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Senior Manager, Policy Management
2 months ago
CAE Flight Operations Solutions is a leading digital platform trusted by top airlines and business aviation companies to optimize their operations. Our platform supports over 50 million flights and 200,000 crew members annually, backed by a global team and unparalleled expertise.
We offer a comprehensive portfolio of products and a digital ecosystem addressing three main markets – Commercial Aviation, Business Aviation, and Crew Engagement. Our customizable end-to-end solution improves decision-making by harnessing integrated data and advanced technologies to enhance operational performance, profitability, employee satisfaction, and passenger experience.
As a Senior Manager, ITSM/ITOM, you will lead a team responsible for developing and enhancing an enterprise IT Service Management and IT Operations Management strategy and roadmap. Your team will be accountable for driving implementation and adoption of ITSM processes across the enterprise, establishing continuous service improvement practices, and ensuring the evolving needs of the business are satisfied.
Key Responsibilities- Lead a team of technologists and leaders in platform administration, process engineering, service transformation, service management, metrics, and reporting.
- Provide direction and goal setting on strategy and operations.
- Promote and champion the benefits of Incident, Problem, Change, Knowledge, and Event Management.
- Lead continuous service improvement and ongoing process maturity through regular reviews of the process and tools, reporting, and engagement with partners.
- Ensure all service management processes enable service agility.
- Establish and execute a framework for measuring and reporting relevant operational KPIs in support of business objectives.
- Bachelor's or Master's degree in Computer Science or related field.
- Minimum of 5 years of relevant experience or equivalent combination of experience, training, and/or education.
- Expert knowledge of ITIL framework and managing transformation and ongoing operations of Service Management processes.
- Experience in producing reports based on metrics and key performance indicators.
- Able to guide and support ITSM processes and/or service improvement efforts by cultivating strong collaborative working relationships with cross-functional teams.
- Working knowledge of ServiceNow and change management methodology.
CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, color, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.
