Manager, IT Service Operations

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.