Manager, Application Support

Job Description:

De Havilland is seeking a results-driven, collaborative, and forward-thinking Manager of Application Support to join our Information Technology team. Reporting to the Director, Enterprise Application Services and Modernization, this role provides leadership and oversight for the support, governance, and optimization of enterprise applications.You will lead a team of System Analysts, ensuring the delivery of reliable, secure, and efficient application support services across the organization. This position requires strong leadership, excellent communication skills, and a proven track record in application management, stakeholder engagement, and continuous improvement.Key ResponsibilitiesLead and oversee the daily operations of the Application Support team (System Analysts), ensuring high-quality service delivery and adherence to SLAs.Provide governance, strategic direction, and oversight for projects and initiatives to ensure delivery within agreed scope, budget, and timelines.Establish and enforce best practices for application support, incident, and problem management aligned with ITIL and industry standards.Monitor performance metrics and KPIs for application support, identifying trends, root causes, and opportunities for improvement.Conduct periodic reviews of support processes, implementing automation and efficiency improvements where possible.Own and maintain the application portfolio, including roadmaps for upgrades, rationalization, and lifecycle management.Ensure compliance with regulatory requirements, corporate policies, and enterprise security standards.Collaborate with IT leadership, business stakeholders, and external vendors to define enterprise application strategies and ensure alignment with organizational goals.Manage vendor relationships, contracts, and performance for third-party applications and services.Provide coaching, mentoring, and career development support to team members, fostering a culture of accountability, innovation, and continuous learning.Support IT financial management activities, including budgeting, forecasting, and monitoring of license and maintenance expenses.Champion change management practices to ensure smooth adoption of new tools and processes across the business.Build strong internal and external networks, serving as a trusted advisor and subject matter expert on application support best practices.Perform other related duties as required.Qualifications & EducationBachelor’s degree or technical diploma in Computer Science, Information Technology, or related field (or equivalent combination of education and experience).ITIL Foundation certification; advanced ITIL certifications (e.g., Service Operations, Continual Service Improvement) are highly desirable.DevOps, Agile, or related certifications are considered strong assets.Skills & Experience12+ years of progressive IT experience, including 10+ years in software/application support.3+ years of proven leadership experience managing technical support or application support teams.Strong technical background with hands-on experience supporting both COTS (Commercial Off-the-Shelf) and SaaS solutions.Expertise in ITIL processes (incident, problem, change, and service request management) and root cause analysis.Demonstrated success in vendor management, contract negotiation, and service-level accountability.Experience supporting enterprise-class business applications in a complex, multi-system environment.Strong problem-solving, analytical, and critical-thinking skills with a strategic mindset.Excellent communication (written and verbal), presentation, and interpersonal skills; proven ability to engage with senior business stakeholders.Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.Proven ability to drive process improvements, implement automation, and increase service efficiency.Passionate about customer service and committed to delivering a positive end-user experience.Flexible, adaptable, and resilient, with the ability to thrive through organizational and technological change.Occasional travel within Canada (<10).

Job Ident #: 1756

Company Details

De Havilland Canada

123 Garratt Blvd
Toronto, Ontario M3K 1Y5 Canada
dehavilland.com

Throughout an impressive 75-year history of producing various models of aircraft in Canada and for the world, De Havilland has always proudly been known for its adaptability and dependability. Being responsible for creating some 3,500 aircraft—includ...

Supported Manufacturers:
De Havilland

Supported Models:
Dash 8-400

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Job Info

Location

Calgary, Alberta, Canada

Type

Permanent

Company Details

De Havilland Canada

123 Garratt Blvd
Toronto, Ontario M3K 1Y5 Canada
dehavilland.com