Description
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 Services (IT Vendor Performance & Continuous Improvement) ensures external partners deliver reliable, efficient, and innovative Digital Workplace Services (DWS). This role drives vendor performance management, service quality, and operational excellence across Modern Workplace environments. The ideal candidate combines strong analytical and governance skills with a passion for enhancing employee IT experiences in a modern digital workplace.
Responsibilities:
- Monitor and assess vendor performance across Modern Workplace service towers (e.g., deskside support, collaboration, service desk, endpoint support).
- Develop and maintain vendor scorecards, dashboards, and business review packages.
- Ensure compliance with contractual SLAs, KPIs, and operating-level agreements (OLAs).
- Support governance forums and service review meetings with internal IT and vendor stakeholder.
- Track and manage remediation plans for underperforming services or vendors.
- Identify and implement opportunities to improve service delivery, user satisfaction, and operational efficiency.
- Lead root-cause analysis for recurring incidents or performance deviations.
- Partner with vendors to introduce automation, self-service, and proactive support enhancements.
- Collaborate with IT service owners to standardize processes and foster continuous improvement.
- Generate actionable insights from service management and operational data (e.g., ServiceNow, Power BI).
- Contribute to and collaborate with the End-User Experience Specialist to support tracking and reporting on EUX (End-User Experience) metrics, ensuring insights are shared and leveraged to improve overall user experience.
- Present trends, risks, and improvement opportunities to senior IT leadership.
- Ensure adherence to vendor governance frameworks, risk controls, and audit requirements.
- Maintain accurate documentation of performance reviews, issue logs, and improvement initiatives.
- Contribute to the evolution of vendor management policies and performance frameworks for Modern Workplace Services.
- Collaborate with procurement on contract performance reviews and financial impact analysis; recommend penalties or incentives based on outcomes.
Qualifications
- Relevant university degree/technical certification, and/or relevant experience commensurate to the role.
- 5+ years of IT technology, operations experience in a large company.
- 3-5 years of experience in IT service management, vendor management, or continuous improvement roles.
- Hands-on experience with Digital Workplace Services (DWS), Modern Workplace platforms, or End-User Computing (EUC) operations.
- ITIL Certification (i.e. Practitioner or intermediate level).
- Strong analytical and reporting skills, with proficiency in Excel and Power BI (or equivalent tools).
- Solid understanding of KPIs, SLAs, and performance scorecards in IT service contracts.
- Working knowledge of ITSM platforms (e.g., ServiceNow) and Digital Employee Experience (DEX) tools.
- Familiarity with process improvement methodologies (e.g., Lean, Six Sigma, ITIL CSI).
- Ability to prioritize and meet tight deadlines with minimal supervision.
- Resilient and adaptable in high-pressure, fast-changing environments.
- Data-driven and results-oriented mindset.
- Excellent communication skills are required, with the ability to interface both internally within the company, and with Third Party Vendors.
- Proven ability to work cross-functionally and inspire collaboration.
- Self-motivated and autonomous worker, capable of motivating others.
- 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.
