IT Service Delivery Manager

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 and 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
The preferred applicant should possess 1-2 years of hands-on experience in managing Azure Infrastructure, along with proficiency in ServiceNow, Microsoft Intune, and DevOps practices.

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.

Required Skills and Experience

Technical Skills:

• 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, vison 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