal teams and service providers. This position requires overseeing service delivery, supporting technical operations, and working with cross-functional teams to ensure business alignment and user satisfaction.

Service Delivery Management

• Oversee IT service delivery processes to ensure SLAs and KPIs are consistently met.
• Act as the primary point of contact for internal stakeholders and service providers, resolving service-related issues.
• Ensure efficient use of tools like ServiceNow for incident, problem, and change management workflows.

Azure Infrastructure Management

• Work closely with the IT suppliers to manage and maintain the Azure-based infrastructure, including virtual machines, storage, networking, and security configurations.
• Optimize Azure resource allocation to ensure cost-effectiveness and high availability.

Technical Operations Support

• Support DevOps practices, including CI/CD pipelines and infrastructure automation.
• Manage Microsoft Intune for endpoint management and security compliance.
• Monitor and troubleshoot IT systems to ensure seamless operations.

Collaboration And Communication

• Partner with cross-functional teams to align IT services with business goals.
• Prepare and present performance reports to stakeholders.

Process Improvement And Optimization

• Identify and implement opportunities to improve service delivery and operational efficiency.
• Develop and maintain documentation for workflows, service processes, and operational standards.

Technical Skills

Required Skills and Experience

• Experience managing virtual machines, storage, and networking in Azure.
• Knowledge of hybrid cloud integrations using Azure services like Azure Arc and VPN Gateway.
• Hands-on experience with ServiceNow for incident, problem, and change management.
• Ability to create and manage workflows within the ServiceNow platform.
• Proficiency in Microsoft Intune for device and security policy management.
• Familiarity with CI/CD pipelines, automation tools, and best practices for infrastructure as code.

Professional Skills

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills for stakeholder management.
• Ability to work in a dynamic, fast-paced environment with competing priorities.
• Team-oriented mindset with a proactive approach to challenges.

Experience

• 1–2 years of hands-on experience in Azure Infrastructure management.
• Experience with DevOps tools and practices.
• Experience with ServiceNow and Microsoft Intune is a strong advantage.

Preferred Qualifications

• Familiarity with ITIL frameworks and service management practices.
• Experience in a service delivery or IT operations role.
• Certification in Azure Fundamentals (AZ-900) or Azure Administrator (AZ-104) is a plus.

ACI World Values

Collaboration, Innovation, Accountability, Integrity, and Sustainability.

What We Offer

• Hybrid work
• Full benefits (health, vision, and dental), including telemedicine
• RRSP company matching contributions
• 4 weeks of vacation per year
• Paid personal/sick days and mental health days
• Social events and recognition programs
• Opus card discount
• Casual dress
• Training
• Employee rewards and recognition program
• Tedy Wellness Spending Account

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Strategy/Planning and Information Technology

Industries

Airlines and Aviation

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