Manager, IT Operations Command Center (Dorval, Québec, CA, H4S 1Y9)

When applicable, Bombardier promotes flexible and hybrid work policies.

Why join us? 

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. 

Bombardier’s Benefits Program

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)
• Competitive base salary 
• Retirement savings plan 
• Employee Assistance Program  
• Tele Health Program

What are your contributions to the team?

• Lead and manage the Command Center Operations (24x7) ensuring continuous monitoring and availability of IT services.
• Oversee end-to-end real-time monitoring operations, including event, alert, and incident management across infrastructure and applications.
• Own Command Center standard operating procedures (SOPs) and ensure compliance with operational and ITSM frameworks.
• Ensure IT service delivery alignment with agreed SLAs, KPIs, and performance targets.
• Lead or propose proactive monitoring initiatives by implementing automation, alert optimization, and predictive analysis to minimize service disruptions.
• Work in collaboration with Service Delivery Managers, Incident Managers, and business stakeholders to resolve operational challenges and improve service reliability.
• Collaborate with vendors and third-party providers to maintain smooth operations, meet SLA commitments, and drive continuous service improvement.
• Own and govern ServiceNow ITSM processes (Incident, Problem, Change, Request) and ensure proper utilization of reporting and dashboards.
• Provide leadership, direction, and mentorship to a high-performing operations team, ensuring skill development and continuous improvement.
• Ensure clear and timely communication to stakeholders during incidents and operational escalations.

How to thrive in this role?

•    You have 8-10+ years’ experience in IT Operations, Command Center, or NOC environments.
•    You have experience managing 24x7 operations teams in a large enterprise environment.
•    You have a bachelor degree in a relevant field of Technology or equivalent experience.
•    You have strong ITSM knowledge and hands-on experience with ServiceNow.
•    You have experience with monitoring tools, event management, and proactive operations.
•    You have excellent leadership and team management skills.
•    You have strong problem-solving skills and ability to perform under high-pressure situations.
•    You have excellent communication and stakeholder management skills, with the ability to work across diverse teams.
•    You are fluent in both French and English.

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  Manager, IT Operations Command Center 

Primary Location Administrative Centre (CA)

Organization  Aerospace Canada

Shift 

Employee Status Regular 

Requisition  14203  Manager, IT Operations Command Center