Technology Service Delivery Lead
- Montreal, QC, Canada
Full-time
Applications open in a new tab.
Job details
- Job type
- Full-time
- Apply by
- Experience
- 7+ years of hands-on IT support or end-user computing experience, including directing contractors or vendors
- Posting language
- English
- Posted
Original job description
Location: Montreal, QC, CA
ABOUT FTAI AVIATION LTD. (NASDAQ: FTAI)
FTAI owns and maintains commercial jet engines with a focus on CFM56 and V2500 engines. FTAI’s propriety portfolio of products, including the Module Factory and a joint venture to manufacture engine PMA, enables it to provide cost savings and flexibility to our airline, lessor, and maintenance, repair, and operations customer base. Additionally, FTAI owns and leases jet aircraft which often facilitates the acquisition of engines at attractive prices. FTAI invests in aviation assets and aerospace products that generate strong and stable cash flows with the potential for earnings growth and asset appreciation.
FTAI operates globally and has offices in New York, Miami, Montréal, Singapore. Dubai, United Kingdom and Ireland.
Job Overview
The Technology Service Delivery Lead runs IT support for FTAI Aviation’s Montreal site. The role is split between hands-on work and oversight. You handle incidents, requests, endpoints, and site projects yourself, and you direct the onsite contractors and vendors who support the site. You are the escalation point for the Montreal business and a working member of FTAI’s global service delivery team, following global standards and helping other sites when needed.
Responsibilities
FTAI Aviation is an equal opportunity employer that values diversity in the workplace. We are committed to excellence in serving all customers, including people with disabilities, and we encourage feedback on the provision of these services.
Language Requirements In Quebec
Intermediate level knowledge of English is necessary for aeronautical personnel to meet regulatory requirements, understand technical procedures and instructions, and document entries regarding work performed on the aeronautical product for customers outside Quebec
ABOUT FTAI AVIATION LTD. (NASDAQ: FTAI)
FTAI owns and maintains commercial jet engines with a focus on CFM56 and V2500 engines. FTAI’s propriety portfolio of products, including the Module Factory and a joint venture to manufacture engine PMA, enables it to provide cost savings and flexibility to our airline, lessor, and maintenance, repair, and operations customer base. Additionally, FTAI owns and leases jet aircraft which often facilitates the acquisition of engines at attractive prices. FTAI invests in aviation assets and aerospace products that generate strong and stable cash flows with the potential for earnings growth and asset appreciation.
FTAI operates globally and has offices in New York, Miami, Montréal, Singapore. Dubai, United Kingdom and Ireland.
Job Overview
The Technology Service Delivery Lead runs IT support for FTAI Aviation’s Montreal site. The role is split between hands-on work and oversight. You handle incidents, requests, endpoints, and site projects yourself, and you direct the onsite contractors and vendors who support the site. You are the escalation point for the Montreal business and a working member of FTAI’s global service delivery team, following global standards and helping other sites when needed.
