Senior Manager, ITSM

4 weeks ago

Montreal, Quebec, Canada CAE Full time

Job Summary

CAE is seeking a highly motivated Senior Manager, ITSM to manage a team and champion the ongoing implementation and evolution of service management processes. As Senior Manager, you 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.

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 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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