General Dynamics Mission Systems
Technology
ITServiceManager
Neural analysis suggests this role is
optimal for mid candidates.
“IT Service Manager at General Dynamics Mission Systems. Skills: IT Service Management, End-User Support, Team Leadership. Lead Service Desk and End User Services teams. Ensure delivery of IT support to employees”
What You'll Achieve.
Provide quality and timely service to employees; Ensure users have IT tools, services, and support; Meet business needs; Champion the end-user experience; Steward ITIL-informed processes; Act as key stakeholder for ServiceNow implementation
Industry & Context.
Practical problem-solving; Ask “why are we doing things this way?”; Ask “how can we make it better?”
Security assessed, Obtain and maintain Canadian security clearance
What They're Looking For.
Must Have
Degree or diploma in information technology / systems, engineering, or a related discipline, Experience delivering IT services within an organization, Experience building, leading, and developing teams with direct reports, Experience managing the delivery of projects, Experience delivering IT services in line with the ITIL framework, Effective relationship building and communication skills to engage across all levels of the organization, user community, and suppliers, Proven leadership, team building, mentorship, and performance management skills, Broad understanding of technology, applications, and infrastructure, Passion for quality user experience and continuous improvement, An enthusiasm to contribute and take ownership of work in your space, Won’t be afraid to ask “why are we doing things this way?” and “how can we make it better?”
Nice to Have
Experience working in a large, complex IT environment, Experience working with an IT service management tool like ServiceNow, Detailed knowledge of the ITIL framework and its practices and guiding principles, Previous business analyst or business case development experience, Experience working with or familiarity with AI/ML models
What You'll Do.
Lead Service Desk and End User Services teams
Ensure delivery of IT support to employees
Comply with established service level targets
Leverage ITIL practices in day-to-day delivery
and continuously improve IT tools
Develop roadmaps for apps and services
Develop and own team's processes and procedures
Develop and own related metrics and KPIs
Manage software and hardware asset configuration
Manage timely renewal of maintenance contracts
Manage software licensing and hardware purchases
Manage team's performance
Manage team's career development
Manage team's learning and development
Manage team's personal growth
Grow and develop team's capabilities
Liaise with client groups to identify needs
Work with other IT leaders to set departmental
Work with other IT leaders to set priorities
Work with other IT leaders to set policies
Gather stakeholder requirements
Drive and manage team's projects
Align service delivery practices with counterparts
Ensure compliance with all regulatory requirements
Develop business hours support schedules
Develop after-hours support schedules
How You'll Work.
Team & Collaboration
IT leadership team; Client groups across business; Other IT leaders; Counterparts in UK and US
Communication Scope
Effective communication; Engage with stakeholders
Process & Methodology
Project delivery
Full Job Description
Build bold. Deliver impact. Win together. At General Dynamics Mission Systems–Canada, we’re not just engineering technology — we’re shaping the future of defence and security. Our teams design and deliver advanced, mission-critical solutions that enhance national security, strengthen communities, and protect the people we serve. If you’re looking for meaningful work that contributes to a safer, more secure world, you’ll find purpose here. Every day, your skills will directly impact programs that matter. We are currently hiring for an IT Services Manager out of our Ottawa office. We are looking for a strategic, people‑focused leader to head the IT Service Desk and End‑User Services functions. As part of the IT leadership team, you will be accountable for providing quality and timely service to employees across all our sites in Canada, ensuring users have the IT tools, services, and support to meet their business needs. The successful candidate will report to the Head of IT and will champion the end‑user experience, steward ITIL‑informed processes, and act as a key stakeholder for our ServiceNow implementation. You will have strong customer focus, effective communication skills, and experience engaging with stakeholders across all levels of an organization. Your Day to Day Will Include * Leading the Service Desk and End User Services teams to ensure delivery of IT support to employees in Calgary, Ottawa, Sherbrooke, and Halifax as well as other remote locations in compliance with established service level targets * Being the front line for IT leveraging ITIL practices in the day-to-day delivery of end user services * Maintenance, development, and continuous improvement of IT tools (e.g. Service Now) used for the delivery of services to users * Developing roadmaps for apps and services considering things like business needs, costs, and end of life * Development and ownership of the team’s processes and procedures and related metrics and KPIs * Accurate software and har
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