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Added 1 min ago
PH
Patient Care Coordinator, BC Mental Health and Substance Use Services
Provincial Health Services Authority
Vancouver, BC
- Full-time
Added 1 min ago
A
Digital Product Designer [AQ-24378]
Aquent
Toronto, ON
- Contract
…set new benchmarks for the industry. This is your chance to lead with design, transform complex financial processes into elegant solutions, and significantly contribute to a platform that…
Added 1 min ago
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Director of Product Development- Glass Hardware
Quikr
Vancouver, BC
- Full-time
This person will lead hardware products across the full lifecycle, from product requirements and engineering development through validation, industrialization, mass production, launch, and…
Added 1 min ago
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WHS Specialist
Amazon
Rocky View No 44, AB · Rocky View County, AB
- Full-time
…day. You'll facilitate new approaches to safety, combining technology with human-centered solutions to create an environment where safety and productivity thrive together. This isn't just…
Added 1 min ago
AI
Account Manager-Retail New Truck Sales
Altruck International Centres
Hamilton, ON
- Full-time
Product Knowledge: Maintain current knowledge of truck models, product specifications, features, technology, financing options, warranties, and industry trends.
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Account Manager-Retail New Truck Sales
Altruck International Centres
Guelph, ON
- Full-time
Product Knowledge: Maintain current knowledge of truck models, product specifications, features, technology, financing options, warranties, and industry trends.
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GL
Lighting & AV Systems Designer (CAD, DMX, Pixel) - Remote Canada
Green LED Lighting Solutions
Remote, Canada
- $70,000 to $85,000 CAD / year
- Full-time
- Remote
- Produce the design package from our design lead's markups: wiring and single-line diagrams, fixture and cable layouts, controller and addressing schedules, pathway and assembly drawings,…
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Lloyds Register
Halifax, NS
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Added 16 mins ago
Landing Gear and Brake Systems Integrator - Aerospace
Capgemini
Montreal, QC
…autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us…
Added 31 mins ago
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Senior Security Developer
nesto
Canada
- Full-time
…is simple from start to finish. Our team consists of skilled technology experts, caring mortgage specialists, and a diverse marketing team, all working together to lead change in the…
Added 31 mins ago
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Senior Security Developer
nesto
Canada
- Full-time
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Added 31 mins ago
Senior Electrical Manager
Give and Go Prepared Foods
Toronto, ON
…ensuring regulatory compliance. The successful candidate will lead electrical engineering initiatives, support capital project execution, and drive continuous improvement in electrical…
Added 46 mins ago
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Principal Platform Product Manager - Billing & Authentication
Jobgether
Canada
- $148,782 to $185,977 USD / year
- Full-time
…with an initial focus on billing and authentication. You will lead the transition from a legacy billing system to Stripe Billing while modernizing identity, access, and account management…
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Corporate Precision Agriculture Manager
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- Full-time
…John Deere Precision Agriculture strategy and other aligned technology, strengthen the customer experience, lead consistent processes, and team development across all five of our locations.…
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Agriculture Equipment Technician
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- Full-time
We're looking for Agricultural Equipment Technicians who lead by example, support a strong team environment, and deliver service excellence that reflects our promise of reliable,…
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Agriculture Equipment Technician
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Dietary Aide
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Dietary Aide
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Shoal Lake, MB
- Full-time
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Dietary Aide
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Dietary Aide
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Brandon, MB
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Added 1 hour ago
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Dietary Aide
Shared Health-Soins Communs
Brandon, MB
- Full-time
Under the direction of the Manager, Nutrition Services or Nutrition Services Supervisor and coordination of the Cook, Lead Hand or Clerk, the Dietary Aide is responsible for performing the…
Added 1 hour ago
SH
Dietary Aide
Shared Health-Soins Communs
Brandon, MB
- Full-time
Under the direction of the Manager, Nutrition Services or Nutrition Services Supervisor and coordination of the Cook, Lead Hand or Clerk, the Dietary Aide is responsible for performing the…

Porter Airlines Inc.

