Bombardier designs, builds, and maintains the world’s peak-performing aircraft. We are looking for a Service Delivery Analyst in Montreal to serve as the primary interface with local business units, ensuring regional service delivery meets our global standards.
What You'll Do
- Interface with local business units and functions daily on site in Montreal.
- Act as the primary escalation point for support or delivery issues, driving operational performance and stable operations.
- Ensure regional service delivery aligns with global BIS standards, identifying issues and gaps and driving their resolution.
- Monitor service quality KPIs at the site level, including availability and real-time issues within the ITSM tool.
- Maintain a solid understanding of the services supported by BIS and those our supplier is contracted to deliver.
- Develop and maintain positive working relationships with our suppliers, the business, and other BIS teams.
- Support IT Service Management processes to effectively maintain technology operations and delivery.
- Use ServiceNow and its reporting capabilities to track incidents, requests, and defined KPIs and SLAs.
What We're Looking For
- A university degree or college diploma in a relevant field (Technology, Computer Science, Project Management) or equivalent relevant experience.
- 2 to 5 years of experience in IT Service Management, IT Technical Support, or customer-facing roles.
- Strong communication skills in both English and French.
- Ability to effectively provide strong customer-facing service.
- IT generalist skills.
- Ability to manage relationships and deliverables within a global team.
- Strong interpersonal and communication skills with the ability to work effectively with a wide range of individuals.
- Excellent customer service with a focus on problem-solving and achieving results.
- Well-developed organizational and time management skills, including the ability to manage multiple tasks simultaneously with attention to detail in a fast-paced environment.
Technical Stack
- ServiceNow
Team & Environment
You will be part of a global team, collaborating closely with both local business units and international colleagues to deliver high-quality IT services.
Benefits & Compensation
- Comprehensive insurance plans including dental, medical, life insurance, and disability.
- Competitive base salary.
- Retirement savings plan.
- Employee Assistance Program.
- Tele Health Program.
Work Mode
This position offers a hybrid work model and is located in Montreal, Canada.
Bombardier is an equal opportunity employer and encourages persons of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability, or other applicable legally protected characteristics to apply.
