Manager, IT Service Management

The Canadian Air Transport Security Authority (CATSA) has 1 (one) exciting indeterminate opportunity within the Technology branch at the CATSA Headquarters.

This position represents an opportunity for career-driven individuals seeking a position within an organization that inspires growth and promotes excellence to make a difference and contribute to CATSA’s unique culture as it strives to excel in air transport security.

Why is CATSA a great fit for you?

CATSA is a world leader in aviation security, mandated to protect the public by delivering security screening operations at 89 designated airports across Canada. As a Crown corporation, CATSA is accountable to Parliament through the Minister of Transport.

We champion innovation and creativity and offer a welcoming and inclusive workplace where employees can be their true selves and take pride in being part of a mission that matters.   

If you are a motivated professional seeking a position within a multifunctional and collaborative environment and you are looking for the next great adventure, CATSA is the place for you! 

Summary of responsibilities:

TheManager, IT Service Management,reporting to the General Manager, IT Business Services, is accountable for accountable for executing approved change across CATSA’s IT systems and services. The role leads delivery teams responsible for designing, building, configuring, integrating, testing and deploying solutions aligned with IT priorities and plans. The Manager, IT Service Management performs all other duties and responsibilities related to the position as required.

Key Tasks and Responsibilities:

• Leads IT service delivery and operations teams to provide reliable, secure, and effective corporate IT services, including, unified communications, network and server administration, internet, firewall, system backups, disaster recovery, and Microsoft.

• Oversee service restoration, problem resolution, system troubleshooting, infrastructure support, and network performance to minimise business disruption and improve user experience.

• Builds a delivery culture focused on accountability, quality, and structure. Oversees execution of projects and change initiatives, including solution design (working with architecture and planning), configuration / development, integration and data migration, testing and validation, deployment and transition to Operations.

What you need to succeed

To qualify for the position, you must have:

• Successful completion of a college diploma or university degree with specialization in computer science, information technology, information management, or another specialty relevant to the duties of the position.

• A minimum of six (6) years of experience in a related, progressive Information Technology Service Delivery roles with focus on change management and project delivery

• A minimum of three (3) years of experience directly managing employees, including recruitment, coaching, performance management, workload planning, employee engagement, and team development.

• Experience leading multi-disciplinary technical teams responsible for IT infrastructure, networking, and IT security services, with sufficient technical knowledge to provide guidance, assess operational risks, and support informed decision-making.

• Experience applying IT service delivery principles, frameworks, and practices, including incident management, request fulfilment, problem management, change enablement, service level management, and continual service improvement.

• Experience reviewing IT service performance metrics, service level expectations, key performance indicators, operational metrics, and customer experience outcomes to ensure targets are met and corrective actions are taken when required.

• Knowledge of IT service governance, service lifecycle management, continuous improvement practices, and stakeholder engagement in a corporate IT environment.

• Experience in planning, developing and implementing technical standards, practices and procedures.

• Experience providing advice and recommendations to senior management.

• Knowledge of theories, principles and practices of operational planning and management, guidelines and process development and information gathering and research.

• Knowledge of and experience in contract and budget management.

This position is best suited to individuals with the following skills and abilities:

• Ability to troubleshoot and problem solve creatively.

• Ability to apply risk-based decision making.

• Client service orientation.

• Ability to multi-task and prioritize, strong organizational skills.

• Ability to work well in a team environment.

• Ability to lead and motivate teams; engage others and articulate goals.

• Strong people leadership skills, including the ability to coach, develop, motivate, engage, and hold teams accountable for results.

• Ability to build a high-performing team culture through clear expectations, trust, collaboration, recognition, feedback, and effective conflict resolution.

• Ability to influence and negotiate with others.

• Tact and diplomacy.

• Ability to clearly articulate and defend one’s position.

• Strong communication skills, both orally and written.

Valuable skills include:

• Experience in a client service role; communicating value, creating awareness and understanding, promoting engagement, and supporting service adoption.

• ITIL certification or formal training in IT service delivery is considered an asset.

Specific work requirements:

• Language Profile: Bilingual (French and English), CBCC/CBCC;

• Ability to obtain and maintain a Reliability security clearance.

How to apply:

If you feel you are the ideal candidate for this position, please click on the following link to submit your applicationbefore October 30, 2026 by 11:59pm EST. 

Additional information:

• Please note that candidates that meet all the position requirements, including the language profile, will be given first consideration however, we invite all interested candidates to submit their applications;

• While we appreciate all the candidates’ interest, only those being considered in the process will be contacted;

• CATSA will use this opportunity to establish a candidate pool that may be used to staff permanent or fixed-term positions with similar responsibilities and qualifications.