Intermediate Specialist, Service Management

Toronto, ON, Canada

Full-time

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Job details

Job type: Full-time
Experience: 3-5 years of experience in service management, IT operations, or a related discipline.
Posting language: English
Posted: Sep 28, 2026

Original job description

Job Summary

The Intermediate Specialist within the Service Management plays a pivotal role in ensuring that IT services are delivered effectively and meet the needs of the business, in alignment with ITIL (Information Technology Infrastructure Library) framework. This position is responsible for supporting and optimizing end-to-end service lifecycle processes - primarily focusing on Service Operation and Service Transition phases, with a strong contribution to Continual Service Improvement (CSI)

The role acts as a key facilitator and process steward, ensuring that service management practices are embedded, documented, measured, and improved continuously. Working under the guidance of the Team Lead, Service Management, this role coordinates the management of incidents, problems, service requests, and changes. It ensures that service delivery aligns with defined SLAs and OLAs and contributes to building and maintaining the service catalog, configuration management database (CMDB), and process documentation. The specialist supports the Change Advisory Board (CAB), performs post-incident reviews, and enables the ability to track performance trends using defined KPIs

This role requires the ability to work cross functionally, collaborating with technical teams, support staff, vendors and business stakeholders to ensure seamless service delivery. The specialist ensures adherence to ITIL best practices while tailoring processes to the organizations needs, with constant focus on service quality, efficiency, compliance, and customer satisfaction. The Intermediate Specialist will also contribute to the development of training awareness campaigns, and process maturity assessments. This position is integral to advancing the organization’s service management maturity and driving value through improved IT-business alignment, service reliability and customer experience.

For This Role, We Would Expect You To Be

Customer Centric: Services are viewed from the perspective of the customer or end user and you understand that delivering value and enhancing the user experience is central to effective service management.
Process-Oriented and Detail-Focused: You are structured in your approach, with a strong appreciation for process discipline, documentation, and continuous improvement. You take pride in delivering quality work.
Analytic and Insightful: You can interpret service data, detect trends, and make evidence-based recommendations. You are comfortable using metrics to measure service performance and drive change.
Proactive and Accountable: You take initiative to resolve issues, raise potential risks early, and follow through on commitments You own your responsibilities and actively seek ways to improve service delivery.

Duties & Responsibilities

- Manage and Support the full IT Service Management (ITSM) lifecycle, including Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement in alignment with ITIL best practices.
- Support ITSM Process Areas such as: Incident Management, Problem Management, Change Management, Configuration Management, Request Fulfillment and Knowledge Management
- Promote adoption and adherence to ITSM processes through training, communication, and stakeholder engagement.
- Ensure effective service operation processes, including timely incident resolution, proactive problem management, and structured change management.
- Act as an escalation point for unresolved issues, supporting major incident and problem coordination, including root cause analysis (RCA) and post-incident reviews.
- Analyze recurring incidents and known errors to identify trends and support proactive problem management.
- Work cross-functionally to design and implement service transition plans, ensuring new or updated services are operationally ready, supportable, and meet business requirements.
- Collaborate with service owners to ensure consistent, high-quality service delivery.
- Participate in release and deployment activities, establishing acceptance criteria for new or updated services to ensure they are properly transitioning into operations.
- Ensure that operational processes support agreed service level agreements (SLAs) and Operational level agreements (OLAs)
- Facilitate and coordinate standard, normal, and emergency change requests according to approved change enablement procedures.
- Support the Change Advisory Board (CAB) by preparing agendas, evaluating change risks, assessing impacts, and capturing decisions and follow-ups.
- Participate in the design, development and maintenance of the service catalog and configuration management (CMDB) to ensure accuracy.
- Assist in the configuration, maintenance, and enhancement of ITSM tools.
- Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy

Major Incident Management and Follow Up

Lead the end-to-end Major Incident Management (MIM) process for high impact IT incidents, ensuring rapid response, clear communication and effective resolution.
Act as the single point of contact for all major incidents, coordinating cross-functional technical teams and third vendors in real-time.
Participate in a 24x7x365 on-call incident management rotation. Provide after-hours and weekend support as required based on the on-call schedule.
Establish and facilitate war rooms or bridge calls to diagnose issues, drive resolution, and maintain control throughout the incident lifecycle.
Ensure timely stakeholder communication, including status updates to business leaders, IT leadership and affected users.
Maintain detailed incident timelines and logs to capture actions, decisions, and outcomes during incident resolution.
Conduct Post-Incident Reviews (PIR) and lead Root Cause Analysis (RCA) efforts to identify underlying issues and recommend preventative actions.
Contribute to the enhancement of the incident management processes, playbooks, escalation paths and communication protocols.