Responsibilities
- Run day-to-day IT support for the Montreal site, including coverage across shifts
- Provide hands-on support every day: Microsoft 365, Entra ID, Intune, Windows 11 endpoints, desk-side and shop-floor support
- Direct onsite contractors and managed service provider resources: set scope, schedule coverage, check work quality, approve hours and invoices, and hold them to their SLAs
- Own incidents, requests, changes, and problems for the site and meet SLAs and KPIs
- Act as the escalation point for the Montreal business and drive root-cause fixes to closure
- Support applications, user testing, and audio-visual and meeting rooms, and roll out global deployments on site
- Deliver site projects hands-on, such as hardware refresh, network changes, shop-floor technology, and M365/Intune standardization
- Build relationships with site leadership and employees, and bring Montreal’s needs to global IT
- Work as part of FTAI’s global service delivery team: follow global standards and tooling, help with global projects, and provide backup coverage for other sites
- Document procedures and contribute to the knowledge base so other sites can reuse them
- Track support KPIs and SLAs, report on service health, and fix what is off track
- Manage the site IT budget, including contractor spend, hardware lifecycle, and local vendor contracts
- Keep the site compliant with FTAI policies, security standards, and SOX/ITGC controls, including onboarding, offboarding, and access reviews
- Deliver training that helps Montreal teams use FTAI technology well
- Bachelor’s degree in IT, Computer Science, or related field
- 7+ years of hands-on IT support or end-user computing experience, including directing contractors or vendors
- Experience managing contractors or managed service providers against SLAs
- Working knowledge of ITSM processes (incident, change, problem)
- Hands-on experience with Microsoft 365, Azure AD/Entra ID, Intune MDM, Windows 10/11
- Clear communicator, comfortable with site leadership and vendors; fluent in French and English
- Bachelor’s or Master’s in IT Management, Business Administration or similar
- Experience supporting 500+ users across multiple sites or shifts
- Experience with vendor selection, contracts, or MSP transitions
- ITIL v4 Foundation or Practitioner certification
- Microsoft Certified: Azure Administrator Associate; MD-102 Endpoint Administrator
- PMP, PRINCE2, or equivalent project management certification
- Competitive compensation
- Time to recharge with vacation, personal days, holidays, and parental leaves
- Comprehensive Family Medical, Dental and Vision coverage available on your first day of employment
- Virtual Health Care (24/7 access to medical professionals)
- A Wellness Spending Account to aid in your wellness journey
- Employee & Family Assistance Program (EFAP) which includes free face to face counselling sessions
- Medical Travel Insurance
- Onsite fitness facilities at our main office locations
- A Registered Retirement Savings Plan that includes matching company contributions on your first day of employment, that also includes access to Financial Advisors providing investment advice and comprehensive financial planning
FTAI Aviation is an equal opportunity employer that values diversity in the workplace. We are committed to excellence in serving all customers, including people with disabilities, and we encourage feedback on the provision of these services.
Language Requirements In Quebec
Intermediate level knowledge of English is necessary for aeronautical personnel to meet regulatory requirements, understand technical procedures and instructions, and document entries regarding work performed on the aeronautical product for customers outside Quebec
More about this job
Responsibilities
Lead day-to-day IT support and service delivery for the Montreal site, providing hands-on endpoint, application, and shop-floor support while overseeing onsite contractors and vendors. Manage incidents, projects, budgets, compliance, and service performance, and coordinate with global IT teams to apply standards and support other locations.
Requirements
Requires a bachelor’s degree in IT, Computer Science, or a related field and at least seven years of hands-on IT support or end-user computing experience, including contractor or vendor oversight. Candidates need working knowledge of ITSM processes, hands-on experience with Microsoft 365, Entra ID, Intune, and Windows 10/11, and fluency in French and English.
Skills
- IT Service Delivery
- End-User Support
- Microsoft 365
- Entra ID
- Intune
- Windows 11
- ITSM
- Incident Management
- Change Management
- Problem Management
- Vendor Management
- Contractor Oversight
- SLA And KPI Management
- Root-Cause Analysis
- Project Delivery
- French And English Communication
Benefits
- Vacation, Personal Days, Holidays, And Parental Leave
- Family Medical, Dental, And Vision Coverage
- Virtual Health Care
- Wellness Spending Account
- Employee And Family Assistance Program
- Medical Travel Insurance
- Onsite Fitness Facilities
- Registered Retirement Savings Plan With Company Matching
- Financial Advice And Planning
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Management & Leadership
- Customer Service & Support
- Security & Safety
- Transportation
Keywords
- Microsoft 365
- Entra ID
- Azure Active Directory
- Microsoft Intune
- Mobile Device Management
- Windows 10
- Windows 11
- IT Service Management
- Incident Management
- Change Management
- Problem Management
- Service-Level Agreements
- Key Performance Indicators
- Managed Service Providers
- Vendor Management
- Endpoint Management
- Root-Cause Analysis
- Audio-Visual Systems
- Network Changes
- Shop-Floor Technology
- Hardware Lifecycle
- IT Budget Management
- SOX Controls
- IT General Controls
- Access Reviews
- ITIL 4
- Azure Administrator Associate
- MD-102 Endpoint Administrator
- PMP
- PRINCE2