Senior Manager, IT Service Delivery

2 months ago

Montreal, Quebec, Canada CAE Full time
Job Title: Senior Manager, ITSM

CAE is seeking a highly motivated Senior Manager, ITSM to lead the development and implementation of service management processes across the organization.

Key Responsibilities:
  • Lead a team of technologists and leaders in platform administration, process engineering, service transformation, service management, metrics, and reporting.
  • Develop a team and define roles and responsibilities.
  • 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 through regular engagement with partners.
  • Drive and measure customer satisfaction across all platform partners and users.
  • 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.
Requirements:
  • Bachelor's or Master's degree in Computer Science or related field AND a minimum of 5 years of relevant experience OR; equivalent combination of experience, training, and/or education.
  • 5+ years experience in ITSM and/or Information Technology.
  • Experience driving the adoption of ITSM best practices.
  • Experience developing strategies and roadmaps for operational excellence.
  • 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.
  • Working knowledge of change management methodology.
What We Offer:
  • An environment where your initiatives will be recognized and valued.
  • The opportunity to travel internationally.
  • The opportunity to work on a variety of projects on a multidisciplinary team.
  • The opportunity to represent the organization at external conventions and conferences.
  • The possibility to work from home occasionally.
  • Flexible schedules.
  • Attractive employee benefits.

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