Service Delivery Manager

Bombardier Transportation GmbH; Dorval; On-site; CAD 90,000 - 110,000; Full time

Job summary

A leading Aerospace company in Dorval is seeking a Service Delivery Manager with over 10 years of IT technical support experience. The role involves support and management of IT services while ensuring compliance with operational standards. We prioritize employee growth and offer competitive benefits. Strong interpersonal and problem-solving skills are essential, alongside a degree in a relevant field.

Benefits

Insurance plans (Dental, medical, life insurance, disability, and more)

Retirement savings plan

Employee Assistance Program

Qualifications

• 10+ years’ work experience in IT technical support.
• Excellent customer service skills with a key focus on helping people.
• Strong problem-solving skills and adaptability to learn quickly.

Responsibilities

• Support and manage WPC Operations in accordance with the BIS WPC Framework.
• Govern all WPC Standard Operating Procedures.
• Collaborate with vendors and service delivery management.

Skills

IT technical support

Customer service

Problem-solving

Interpersonal skills

Communication skills

Education

Degree or diploma in a relevant field of Technology

Tools

ITSM knowledge

Servicenow reporting

Job description

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When applicable, Bombardier promotes flexible and hybrid work policies.

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.

With our employees’ well-being top of mind, we offer a comprehensive and competitive Benefits Program, which includes the following:

• Insurance plans (Dental, medical, life insurance, disability, and more)
• Retirement savings plan
• Employee Assistance Program
• Support and manage WPC Operations in accordance with the BIS WPC Framework
• Be responsible for the WPC capacity per site, provide adjustments as needed to support the business operations, manage escalations
• Be responsible for governing all WPC Standard Operating Procedures
• Be responsible for governing the WPC delivery of IT Services relates to incident and requests within the agreed SLA
• Be responsible for governing WPC Training strategy and improving skills
• Work in collaboration with the Service Delivery Analysts and the Service Delivery Managers to help resolve IT Operational issues, by raising any escalations, or support requirements
• Work in collaboration with the WPC Vendors for daily operations and governance
• Support the WPC Manager for contractual governance and improvements.
How to thrive in this role?
• You have 10+ years’ work experience in IT technical support
• You have a degree or diploma in a relevant field of Technology or relevant experience
• You have ITSM knowledge and experience, with a great understanding of Servicenow reporting
• You have excellent customer service skills with a key focus on helping people
• You have strong problem-solving skills and adaptability to learn quickly in a changing environment
• You have good interpersonal and communication skills with the ability to work effectively with a wide range of individuals in a diverse community.

Now that you can see yourself in this role, apply and join the Bombardier Team!

Please note: You don’t need all the skills, knowledge, and experience listed to apply for this position. We’re not looking for the perfect candidate, we’re looking for great talent and passionate individuals.

Bombardier is an equal opportunity employer and encourages persons of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability or other applicable legally protected characteristics to apply.


Job Service Delivery Manager

Primary Location Administrative Centre (CA)

Organization Aerospace Canada

Shift

Employee Status Regular

Requisition 8937 Service Delivery Manager