Skip to main content
Post your resume and find your next job on Indeed!

Centre Manager jobs in Quebec Province

Sort by: -
    • The role owns incident performance, customer outcomes, management coverage, workforce transformation and value realization from ServiceNow, CMDB, AI, automation…
    • View all SITA Switzerland Sarl jobs - Montréal jobs - Center Manager jobs in Montréal, QC
    • Salary Search: Gestionnaire mondial du centre de services/Manager Service Desk salaries in Montréal, QC
    • The base salary for this role ranges between $87,280- $120,010, with eligibility for an incentive target of 15% which is contingent upon achieving both…
    • Act as primary account manager for a data center operations client.
    • The Director of Data Center Operations serves as a strategic leader responsible for enabling…
    • Knowledge of airline commercial operations, call centre operations, or related travel industry experience an asset.
    • Ability to travel when required.
    • French/English Bilingual Requirement: No.
    • The incumbent is responsible for leading internal teams and/or external service providers accountable for delivering…
    • Accountable to lead complex daily Airport operations with care and class in assigned area, including check-in counters, gates, and security checkpoints,…
    • The Regional Operations Manager is responsible for the effective management of the account Technicians and providing operational leadership to the portfolio.
    • The Regional Operations Manager – HVAC is responsible for the effective leadership, technical oversight, and operational performance of a skilled trades team…
    • The role of Operations Project Manager directly supports Nordex's mission to develop and deliver clean power plants that make 100% renewable energy a reality…
    • Undergraduate degree in a relevant field of study certifying a minimum three (3)-year university program or hold a senior or senior executive staff position,…
  • View similar jobs with this employer
    • The Facility Manager III ensures that client facilities are operated and maintained cost-effectively, safely, efficiently as per the operating parameters of the…
  • Management experience is a must for more than 5 Years in the Automobile Industry Must be Bilingual Ready to work 7 days a week Available on…
    • Key Focus: The core focus of this role is to develop and maintain strong, trust-based relationships with customers across the assigned area within a territory…
    • As the Customer Service and Ground Operations Manager you will be responsible for planning, organizing, directing, and overseeing all activities related to…
    • The role of Operations Project Manager directly supports the company’s mission to develop and deliver clean power plants that make 100% renewable energy a…
Get email updates for the latest Centre Manager jobs in Quebec

By creating a job alert, you agree to our Terms . You can change your consent settings at any time by unsubscribing or as detailed in our terms.

Career Resources:

Job Post Details

Gestionnaire mondial du centre de services/Manager Service Desk
SITA Switzerland Sarl
Montréal, QC
•
Hybrid work
Full-time
Apply on company site

Job details

Pay information not provided
Employee assistance program, Work from home
Full-time
On call
Hybrid work in 770 Rue Sherbrooke O Ste 2300, Montréal, QC

Full job description

Overview:

WELCOME TO SITA

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don’t just move the world forward—we’re proud to be recognized as a Great Place to Work® by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM

The Global Service Desk Manager is accountable for the design, performance, governance and continuous improvement of the globally integrated Service Desk. The role owns incident performance, customer outcomes, management coverage, workforce transformation and value realization from ServiceNow, CMDB, AI, automation and service intelligence.

The future-state Global Service Desk operates as a consistent single front door across regions, shifts and channels. The role applies global standards through ServiceNow, trusted service and configuration data, common escalation paths, modern support capabilities and measurable customer outcomes.


WHAT YOU WILL DO

Global Strategy and Operating Model

  • Own the global Service Desk operating model across locations, shifts, queues, languages, channels and suppliers.
  • Define the Service Desk maturity and transformation roadmap across people, process, knowledge, tooling, AI, automation and data.
  • Establish clear governance and accountability, including decision rights, service boundaries, escalation paths and governance routines.

End-to-End Incident and Major Incident Accountability

  • Own end-to-end Incident Management performance, from initial contact through service restoration, closure and lessons learned.
  • Define and govern the Service Desk role in P1/Major Incidents, including escalation triggers, command interfaces, communications and record integrity.
  • Ensure resilient 24/7 leadership and clear ownership through effective on-call/delegated authority, escalation thresholds and backup coverage across regions and suppliers.

Customer Outcomes and Performance

  • Own customer and service performance outcomes, including restoration, customer effort, reliability, SLA, quality, confidence and experience.
  • Use customer feedback, service reviews and outcome-based reporting to identify and prioritize structural service improvements.

Data, Service Intelligence and Predictive Management

  • Establish trusted service intelligence, with consistent metrics, reporting cadence, ownership and data-quality controls.
  • Use integrated operational data and leading indicators to proactively manage demand, capacity, service degradation, repeat failures and SLA risk.

AI Adoption and Automation Value Realization

  • Define and govern the Service Desk AI strategy, including approved use cases, human oversight, risk controls, adoption and measurable benefits.
  • Drive automation and digital self-service across workflows, routing, triage, knowledge, summarization, virtual agents and proactive communications, measuring productivity, quality and customer outcomes.

ServiceNow Greenfield and CMDB Maturity

  • Lead ServiceNow Greenfield operational adoption and value realization, covering process alignment, readiness, training, cutover, workflows, dashboards, knowledge, catalog and self-service.
  • Drive CMDB maturity and service mapping, ensuring configuration data supports diagnosis, routing, impact analysis, reporting, automation and predictive management.

Risk, Governance and Improvement

  • Own continuous improvement, compliance and operational risk management, maintaining a prioritized improvement backlog while addressing security, audit, data protection, supplier, capacity and transformation risks.
Qualifications:

WHO YOU ARE

  • Global Service Desk Leadership – Proven experience leading complex, multi-location, multi-shift Service Desk operations across regions, channels and suppliers.
  • IT Service Management (ITSM) – Strong expertise in ITSM/ITIL practices, service operations, governance, SLAs and continuous service improvement.
  • Incident & Major Incident Management – Demonstrated ownership of end-to-end Incident Management, including P1/Major Incidents, escalation, restoration and post-incident improvement.
  • ServiceNow Transformation – Strong experience implementing, transforming or operationally adopting ServiceNow, including workflows, queues, dashboards, knowledge, service catalog and self-service.
  • CMDB & Service Mapping – Practical knowledge of CMDB maturity, configuration data quality and service mapping to improve diagnosis, impact assessment, routing and service management.
  • AI & Automation – Experience in applying AI and automation to Service Desk operations, including triage, routing, knowledge, self-service, virtual agents and workflow automation.
  • Data & Service Intelligence – Strong analytical capability using KPIs, operational data, dashboards and leading indicators to manage performance, capacity, service risks and improvement.
  • Customer & Business Outcome Focus – Proven ability to improve customer experience, service reliability, restoration performance, quality and SLA outcomes rather than focusing only on operational activity.
  • Transformation & Continuous Improvement – Demonstrated ability to develop maturity roadmaps, lead large-scale change, prioritize improvement initiatives and deliver measurable operational benefits.
  • Governance, Risk & Stakeholder Leadership – Strong capability in governance, decision-making, supplier management, security/compliance controls, risk escalation and senior stakeholder engagement.


WHAT WE OFFER


We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

Flex Week: Work from home up to 2 days/week (depending on your team's needs)

  • Flex Day: Make your workday suit your life and plans.

Flex-Location: Take up to 30 days a year to work from any location in the world.

Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
Compensation Note: Hidden (-999)
Let Employers Find YouUpload Your Resume