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Added 7 mins ago
AS
Hospitality Manager
Atria Senior Living
Winnipeg, MB · MB-Winnipeg
- Full-time
Atria Senior Living’s family of brands has openings for individuals looking for a career with outstanding benefits, including:
Added 7 mins ago
MC
Senior Manager, Operational Excellence
Meridian Credit Union
St. Catharines, ON · Toronto, ON · Etobicoke, ON
- Full-time
The Senior Manager translates enterprise and Operations priorities into a practical improvement roadmap, supported by disciplined opportunity intake, business cases, delivery governance,…
Added 7 mins ago
MC
Senior Manager, Member Relations & NPS
Meridian Credit Union
St. Catharines, ON · Toronto, ON · Etobicoke, ON
- Full-time
Reporting to the Director, Operational Excellence & Controls, the Senior Manager, Member Relations and NPS leads Meridian’s enterprise approach to escalated Member concerns, complaint…
Added 7 mins ago
WO
Speech Pathologist - Speech Therapy Corporate
William Osler Health System
Toronto, ON · Etobicoke, Ontario
- Part-time
A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills…
Added 7 mins ago
L
Full Stack Engineer, Agentic AI
Lazer
Remote, Canada
- Contract
- Remote
Lazer is a world-class digital product studio composed of 180+ senior engineers and designers with backgrounds from companies like Apple, Google, Coinbase, and more. With our product…
Added 7 mins ago
RB
Senior Relationship Manager, Retail Financial Services
Royal Bank of Canada
Montreal, QC
- Full-time
We are looking for a Senior Relationship Manager, Retail Financial Services to join our Automotive Finance team. In this strategic role, you will be responsible for developing and…
Added 7 mins ago
RB
Estate Administrator
Royal Bank of Canada
Montreal, QC
- Full-time
Investigate all inquiries and administrative errors and refer more complex issues to the Senior Officer
Added 22 mins ago
CP
Senior Manager, Cybersecurity Operations & Vulnerability Management
CAAT Pension Plan
Toronto, ON · Head Office
- Full-time
Reporting to the Senior Director, Cybersecurity Operations and Vulnerability Management, the Senior Manager, Security Operations & Vulnerability Management leads CAAT’s enterprise security…
Added 22 mins ago
Data Engineer
CareRx
Toronto, ON
At CareRx, we are shaping the future of senior care through pharmacy services that make a real difference. As Canada’s trusted leader in specialty pharmacy services for long-term care,…
Added 22 mins ago
RU
Capital Markets Accounting Advisory Director
RSM US LLP
Toronto, ON
- Full-time
Develops and mentors managers and senior team members while supporting practice growth and client relationship development.
Added 22 mins ago
Loyalty & Guest Feedback Coordinator
Northland Properties
Vancouver, BC
Northland Properties is seeking a detail-orientated and tech-savvy Marketing Specialist to join our dynamic Shared Services Marketing team. This unique role supports the overall strategy…
Added 22 mins ago
D
Senior Architectural Contract Construction Administrator
DIALOG
Prince George, BC
- Full-time
DIALOG is seeking an experienced Senior Architectural Contract Construction Administrator to provide site-based architectural leadership for the University Hospital of Northern British…
Added 22 mins ago
A
Cyber Security Health Industry Lead
Accenture
Calgary, AB · Vancouver, BC · Ottawa, ON · Toronto, ON · Montreal, QC
- Full-time
Our security practice is currently looking for a Senior Manager to focus on helping our health industry clients mitigate cyber security risks using our range of end-to-end security services.
Added 22 mins ago
R
Senior Quality Engineer
RBC
Toronto, ON
- Full-time
…initiatives. The role covers enterprise applications, backend services, and batch processes, including testing for TSS remediation, vulnerability fixes, Windows end-of-life upgrades, NTLMv1…
Added 22 mins ago
EC
Director, Communications and Engagement
ErinoakKids Center for Treatment and Development
Mississauga, ON
- Full-time
The Director reports to the Vice President, Communications and Engagement, and leads the communications, development and family engagement streams, ensuring these functions work together to…
Added 22 mins ago
K
Consultant- Transfer Pricing
KPMG
Montreal, QC
- Full-time
…join a team of knowledgeable and experienced Transfer Pricing Services professionals, including internationally oriented economists, tax practitioners, accountants, and lawyers, who assist…
Added 22 mins ago
MC
Senior Manager, Operational Excellence
Meridian Credit Union
St. Catharines, ON
- Full-time
The Senior Manager translates enterprise and Operations priorities into a practical improvement roadmap, supported by disciplined opportunity intake, business cases, delivery governance,…
Added 22 mins ago
R
Estate Administrator- EN
RBC
Montreal, QC
- Full-time
Investigate all inquiries and administrative errors and refer more complex issues to the Senior Officer
Added 22 mins ago
SC
Chef de Projet Electronique (Senior)
SII Canada
Montreal, QC
- Full-time
Added 22 mins ago
WO
Speech Pathologist - Speech Therapy Corporate
William Osler Health System
Toronto, ON · Etobicoke, ON
- Part-time
A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills…
Added 22 mins ago
R
Senior Relationship Manager, Retail Financial Services- EN
RBC
Montreal, QC
- Full-time
We are looking for a Senior Relationship Manager, Retail Financial Services to join our Automotive Finance team. In this strategic role, you will be responsible for developing and…
Added 22 mins ago
OI
Operations Manager
Outhire Inc.
Toronto, ON · North York, ON
- $80,000 to $100,000 CAD / year
- Full-time
Process Improvement & Systems Development (10%)
Added 22 mins ago
WO
Speech Pathologist - Speech Therapy Corporate
William Osler Health System
Toronto, ON · Etobicoke, ON
- Part-time
A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills…
Added 22 mins ago
KR
Senior Tax Manager
Kassen Recruitment
Toronto, ON
- $160,000 to $180,000 CAD / year
- Full-time
The successful candidate will play an important role in the continued development of the practice, working closely with senior leadership to build market visibility, foster professional…
Added 22 mins ago
LS
Research Scientist
LeverageTek Staffing Solutions
Ottawa, ON
- Full-time
LeverageTek is actively seeking a Senior Research Scientist for a permanent, full-time position with its Ottawa-based customer.

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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