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Added 5 mins ago
F
Webber - Project Manager - Infrastructure Management
Ferrovial
Hamilton, ON · CAN - Webber - Infra - Hamilton
- Full-time
…using field experience, innovative construction methods and BIM technology. As a subsidiary of Ferrovial, Webber has access to a global network of skilled engineers, best-in-class…
Added 5 mins ago
Product Builder
Branch
Toronto, ON
…skills to bring ideas to life. This might mean you’re a product manager who loves to actually build what you’ve specified, or a software developer who would love to take a deeper hand in…
Added 5 mins ago
M
Technical Delivery Lead
McKesson
Mississauga, ON
- Full-time
The Technical Delivery Lead, HCM Technology provides end-to-end technical delivery leadership across McKesson’s HCM technology portfolio. This role is accountable for ensuring complex,…
Added 5 mins ago
M
HR Technology Solutions Manager
McKesson
Mississauga, ON
- Full-time
We are looking for a smart, curious, and technically grounded HR Technology Solutions Manager to own and evolve technology solutions supporting several of our HR functions, including Talent…
Added 5 mins ago
C
Strategic Partnerships Manager Co-op
CIBC
Toronto, ON
- Full-time
…offerings and create better experiences for our clients. As a Manager, Cards Partnerships, you'll support the development and execution of partnership strategies that drive client…
Added 20 mins ago
BP
HR & Pay Systems Analyst
Bruce Power
Bruce Power
- Full-time
The HR and Pay Systems Analyst report to the Section Manager, Human Resource - Pay Services and through the application of HR/ Payroll System knowledge, support the delivery of accurate and…
Added 20 mins ago
D
Team Lead - Health Services
Dynacare
Toronto, ON
- Contract
Provide guidance and report to Regional Manager, Health Services any investigation, documentation and implementation of preventative measures for all workplace accidents, injuries, and…
Added 20 mins ago
DC
Registered Nurse (RN) - Permanent Full-time
Durham Community Health Centre
Oshawa, ON
- Full-time
Position Reports to: Manager, Integrated Care and Experience
Added 20 mins ago
DC
Registered Nurse (RN) - Permanent Full-time
Durham Community Health Centre
Pickering, ON
- Full-time
Position Reports to: Manager, Integrated Care and Experience
Added 20 mins ago
M
Senior Project Manager - CRM Implementation
Maarut
Montréal-Est, QC · Montreal/Quebec city, Quebec
- Contract
issues for managers and senior management. Large-scale CRM implementation
Added 20 mins ago
C
Account Coordinator
CarltonOne
Markham, ON
- Full-time
CarltonOne is a global B2B technology leader, and part of the Goldman Sachs portfolio, helping organizations around the world reward and inspire exceptional people. Our solutions empower…
Added 20 mins ago
KI
Finance Project Manager
KYYBA Inc
Montreal, QC
- Contract
…departments within the organization. the Business, PMO and Technology organizations in New York, New Jersey, Montreal, Mumbai, London and…
Added 35 mins ago
MC
Financial Services Representative - Full Time
Meridian Credit Union
Mississauga, ON
- $50,000 to $53,000 CAD / year
- Full-time
Develop goals with Manager that are clearly defined, measurable and achievable, and align them to business unit and strategic priorities for Meridian
Added 35 mins ago
UH
Epic Application Analyst - Patient Flow
University Health Network
Toronto, ON
- Full-time
Reports to: Application Manager, Epic Patient Flow
Added 35 mins ago
UH
Project Manager
University Health Network
Toronto, ON
- Full-time
As a member of the UHN FM-PRO Redevelopment, under the Medical Imaging Capital project team, the Project Manager role will manage, organize and orchestrate medical equipment related…
Added 50 mins ago
Manager, Enterprise Data Platform & Governance
Vacances Air Canada Vacations / Air Canada Rouge
Montreal, QC
The Manager, Enterprise Data Platform & Governance will lead the team responsible for building, operating, scaling, and securing ACV’s core data infrastructure. In this role, you will be…
Added 50 mins ago
MD
IT Business Manager - State Prog Admin Manager Prin
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
This position provides agency-wide leadership in the planning, development, implementation, and management of information technology (IT) governance frameworks and portfolio management…
Added 50 mins ago
TI
Software Developer
Teckhorizon Inc
Toronto, ON
- Contract
Prepare technical documentation and provide post-implementation application support.
Added 50 mins ago
DC
Registered Nurse (RN) - Permanent Full-time
Durham Community Health Centre
Oshawa, ON
- Full-time
Position Reports to: Manager, Integrated Care and Experience
Added 50 mins ago
L
Sustainable Energy Advisor - GTA
Lightenco
Toronto, ON · Greater Toronto and Hamilton Area, ON
- Full-time
As a newly accredited Certified Energy Manager (CEM), you will play an important role in helping our clients reduce energy consumption, lower operating costs, and achieve their…
Added 50 mins ago
RH
Human Resource Information System Manager
Robert Half
BC · Fraser Valley, BC
- $90,000 to $125,000 CAD / year
- Full-time
Are you an HR technology professional who enjoys optimizing systems, turning complex data into meaningful insights, and driving process improvements? Our client is seeking a Manager, HRIS &…
Added 50 mins ago
DC
Registered Nurse (RN) - Permanent Full-time
Durham Community Health Centre
Pickering, ON
- Full-time
Position Reports to: Manager, Integrated Care and Experience
Added 50 mins ago
SM
Marketing Intern – CRM Research
SERV-ALL Mechanical Services LTD.
AB · Edmonton, AB
- Internship
Compare shortlisted solutions based on features, pricing, ease of use, integration capabilities, and implementation considerations.
Added 50 mins ago
WG
Registered Nurse
Wesdome Gold Mines
Wawa, ON
- $111,350 to $144,100 CAD / year
- Full-time
Reporting to the Human Resource Manager, the Registered Nurse is responsible for ensuring and promoting health and safety compliance and for providing health expertise through prevention,…
Added 1 hour ago
TM
Manager, Business Innovation
Toyota Motor Corporation
Kamloops, BC · Toyota Canada Inc - Head Office
- Full-time
Toyota Canada Inc. is currently looking for a strategic and collaborative Manager, Business Innovation to lead focused retail transformation initiatives to address Customer and Dealer…

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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