Specialist, Modern Workplace and Platform Services (Service Delivery) at Air Canada

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

The Specialist, Modern Workplace & Platform Services – Service Delivery oversees service delivery for the vendor‑managed Service Desk and is accountable for end‑user experience across the vendor’s scope. This role ensures contractual compliance, drives continuous improvement, and partners with internal stakeholders to enhance service quality and user satisfaction.

Responsibilities

• Act as the primary operational contact for the vendor regarding Service Desk performance.
• Monitor and enforce contractual SLAs/SLOs (response, resolution, FCR, CSAT/NPS).
• Review vendor reports and dashboards, validate accuracy, and escalate deviations.
• Lead governance activities (weekly/monthly performance reviews, quarterly trend analysis).
• Collaborate with vendor and internal teams on continuous improvement initiatives.
• Validate vendor adherence to escalation paths, incident resolution protocols, and scope of work.
• Identify process gaps and recommend improvements for efficiency and quality.
• Drive and maintain the End User Experience Program (including the eXLA Plan) in collaboration with vendor and internal stakeholders, ensuring continuous improvement and monitoring of eXLA metrics to optimize user experience.
• Champion knowledge management practices within vendor scope; review and approve updates to the Service Desk knowledge base for alignment with Air Canada policies.
• Provide accurate service performance insights to the internal Vendor Performance Specialist for leadership reporting.
• Act as liaison for operational issues and service escalations between Air Canada and vendor.
• Participate in workshops and research sessions to identify pain points and improvement opportunities.
• Contribute to defining desired service outcomes and implementing changes to enhance end-user experience.
• Support automation and self-help initiatives to reduce ticket volume and improve user experience.
• Ensure vendor maintains business continuity and disaster recovery plans.
  
  

Qualifications

• Relevant university degree, technical certification, and/or relevant experience commensurate to the role.
• 5+ years in IT technology, operations, and leadership roles in a large organization.
• 3–5 years in End User Services / Service Desk operations, with experience in vendor‑managed environments.
• Proven experience in vendor governance and outsourced service delivery management.
• Strong understanding of ITIL principles and service management frameworks.
• Proficiency with ServiceNow or similar ITSM platforms.
• Analytical mindset with ability to interpret service metrics and drive measurable improvements.
• Customer-focused approach with proven ability to enhance end-user experience.
• ITIL Foundation certification preferred.
• Excellent communication skills in English and French (bilingual required).
• Resilient and adaptable in high-pressure, fast-changing environments.
• Proven ability to work cross-functionally and inspire collaboration
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.
  
  

Conditions Of Employment

Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.