Job Specifications
Employment Type: Full-time Regular
City: Calgary, AB (YYC)
Posting Open Date: 11/12/2025
Posting Close Date: 11/25/2025 (Please note the posting will close at 11:59pm MST)
Why WestJet:
Every WestJet journey has the potential to enrich lives; a career with us is no exception.
WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now we're going global.
Join us, this is where your career story takes off.
Overview:
The Manager, ServiceNow is accountable for the overall ownership and strategic direction of the ServiceNow platform, including HR Service Delivery (HRSD), Strategic Portfolio Management (SPM), IT Service Management (ITSM), and IT Operations Management (ITOM) modules. This role ensures the platform delivers measurable business value, aligns with enterprise IT strategy, and supports process maturity across the organization.
The position leads a blended team of approximately 10 full-time employees (FTEs) and managed service resources to provide scalable delivery and operational excellence.
Key Responsibilities: Leadership & Strategy
Develop and execute a strategic roadmap for the ServiceNow platform aligned with business objectives and IT strategy.
Lead and mentor a high-performing team of ServiceNow professionals, including developers, analysts, and product owners.
Foster a culture of collaboration, innovation, and accountability across internal and external teams.
Platform Ownership
Own the end-to-end lifecycle of the ServiceNow platform, ensuring stability, scalability, and continuous improvement.
Manage relationships with managed service providers, ensuring SLAs and KPIs are met.
Oversee platform health, usage, and value realization through regular reporting and analytics.
Module Expertise
HRSD: Drive employee lifecycle automation and case management workflows.
SPM: Optimize portfolio planning and resource allocation using ServiceNow SPM tools.
ITSM: Ensure robust incident, problem, and change management processes.
ITOM: Implement proactive monitoring and event management for IT services.
Governance & Compliance
Establish and enforce platform governance, development standards, and best practices.
Ensure compliance with data privacy, security, and regulatory requirements.
Partner with cybersecurity and identity teams to maintain secure access controls.
Stakeholder Engagement & Prioritization
Collaborate closely with process owners across HR, IT, and business units to ensure alignment of platform capabilities with organizational needs.
Facilitate effective prioritization of user stories and enhancements among competing business demands, balancing strategic objectives with operational requirements.
Act as a trusted advisor for ServiceNow capabilities and roadmap alignment.
Qualifications:
Bachelor’s degree in Information Technology or related field (Master’s preferred).
Minimum 7+ years of experience in IT service management and enterprise platforms, with at least 3 years in a leadership role.
Proven experience managing ServiceNow modules (HRSD, SPM, ITSM, ITOM).
Strong vendor management and governance expertise.
Excellent stakeholder management and prioritization skills.
This position can be performed from either our Calgary or Toronto offices.
The benefits of being a WestJetter:
WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:
A fun and friendly culture with colleagues who work together to win
Travel privileges for you and your family, effective from your start date
Savings and Benefit programs that are flexible to meet your specific needs
Think we are a fit? Apply now!
About WestJet Group Of Companies
WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Following integration with Sunwing in 2025, more than 14,000 WestJetters support nearly 200 aircraft and connect guests to more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia.
As a major Canadian employer that includes WestJet Airlines, Sunwing Vacations Group and WestJet Cargo, the WestJet Group is Canada’s leading low-cost airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.
Our Safety Promise
At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.
WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the pu
About the Company
We took to the skies in 1996 with just over 200 employees and three aircraft serving five destinations. Today, the WestJet Group offers scheduled service to 120+ destinations in North America, Central America, the Caribbean, Asia and Europe with 14,000+ WestJetters and nearly 200 aircraft. Our ambitious growth plan will create a stronger and more resilient low-cost airline, while offering affordable travel choices for all Canadians. We are dedicated to reliability, operational excellence, driving economic growth, and making ...
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