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Added 14 mins ago
Senior Product Analyst, Consumer Analytics (f/m/x)
HelloFresh
Toronto, ON
Partner widely across the Senior Product organisation (Product, Software Engineering, UX leads) to set strategic priorities and promote a culture rooted in evidence-based decision making.
Added 14 mins ago
R
Senior Consultant in Forensic Materials/Principal en judiciaire des Materiaux
Rimkus
Montreal, QC
- Full-time
The Materials practice is seeking a senior-level forensic materials consultant with laboratory experience. The company is firmly established as a recognized leader in failure/root cause…
Added 14 mins ago
CI
Account Director
Citylitics Inc.
Toronto, ON
- Full-time
…high-value sales intelligence. Leading infrastructure vendors, engineering firms, and construction companies use the platform to identify and pre-position for major infrastructure…
Added 14 mins ago
R
Senior Consultant in Forensic Materials/Principal en judiciaire des Materiaux
Rimkus
Montreal, QC
- Full-time
The Materials practice is seeking a senior-level forensic materials consultant with laboratory experience. The company is firmly established as a recognized leader in failure/root cause…
Added 30 mins ago
A
Senior Acoustic and Vibration Engineer
AECOM
Burnaby, BC · Mississauga, Ontario
- $85,000 to $135,000 CAD / year
- Full-time
…and construction managers and other professionals delivering projects that create a positive and tangible impact around the…
Added 44 mins ago
VB
Senior Engineer, Infrastructure / Mining
Vale Base Metals
Sudbury, ON
- Full-time
We are currently seeking a Senior Engineer, Mining / Infrastructure to join our Mines Technical Services team at Creighton Mine in Sudbury. This is a permanent position.
Added 44 mins ago
CO
Project Manager, Parks Delivery
City of Vaughan
Vaughan, ON
- $126,650 to $148,162 CAD / year
- Contract
The Project Manager is a senior position within the Department that play an important leadership role in the advancement of key projects for Vaughan residents and visitors. The Project…
Added 1 hour ago
TB
Senior Estimator
Toitures Brault / Brault Roofing
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Role Description The Senior Estimator is a full-time, on-site role based in the Greater Toronto Area, Canada. This role is responsible for preparing detailed estimates for roofing projects,…
Added 1 hour ago
HE
CADD Technician – MDOT Projects
Hennessey Engineers
Brampton, ON · Regional Municipality of Peel, ON
- Full-time
…civil engineers, project managers, surveyors, and construction engineering staff to develop accurate, constructible traffic plans and details used to construct roadway, bridge, water main,…
Added 1 hour ago
FS
Business Analyst, Pension
Financial Services Regulatory Authority (FSRA)
Toronto, ON · FSRA Head Office
- Full-time
…written/verbal instructions and information to clients on re-engineering solutions, prepare reports, presentations, and provide recommendations to senior management and…
Added 1 hour ago
EG
Safety Chief - RAMS and Systems Assurance
Egis Group
Toronto, ON · Hamilton, Ontario
- Full-time
Safety Chief - RAMS and Systems Assurance is a senior leadership role based in Toronto, ON, Canada, responsible for directing system safety, reliability, availability, maintainability, and…
Added 1 hour ago
EI
Safety Chief - RAMS and Systems Assurance
Egis in Canada
Toronto, ON
- Full-time
Safety Chief - RAMS and Systems Assurance is a senior leadership role based in Toronto, ON, Canada, responsible for directing system safety, reliability, availability, maintainability, and…
Added 2 hours ago
N
Manufacturing Manager
NPAworldwide
Brantford, ON
- Full-time
Support automation initiatives, equipment implementation, and capital projects
Added 2 hours ago
R&
Senior Commercial Manager
Robertson & Company Ltd.
Calgary, AB
- $120,000 to $150,000 CAD / year
- Full-time
…client offers an opportunity for an experienced commercial professional to influence investment decisions, lead complex transactions, and contribute to the continued expansion of renewable…
Added 2 hours ago
N
ELECTRICAL ENGINEER
NPAworldwide
AB · Edmonton, AB
- Full-time
…for our clients. Working under the guidance of the Electrical Engineering Supervisor and senior management team, you will engage in a fast-paced and collaborative environment, contributing…
Added 2 hours ago
Senior Fabrication Engineer
Subsea7
St. John's, NL
Subsea7 is seeking an experienced Senior Fabrication Engineer to join our engineering team in St John's, Newfoundland, Canada on a full-time, staff basis. Reporting to the Structural Team…
Added 3 hours ago
A
Bid Manager
ABOMIS
Canada
- Part-time
As we expand our international presence, we are looking for an experienced Senior Bid & Proposal Manager who understands the airport technology market and knows how to turn complex RFP…
Added 3 hours ago
TT
Intermediate Electrical Engineer
Tetra Tech
Thunder Bay, ON
- Full-time
Work collaboratively on multidiscipline projects with our project managers, project engineers, and the other engineering disciplines in our offices.
Added 3 hours ago
WI
Geological Engineering Graduate
WSP in Canada
Mississauga, ON
- Volunteer
WSP is seeking a Geological Engineering Graduate to join our team. This role is ideal for a recent graduate who is passionate about rock mechanics, geotechnical engineering, and earth…
Added 3 hours ago
WI
Geological Engineering Graduate
WSP in Canada
Toronto, ON
- Volunteer
WSP is seeking a Geological Engineering Graduate to join our team. This role is ideal for a recent graduate who is passionate about rock mechanics, geotechnical engineering, and earth…
Added 3 hours ago
TT
Senior Piping Designer
Tetra Tech
Vancouver, BC
- Full-time
Tetra Tech is the leader in water, environment, and sustainable infrastructure, providing high-end consulting and engineering services for projects worldwide. Our 25,000 employees work…
Added 3 hours ago
TT
Lead Mechanical Engineer
Tetra Tech
Calgary, AB
- Full-time
Intermediate/Senior Engineers will prepare engineering calculations and reports for the following (based on experience or role):
Added 8 hours ago
V
Service Desk Capability and Incident Manager
Vanderlande
Vancouver, BC
- Full-time
…chance to make a significant contribution to industry-leading projects and be connected to our dedicated people and customers. We offer a position in an informal, international and…
Added 8 hours ago
TS
Mechanical Engineer Intermediate
TalentSphere Staffing Solutions
Ottawa, ON
- Full-time
Professional Development: Work alongside experienced engineering professionals with mentorship and knowledge-sharing opportunities.
Added 8 hours ago
SE
Senior Engineer, Building Automation and Control Systems
Schneider Electric
Calgary, AB · Milton, ON · Toronto, ON · Montreal, QC
- Full-time
Grow your skills and career. We commit to helping you grow with ongoing performance and development conversations, Senior Talent Program, global career opportunities, access to our…

