Associate Director, IT Service Delivery

Toronto Pearson is transforming. Now's the time for your career to fly.

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada's leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 2,100 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners.  Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you?

• An opportunity to grow, develop, and thrive within a dynamic, and fast-growing company alongside thoughtful and passionate individuals dedicated to their work and community.
• Comprehensive benefits, including a flexible retirement program with employer matching, along with voluntary savings options (RRSP, TFSA, and Non-Registered Savings Plans).
• A flexible hybrid work environment, continuous internal and external learning opportunities, and a meaningful reward and recognition program.

What can you expect from this position?

Reporting to the Executive Director, Platforms and Technology Services, the Associate Director, IT Service Delivery plays a critical role in ensuring the stability, reliability, and performance of the IT services that support Toronto Pearson's operations. You will oversee the governance of IT delivery, guide technology change across the organization, and ensure services, products and assets are managed in a controlled, resilient, and auditable manner.

Your mandate includes strengthening operational resilience, improving service continuity, reducing delivery risk, and ensuring technology investments support GTAA's strategic and operational priorities. You will work closely with executive leaders, operational teams, and strategic partners to align technology outcomes to customer needs and safeguard the performance of mission critical airport systems and enterprise.

As Associate Director, IT Service Delivery, you will:

• Lead end-to-end IT service performance across defined service standards and all critical airport operations.
• Ensure the availability, reliability, recoverability, and resilience of all IT products and services on a 24x7 basis.
• Own incident resolution, problems, and change management to strengthen stability and reduce operational disruption.
• Drive financial stewardship, including budget discipline, accurate forecasting, and optimization of operating and project spend.
• Reduce technical debt and lead modernization initiatives that enhance resilience and long-term sustainability.
• Ensure accurate, auditable lifecycle management of all digital assets and configurations.
• Establish, maintain, and enforce enterprise IT delivery standards, processes, and compliance requirements.
• Build trust with business units, airport partners and stakeholders to drive coordinated change management and consistently elevate customer satisfaction.
• Accelerate use of data and analytics to improve predictability, risk identification, and decision making.
• Lead and develop high performing teams, reinforcing accountability and operational excellence.
• Embed structured continuous improvement practices (e.g. lean six sigma) focused on resilience, standardization, sustainability, and measurable outcomes.

This is the role for you, if you have:

• 8+ years of experience in IT Operations Management.
• 5+ years of leadership experience managing teams of seven or more.
• 3+ years of direct experience working with managed service providers, outsourcing partners, and offshore delivery teams.
• Strong financial acumen, including experience managing budgets, forecasting, and overseeing P&L or large operating portfolios.
• Deep understanding of airport/airline operations and project management principles.
• Strong leadership, communication, and problem-solving skills, with the ability to perform effectively in fast paced, high-pressure environments.
• The ability to foster collaboration in matrixed, multi‑vendor environments.
• A bachelor's degree in information technology, Computer Science, Engineering, Business Administration, or a related field, supported by relevant certifications such as ITIL, PMP, PRINCE2, or Agile/SAFe.
• Ability to obtain and retain Transportation Security Clearance at the designated level for the position.

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.