IT Service Manager

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 ServiceNow 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 targets
• Being the front line for IT leveraging ITIL practices in the day‑to‑day delivery of end user services
• Maintenance, development, and continuous improvement of IT tools (e.g. Service Now) used for the delivery of services to users
• Developing roadmaps for apps and services considering things like business needs, costs, and end of life
• Development and ownership of the team’s processes and procedures and related metrics and KPIs
• Accurate software and hardware asset configuration management including the timely renewal of maintenance contracts, software licensing, and hardware purchases
• Managing your team’s performance, career development, learning and development, and personal growth
• Growing and developing your team’s capabilities as business needs evolve
• Liaising with client groups across the business to identify needs
• Working in conjunction with other IT leaders to set departmental strategy, priorities, and policies
• Gathering stakeholder requirements and then driving and managing the team’s projects
• Aligning service delivery practices with counterparts in the UK and US
• Ensuring compliance with all regulatory requirements including cyber security and government regulations
• Developing business hours and after‑hours support schedules for in person, phone, and remote support

Qualifications

Essential Qualifications

• Degree or diploma in information technology / systems, engineering, or a related discipline
• Experience delivering IT services within an organization
• Experience building, leading, and developing teams with direct reports
• Experience managing the delivery of projects
• Experience delivering IT services in line with the ITIL framework
• Effective relationship building and communication skills to engage across all levels of the organization, user community, and suppliers
• Proven leadership, team building, mentorship, and performance management skills
• Broad understanding of technology, applications, and infrastructure
• Passion for quality user experience and continuous improvement
• An enthusiasm to contribute and take ownership of work in your space
• You 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 environment
• Experience working with an IT service management tool like ServiceNow
• Detailed knowledge of the ITIL framework and its practices and guiding principles
• Previous business analyst or business case development experience
• Experience working with or familiarity with AI/ML models

Nice to Have

• Certifications in areas such as ITIL, ServiceNow, or Microsoft

How We Work

• Work Schedule: 37.5 hours per week
• Work Arrangement: Currently working 4 days on site and/or as required by business needs
• Travel: Occasional / infrequent domestic travel may be required.

It is a requirement that General Dynamics Mission Systems-Canada be registered with the Canadian Controlled Goods program and that all of its workforce be security assessed. Successful applicants must meet all applicable security requirements, including but not limited to the ability to obtain and maintain a Canadian government security clearance. Applicants may be required to meet additional security requirements in order to gain access to technical data, classified areas or information that is subject to international regulations. You must be eligible to work in Canada.

Additional Information

The hiring range for this position is $90,000 - $115,000 CAD annually. This role is eligible for a Management Incentive Plan.

Our goal is to provide a fair and competitive offer based on an assessment of internal equity and your qualifications, including:

• Relevant experience
• Technical and non-technical skills
• Education and certifications

Benefits

• Comprehensive medical, dental, and vision coverage for you and eligible dependents from day one (no cost), including flexible benefits options (HCSA) emergency travel insurance, and 24/7 virtual care services.
• Employee & Family Assistance Program (EFAP), onsite fitness facilities, and employee resource groups.
• Defined Contribution Pension Plan with employer contributions after 3 months, RRSP access from day one, and financial planning support.
• Flexible time off including vacation, holidays, parental leaves with top-up options, sick leave, and disability programs.
• Career development through learning platforms, educational assistance, mentoring, and reimbursement of professional memberships.
• Additional perks such as employee discounts, free onsite parking, social clubs, and an annual scholarship program for employees’ children.

Why join us?

• Purposeful Innovation: You’ll work on innovations that genuinely make a difference. You’ll apply advanced thinking, design expertise, and practical problem‑solving to help equip military and allied forces with leading‑edge systems. You’ll be surrounded by some of the brightest minds in the defence sector, contributing to next‑generation technologies in an environment that celebrates creativity, new ideas, and modern solutions.
• Connection: We believe people do their best work when they feel they belong, and their ideas can flourish. Different perspectives, experiences, and ways of thinking help us innovate and grow. Strong relationships with our teammates help us unite, overcome challenges, and deliver the world‑class quality we’re known for. Here, we are committed to inclusivity and ensures every individual feels valued, respected, and empowered.
• Challenging and Rewarding Career Pathways: Your career path matters to us. From mentorship and regular check‑ins with your leader to educational support, professional certifications, and continuous training, you’ll have the resources you need to thrive. We encourage internal mobility so you can explore different business areas, broaden your skillset, and expand your network. You’ll be working on high‑profile, impactful projects that challenge your skills, expand your expertise, and allow you to both learn from mentors and guide others along the way.

Accommodation

If you require accommodation during any stage of the application process, please contact Human Resources via View email address on ca.talent.com.

Closing Date

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.