Job Summary
The Intermediate Specialist within the Service Management plays a pivotal role in ensuring that IT services are delivered effectively and meet the needs of the business, in alignment with ITIL (Information Technology Infrastructure Library) framework. This position is responsible for supporting and optimizing end-to-end service lifecycle processes - primarily focusing on Service Operation and Service Transition phases, with a strong contribution to Continual Service Improvement (CSI).
The role acts as a key facilitator and process steward, ensuring that service management practices are embedded, documented, measured, and improved continuously. Working under the guidance of the Team Lead, Service Management, this role coordinates the management of incidents, problems, service requests, and changes. It ensures that service delivery aligns with defined SLAs and OLAs and contributes to building and maintaining the service catalog, configuration management database (CMDB), and process documentation. The specialist supports the Change Advisory Board (CAB), performs post-incident reviews, and enables the ability to track performance trends using defined KPIs.
This role requires the ability to work cross functionally, collaborating with technical teams, support staff, vendors and business stakeholders to ensure seamless service delivery. The specialist ensures adherence to ITIL best practices while tailoring processes to the organizations needs, with constant focus on service quality, efficiency, compliance, and customer satisfaction. The Intermediate Specialist will also contribute to the development of training awareness campaigns, and process maturity assessments. This position is integral to advancing the organization’s service management maturity and driving value through improved IT-business alignment, service reliability and customer experience.
Duties & Responsibilities
ITSM Lifecycle Management
Manage and Support the full IT Service Management (ITSM) lifecycle, including Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement in alignment with ITIL best practices
Support ITSM Process Areas such as: Incident Management, Problem Management, Change Management, Configuration Management, Request Fulfillment and Knowledge Management
Promote adoption and adherence to ITSM processes through training, communication, and stakeholder engagement.
Ensure effective service operation processes, including timely incident resolution, proactive problem management, and structured change management
Act as an escalation point for unresolved issues, supporting major incident and problem coordination, including root cause analysis (RCA) and post-incident reviews
Analyze recurring incidents and known errors to identify trends and support proactive problem management
Work cross-functionally to design and implement service transition plans, ensuring new or updated services are operationally ready, supportable, and meet business requirements
Collaborate with service owners to ensure consistent, high-quality service delivery
Participate in release and deployment activities, establishing acceptance criteria for new or updated services to ensure they are properly transitioning into operations
Ensure that operational processes support agreed service level agreements (SLAs) and Operational level agreements (OLAs)
Facilitate and coordinate standard, normal, and emergency change requests according to approved change enablement procedures
Support the Change Advisory Board (CAB) by preparing agendas, evaluating change risks, assessing impacts, and capturing decisions and follow-ups
Participate in the design, development and maintenance of the service catalog and configuration management (CMDB) to ensure accuracy
Assist in the configuration, maintenance, and enhancement of ITSM tools
Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
Major Incident Management and Follow Up
Lead the end-to-end Major Incident Management (MIM) process for high impact IT incidents, ensuring rapid response, clear communication and effective resolution
Act as the single point of contact for all major incidents, coordinating cross-functional technical teams and third vendors in real-time
Participate in a 24x7x365 on-call incident management rotation. Provide after-hours and weekend support as required based on the on-call schedule
Establish and facilitate war rooms or bridge calls to diagnose issues, drive resolution, and maintain control throughout the incident lifecycle
Ensure timely stakeholder communication, including status updates to business leaders, IT leadership and affected users.
Maintain detailed incident timelines and logs to capture actions, decisions, and outcomes during incident resolution
Conduct Post-Incident Reviews (PIR) and lead Root Cause Analysis (RCA) efforts to identify underlying issues and recommend preventative actions
Contribute to the enhancement of the incident management processes, playbooks, escalation paths and communication protocols
Process Management
Participate in the development and documentation of ITIL-aligned service management processes (e.g.,incident, change, request, and problem management)
Perform gap analyses, participate in process maturity assessments, and recommend action plans to close gaps in alignment with organizational goals
Assist with change advisory board (CAB) coordination and change schedule reviews
Ensure compliance with standardized service management practices
Service Reporting and Metrics
Design, develop and maintain custom dashboards in Splunk to monitor application logs, system metrics, and key performance indicators (KPIs)
Create and configure Dynatrace dashboards to visualize application performance, user experience, and infrastructure health
Define and implement alerts and monitoring thresholds within Splunk and Dynatrace to proactively detect and address system issues
Collaborate with development and operations teams to gather requirements for observability dashboards and ensure visibility into critical business and technical metrics
Optimize existing dashboards for usability, performance, and clarity, ensuring actionable insights are easily accessible to stakeholders
Prepare regular service performance dashboards and reports for stakeholders
Track key performance indicators (KPIs) and identify areas for improvement
Analyze trends in service availability, incident volumes, and request types to identify areas for improvement or automation.
Provide regular performance updates to stakeholders, highlighting risks, gaps, and recommendations for improvements
Monitor, Analyze, and report on service performance against SLAs/OLAs
Customer & Stakeholder Engagement
Service as a liaison between business units and IT or operations
Respond to service-related inquiries and provide support to internal customers
Help manage expectations and communication during service disruptions or planned changes
Collect feedback from users and stakeholders to inform service improvements and support value co-creation
Facilitate workshops, briefings and training sessions on service management processes and tools when required
Continuous Improvement
Identify inefficiencies and propose enhancements to improve service quality and delivery
Support initiatives to improve user experience and reduce operational risk
Participate in audits and risk assessments related to service management processes
Champion a culture of continuous improvement, engineering excellence, and cross-functional collaboration
Behavioural Competencies
Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
Teamwork: Working collaboratively with others to achieve organizational goals.
Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
Qualifications
Bachelor’s degree in information technology, Business Administration, or a related field
3-5 years of experience in service management, IT operations, or a related discipline
Demonstrates an understanding of modern ITSM practices and how they align with ITIL service value system (SVS)
Ability to analyze and interpret service data, metrics, and KPIs to inform decisions and drive improvements
Strong documentation and reporting skills, with the ability to create process workflows, SOPs, and service reports
Experience working in a structured ITSM tool environment
ITIL Foundation (V4 or newer) Strongly Recommended
Familiarity with SLAs, service reporting, process development
Practical Knowledge of integrating ITIL practices with Agile, Lean, or Devops methodologies.
Knowledge of Service Operations tools (e.g., Zendesk, Jira, PagerDuty, Dynatrace, Splunk, etc)
Demonstrated leadership in on-call rotations and incident resolution
The following skills are preferred, but not essential
Location
Toronto Downtown Office (250 Yonge Street) #LI-Hybrid
Company Description
Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and X.