Vanderlande

Service Desk Capability and Incident Manager

Vancouver, BC, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 20, 2026
Experience: 5+ years of experience in IT Operations, Service Management, Service Delivery, or Global Support organizations.
Posting language: English
Posted: Oct 28, 2026

Original job description

Job Title

Service Desk Capability and Incident Manager

Job Description

The Service Desk Capability and Incident Manager is responsible for the continuous development and optimization of the Global Support Center (GSC) within the Airports domain. The role drives capability management, service and process improvements, tooling enhancements, and operational excellence across the support organization.

In addition, the position serves as the designated Major Incident Manager for critical customer-impacting events, ensuring effective coordination, communication, and service restoration during disruptions to airport operations.

The role acts as a key link between Global Support Center operations, Service Delivery Managers, Experts, Product Development, and customers to ensure a reliable, scalable, and continuously improving support organization.

Key Responsibilities

Capability Management

Define and maintain the capability roadmap for the Global Support Center.

Identify capability gaps across people, processes, tools, and organizational governance.

Drive capability maturity improvements through structured development programs.

Develop standards, best practices, and operational frameworks for support teams.

Support competency development, training initiatives, and knowledge management.

Service Improvements

Lead Continual Service Improvement (CSI) initiatives across global support services.

Analyse operational performance, incident trends, and customer feedback to identify improvement opportunities.

Facilitate improvement workshops and drive implementation of improvement actions.

Establish, track, and report on service improvement objectives and benefits realization.

Ensure lessons learned are incorporated into operational processes and standards.

Tool & Automation Improvement

Own and drive the enhancement roadmap for support tools and platforms.

Work with operational teams to identify opportunities for automation and efficiency improvements.

Translate business requirements into tool improvements and development requests.