Process Management

Participate in the development and documentation of ITIL-aligned service management processes (e.g.,incident, change, request, and problem management).
Perform gap analyses, participate in process maturity assessments, and recommend action plans to close gaps in alignment with organizational goals.
Assist with change advisory board (CAB) coordination and change schedule reviews
Ensure compliance with standardized service management practices.

Service Reporting and Metrics

Design, develop and maintain custom dashboards in Splunk to monitor application logs, system metrics, and key performance indicators (KPIs)
Create and configure Dynatrace dashboards to visualize application performance, user experience, and infrastructure health.
Define and implement alerts and monitoring thresholds within Splunk and Dynatrace to proactively detect and address system issues.
Collaborate with development and operations teams to gather requirements for observability dashboards and ensure visibility into critical business and technical metrics
Optimize existing dashboards for usability, performance, and clarity, ensuring actionable insights are easily accessible to stakeholders.
Prepare regular service performance dashboards and reports for stakeholders.
Track key performance indicators (KPIs) and identify areas for improvement.
Analyze trends in service availability, incident volumes, and request types to identify areas for improvement or automation.
Provide regular performance updates to stakeholders, highlighting risks, gaps, and recommendations for improvements.
Monitor, Analyze, and report on service performance against SLAs/OLAs

Customer & Stakeholder Engagement

Service as a liaison between business units and IT or operations.
Respond to service-related inquiries and provide support to internal customers.
Help manage expectations and communication during service disruptions or planned changes.
Collect feedback from users and stakeholders to inform service improvements and support value co-creation.
Facilitate workshops, briefings and training sessions on service management processes and tools when required.

Continuous Improvement

Identify inefficiencies and propose enhancements to improve service quality and delivery.
Support initiatives to improve user experience and reduce operational risk.
Participate in audits and risk assessments related to service management processes.
Champion a culture of continuous improvement, engineering excellence, and cross-functional collaboration

Behavioural Competencies

Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
Teamwork: Working collaboratively with others to achieve organizational goals.
Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications

Bachelor’s degree in Information Technology, Business Administration, or a related field.
3-5 years of experience in service management, IT operations, or a related discipline.
Demonstrates an understanding of modern ITSM practices and how they align with ITIL service value system (SVS)
Ability to analyze and interpret service data, metrics, and KPIs to inform decisions and drive improvements.
Strong documentation and reporting skills, with the ability to create process workflows, SOPs, and service reports.
Experience working in a structured ITSM tool environment.
ITIL Foundation (V4 or newer) Strongly Recommended.
Familiarity with SLAs, service reporting, process development.
Practical Knowledge of integrating ITIL practices with Agile, Lean, or Devops methodologies.
Knowledge of Service Operations tools (e.g., Zendesk, Jira, PagerDuty, Dynatrace, Splunk, etc)
Demonstrated leadership in on-call rotations and incident resolution

Location

Toronto Downtown Office (250 Yonge Street)

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves North America, including a coast-to-coast domestic Canadian network, the U.S., Mexico, the Caribbean and Central America. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and X.

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More about this job

Responsibilities

Coordinate and improve IT service management processes across incident, problem, change, configuration, request, and service transition activities, including leading major incident response and post-incident reviews. Develop service dashboards and reports, monitor performance against SLAs and OLAs, support stakeholder engagement and process adoption, and identify opportunities for continual improvement.

Requirements

A bachelor’s degree in Information Technology, Business Administration, or a related field and 3–5 years of experience in service management, IT operations, or a related discipline are specified. Candidates should understand ITIL practices, analyze service metrics, document processes, work with ITSM tools, and demonstrate incident-resolution leadership; ITIL Foundation certification is strongly recommended.

Skills

IT Service Management
ITIL
Major Incident Management
Incident Management
Problem Management
Change Management
Configuration Management
Service Transition
Continual Service Improvement
Root Cause Analysis
Service Level Management
Service Reporting
KPI Analysis
Splunk
Dynatrace
Stakeholder Communication

Visa sponsorship

Not detected in the job text

Keywords

IT Service Management
ITIL
ITIL Service Value System
Incident Management
Major Incident Management
Problem Management
Change Management
Configuration Management
Request Fulfillment
Knowledge Management
Continual Service Improvement
Service Transition
Change Advisory Board
Service Level Agreements
Operational Level Agreements
Root Cause Analysis
Post-Incident Reviews
Service Catalog
Splunk
Dynatrace
Dashboards
Key Performance Indicators
Service Reporting
Agile
Lean
DevOps
ITSM Tools
On-Call Rotation
Airlines and Aviation

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