Job Title: IT Service Management Lead

Position Reports To: Manager, IM&T Operations

Job Location: Ottawa – Hybrid

Salary: $85,000 - $100,000

About SkyAlyne

SkyAlyne is a team of defence, training, simulation, and aviation industry experts assembled from across Canada, working to prepare the next generation of RCAF Pilots and Aircrew as the Future Aircrew Training (FAcT) program provider for the Royal Canadian Air Force (RCAF). SkyAlyne was formed in 2018 as a partnership between CAE and KF Aerospace, two Canadian aviation, training, and defence leaders. The partnership was built to jointly answer the call for the Government of Canada’s FAcT program. In 2023 SkyAlyne was named the preferred bidder, and in 2024, was officially contracted to partner with the RCAF and deliver the FAcT program. We are now building a new team to deliver the FAcT program.

The scope of the FAcT program includes all training and in-service support requirements needed to prepare Pilots, Air Combat Systems Officers, and Airborne Electronic Sensor Operators to meet the future aerospace requirements of the RCAF. The FAcT program is overseen from a Joint Management Office at SkyAlyne’s Ottawa headquarters in Kanata, with three operational bases: Moose Jaw, SK, Southport, MB, and Winnipeg, MB.

In collaboration with the Government of Canada and several major Canadian subcontractors, Team SkyAlyne will provide live-flying, simulator and classroom-based training, facilities construction and management, information management and information technology support, site support services, aircraft maintenance and much more.

SkyAlyne offers competitive compensation and benefits and believes strongly in a safe, diverse, equitable, inclusive, and environmentally friendly workplace.

Job Overview

The IT Service Management Lead is responsible for leading SkyAlyne’s IT incident response and recovery activities. This role will coordinate with internal and external teams and vendors to achieve rapid containment and effective recovery. This role will contribute to the ongoing improvement of incident response practices and service resilience.

Duties and Responsibilities

• Lead and coordinate the end-to-end management of major IT incidents, acting as Incident Commander during critical events.
• Oversee identification, assessment, escalation, containment, and resolution while directing internal and external response teams.
• Serve as the central communication point for incident-related updates, ensuring consistent, transparent and actionable communication across technical teams, vendors, and stakeholders.
• Drive root cause analysis and corrective actions by conducting hands-on investigations during outages and coordinating vendor-led reviews and ensure findings are documented, and corrective measures are implemented to prevent recurrence.
• Provide timely situation reports, detailed incident summaries, and concise executive briefings during and following major incidents.
• Monitor incident trends and vendor performance metrics, conduct after-action reviews, and analyze recurring issues to identify emerging risks, lessons learned, and opportunities for process improvement.
• Recommend mitigation strategies and ongoing training requirements to strengthen incident response capabilities.
• Ensure all incidents are classified, prioritized, and resolved in accordance with ITIL best practices and established Service Level Agreements (SLAs).
• Maintain, refine, and test incident response playbooks, incorporating vendor engagement and continuous feedback.
• Establish and maintain strong relationships with vendors, service providers, and Managed Service Partners (MSPs) collaborating with procurement and vendor management to int