Improve operational reporting, dashboards, monitoring capabilities, and self-service functionality.

Ensure tools support standardized global ways of working.

Major Incident Management

Act as the Major Incident Manager for critical and high-severity incidents affecting airport operations.

Lead incident bridges and coordinate cross-functional technical teams during service disruptions.

Manage stakeholder communications during major incidents, including customer-facing updates.

Escalate risks and issues to senior management where required.

Chair post-incident reviews and ensure completion of Root Cause Analysis and corrective actions.

Maintain and improve the Major Incident Management process, governance, and reporting.

Qualifications & Skills

5+ years of experience in IT Operations, Service Management, Service Delivery, or Global Support organizations.

Experience in airport operations, logistics automation, or other mission-critical environments.

Proven experience leading major incidents in a 24/7 support environment.

Strong understanding of ITIL Incident, Problem, Change, and Continual Improvement practices.

Excellent stakeholder management, communication, and facilitation skills.

Strong analytical, structured problem-solving, and continuous improvement mindset.

Ability to influence and drive change across global teams without direct authority.

Proven ability to work effectively in an international environment across multiple continents, collaborating with globally distributed teams, customers, and stakeholders across different cultures and time zones.

About Vanderlande

Vanderlande builds automated systems for airports and parcel logistics - managing baggage from check-in to reclaim, and sorting parcels across some of the world's largest delivery networks. A place to grow, with people who bring out the best in each other.

What we offer

In this challenging and responsible position, you will have the chance to make a significant contribution to industry-leading projects and be connected to our dedicated people and customers. We offer a position in an informal, international and professional working environment with a lot of scope for personal development. By joining our profitable and growing company you will be able to reach your goals and focus on your future.

This position offers a competitive salary range of € 4.936,73 to € 6.699,85 gross per month (excluding 8% holiday allowance). Through exceeding performance expectations, you even have the possibility to grow outside this scale.

On top of your fixed salary, you’ll receive the following secondary benefits:

40 vacation days (20 statutory days and a flexible budget worth 20 days).
Flexible working hours.
A hybrid workplace (40% working from home and 60% in the office).
A Health & Wellbeing budget worth €300/calendar year.
Commuting allowance, including full reimbursement of travel by public transport.
Working from home allowance.
Collective pension scheme and discount on additional health insurance.
On-site company health centres with a gym, physiotherapists and occupational therapists.
Vanderlande Academy and training facilities to boost your skills.
A variety in Vanderlande Network communities and initiatives.
And a great company restaurant and coffee bar with barista.

Diversity & Inclusion

Vanderlande is an equal opportunity/affirmative action employer. Qualified applicants will be considered without regards to race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.

Background screening

For this position it is possible that a background screening will be conducted. This screening can include checks such as verification of identity, qualifications or other relevant records, which may include criminal background or sanctions list checks, in accordance with our internal policies and applicable laws. Any job offer may be extended under the condition that the screening does not give reason to reconsider the hiring decision. Candidates will always be informed about the process and their rights before any screening is initiated.

Apply About employer

More about this job

Responsibilities

The manager is responsible for the continuous development and optimization of the Global Support Center, including capability management and process improvements. They also serve as the Major Incident Manager for critical customer-impacting events to ensure effective service restoration.

Requirements

Candidates must have at least 5 years of experience in IT operations or service management, preferably within mission-critical environments like airports or logistics. Strong knowledge of ITIL practices and proven leadership in major incident management are essential.

Skills

Incident management
Capability management
ITIL
Continual service improvement
Stakeholder management
Problem solving
Communication
Facilitation
Root cause analysis
Operational excellence
Process improvement
Automation
Service delivery
Change management
Technical leadership

Benefits

40 vacation days
Flexible working hours
Hybrid workplace
Health and wellbeing budget
Commuting allowance
Working from home allowance
Collective pension scheme
Health insurance discount
On-site gym
Physiotherapy services
Occupational therapy services
Training facilities
Company restaurant

Visa sponsorship

Not detected in the job text

Keywords

IT Operations
Service Management
Global Support Center
Airport Operations
Logistics Automation
ITIL
Incident Management
Problem Management
Change Management
Continual Service Improvement
Root Cause Analysis
Capability Roadmap
Automation
Operational Excellence
Stakeholder Management
Dashboarding
Monitoring
Governance
Service Delivery
Technical Leadership

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