- Company Name
- De Havilland Aircraft of Canada Limited
- Job Title
- Manager, Application Support
- Job Description
-
**Job title:** Manager, Application Support
**Role Summary:** Lead a team of System Analysts to deliver reliable, secure, and efficient enterprise application support. Oversee governance, process improvement, and vendor relationships to align application services with business objectives.
**Expectations:** Deliver on SLA commitments, drive continuous improvement, maintain portfolio health, ensure compliance with security and regulatory standards, and provide strategic guidance to IT and business stakeholders.
**Key Responsibilities:**
- Manage daily operations of the Application Support team, ensuring high‑quality service delivery and SLA compliance.
- Establish and enforce ITIL‑aligned best practices for incident, problem, and change management.
- Monitor KPIs, analyze trends, and implement automation to improve efficiency.
- Own the application portfolio, develop upgrade and rationalization roadmaps, and oversee lifecycle management.
- Ensure regulatory compliance, corporate policies, and security standards are met.
- Collaborate with IT leadership, business units, and external vendors to define application strategy and manage contracts.
- Coach and mentor team members, fostering accountability and continuous learning.
- Support budgeting, forecasting, and license/maintenance expense monitoring.
- Champion change management to facilitate smooth adoption of new tools and processes.
**Required Skills:**
- 12+ years of IT experience, 10+ years in software/application support.
- 3+ years of leadership managing technical support teams.
- Hands‑on experience with COTS and SaaS solutions.
- Deep knowledge of ITIL processes (incident, problem, change, service request) and root‑cause analysis.
- Proven vendor management, contract negotiation, and service‑level accountability.
- Ability to support enterprise‑class applications in complex, multi‑system environments.
- Strong analytical, problem‑solving, and strategic thinking.
- Excellent written, verbal, and presentation communication; ability to engage senior stakeholders.
- Strong organizational discipline.
**Required Education & Certifications:**
- Bachelor’s degree or technical diploma in Computer Science, Information Technology, or related field (or equivalent).
- ITIL Foundation certification (advanced ITIL certifications highly desirable).
- DevOps, Agile, or related certifications considered a strong asset.