Senior Manager, IT Service Management

1 week ago

BasSaintLaurent, Canada CAE Full time
About This Role

CAE Flight Operations Solutions is a leading digital platform trusted by top airlines and business aviation companies to optimize their operations. Every year, more than 50 million flights and over 200,000 crew members are supported by CAE's flight operations software backed by a global team and unparalleled expertise.

We offer a comprehensive portfolio of products and a digital ecosystem to address three main markets – Commercial Aviation, Business Aviation, and Crew Engagement.

Spanning crew, flight, movement, airport, on-board catering, and cost management, CAE's customizable end-to-end solution improves decision-making by harnessing the power of integrated data and advanced technologies to improve operational performance, profitability, employee satisfaction, and passenger experience.

CAE Flight Operations equips aviation professionals with the data needed to make informed decisions and take control of critical tasks.

The Role We Are Offering

We're seeking a highly motivated Senior Manager, IT Service Management/IT Operations Management to manage a team and champion the ongoing implementation and evolution of service management processes at CAE. As Senior Manager, you and your team will be responsible for the development and enhancement of an enterprise IT Service Management and IT Operations Management strategy and roadmap to ensure operational excellence and continuous improvement of operational performance for technology services across CAE's business.

You and your team will be accountable for developing processes and policies to support the needs of CAE's various businesses; driving implementation and adoption of ITSM processes across the enterprise; and establishing continuous service improvement practices to ensure the evolving needs of the business are satisfied.

Key Responsibilities

  • Lead a team of technologists and leaders in the areas of 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 IT Service Management and/or Information Technology.
  • Experience driving the adoption of IT Service Management 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 IT Service Management 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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