Specialist - Modern Workplace and Platform Services - (Operations Mobility) - Temporary

Belonging to Air Canada is belonging to a Canadian symbol, Air Canada recently elected best airline in North America. Take off your career by joining our innovative and diverse team at the forefront of passenger air transport.

The objective of Service Management is to standardize the delivery of Air Canada's IT services to ensure consistency and constancy of the quality level offered both internally and by a third party, and to ensure that it complies with best practices in IT service management, as dictated by the IT Infrastructure Library and Information Technology Service Management (ITSM) principles. The incumbent is responsible for Air Canada's strategy related to the operational mobile device fleet (iPad, digital assistants, iPhone) in terms of hardware standards, usage policy, and data management, and ensures that our suppliers provide appropriate services and performance to maintain business continuity.

The successful candidate will report to the Senior Service Manager – Modern Workplace and Platform Services.

Responsibilities:

• Define and update device usage policies specific to Operations.
• Act as a single point of contact for Operations Mobility, supporting business integration, technical requirements gathering, and alignment with operational needs.
• Coordinate deployment activities across teams.
• Lead pre-deployment planning to ensure readiness.
• Manage supplier readiness and mobilization.
• Build and maintain strong relationships with internal stakeholders.
• Gather and maintain mobility requirements from operational business units.
• Collaborate with business units to guide policy improvements, standards, and associated governance.
• Support ongoing maintenance of model design and workflows.
• Train frontline support teams on new features, new devices, and new operational workflows.
• Track recurring issues and recommend improvements.
• Maintain a structured feedback loop in the field.
• Gather user feedback and identify pain points.
• Translate operational feedback into actionable measures for mobile device and hardware management teams.
• Plan and coordinate change communications.
• Collaborate with Corporate Communications to convey required messages to end-users.
• Ensure stakeholder coordination by identifying affected groups and aligning timelines across teams.

Qualifications

• University degree or relevant technical certificate, or proportional experience in the position.
• At least five years of experience in mobile device management.
• Ability to manage a high degree of technology complexity and encourage autonomous decision-making regarding the adoption of best practices in technology.
• Demonstrated strong technical knowledge to drive strategic technological priorities.
• Adaptability and flexibility: ability to operate effectively under pressure or in highly changing or uncertain conditions, and to remain composed in the face of hostility or provocation. Openness to new or different ways of working; willingness to modify preferred working methods.
• Accountability and credibility: ability to take responsibility for team results and direction. Demonstrated commitment to being perceived as accountable, reliable, and trustworthy.
• Customer orientation: willingness to satisfy external and internal customers.
• Results orientation: determination to achieve expected results in one's own work and that of one's unit, to set ambitious goals, and to focus efforts on achieving or exceeding them.
• Forward-thinking: anticipation of consequences of given situations, and ability to take appropriate measures to prepare for any eventuality.
• Promoting teamwork: ability and desire to work collaboratively with other team members. As a team leader, willingness, ability, and effectiveness in leading groups to work cooperatively.
• Analytical thinking: ability to analyze a problem logically, systematically, and sequentially.
• Interpersonal skills: ability to notice, interpret, and anticipate the concerns and feelings of others, and to show empathy towards them.
• Demonstrate punctuality and reliability to promote overall team success in a fast-paced environment.

Employment conditions:

Candidates must be eligible to work in the relevant country at the time an employment offer is made and are responsible for obtaining necessary work permits, visas, or other authorizations. Proof of eligibility must be provided before the start date.

Language requirements

All things being equal, preference will be given to bilingual candidates.

Diversity and inclusion

Air Canada is firmly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding workplace that values the unique contribution of our employees to the success of our company.

As an employer that guarantees equal access to employment, we encourage the most diverse applications in order to build a varied workforce representative of our customers and the communities where we live and offer our services.

Air Canada thanks all candidates for their interest, but only those selected for an interview will be contacted.