IT Service Manager
Job in
Ottawa, Ontario, Canada
Listing for:
General Dynamics UK
Full Time
position
Listed on 2026-06-09
Job specializations:
-
IT/Tech
IT Support, IT Project Manager
Job Description & How to Apply Below
Company Description
Build bold. Deliver impact. Win together.
At General Dynamics Mission Systems–Canada, we’re not just engineering technology — we’re shaping the future of defence and security. Our teams design and deliver advanced, mission-critical solutions that enhance national security, strengthen communities, and protect the people we serve.
If you’re looking for meaningful work that contributes to a safer, more secure world, you’ll find purpose here. Every day, your skills will directly impact programs that matter.
Job Description
We are currently hiring for an IT Services Manager out of our Ottawa office. We are looking for a strategic, people‑focused leader to head the IT Service Desk and End‑User Services functions. As part of the IT leadership team, you will be accountable for providing quality and timely service to employees across all our sites in Canada, ensuring users have the IT tools, services, and support to meet their business needs.
The successful candidate will report to the Head of IT and will champion the end‑user experience, steward ITIL‑informed processes, and act as a key stakeholder for our Service Now implementation. You will have strong customer focus, effective communication skills, and experience engaging with stakeholders across all levels of an organization.
Your Day to Day Will Include
Leading the Service Desk and End User Services teams to ensure delivery of IT support to employees in Calgary, Ottawa, Sherbrooke, and Halifax as well as other remote locations in compliance with established service level targetsBeing the front line for IT leveraging ITIL practices in the day-to-day delivery of end user servicesMaintenance, development, and continuous improvement of IT tools ( Service Now) used for the delivery of services to usersDeveloping roadmaps for apps and services considering things like business needs, costs, and end of lifeDevelopment and ownership of the team’s processes and procedures and related metrics and KPIsAccurate software and hardware asset configuration management including the timely renewal of maintenance contracts, software licensing, and hardware purchasesManaging your team’s performance, career development, learning and development, and personal growthGrowing and developing your team’s capabilities as business needs evolveLiaising with client groups across the business to identify needsWorking in conjunction with other IT leaders to set departmental strategy, priorities, and policiesGathering stakeholder requirements and then driving and managing the team’s projectsAligning service delivery practices with counterparts in the UK and USEnsuring compliance with all regulatory requirements including cyber security and government regulationsDeveloping business hours and after-hours support schedules for in person, phone, and remote supportQualifications
Essential Qualifications
Degree or diploma in information technology / systems, engineering, or a related disciplineExperience delivering IT services within an organizationExperience building, leading, and developing teams with direct reportsExperience managing the delivery of projectsExperience delivering IT services in line with the ITIL frameworkEffective relationship building and communication skills to engage across all levels of the organization, user community, and suppliersProven leadership, team building, mentorship, and performance management skillsBroad understanding of technology, applications, and infrastructurePassion for quality user experience and continuous improvementAn enthusiasm to contribute and take ownership of work in your spaceYou won’t be afraid to ask “why are we doing things this way?” and “how can we make it better?”Preferred Qualifications
Experience working in a large, complex IT environmentExperience working with an IT service management tool like Service NowDetailed knowledge of the ITIL framework and its practices and guiding principlesPrevious business analyst or business case development experienceExperience working with or familiarity with AI/ML modelsNice to Have
Certifications in areas such as ITIL, Service Now, or MicrosoftHow We Work
Work Schedule: hours per…
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