IT Operations Manager

5 days ago

Montreal, Quebec, Canada CAE Full time

Job Overview

We are seeking an experienced IT Operations Manager to join our team at CAE Flight Operations. The successful candidate will be responsible for leading a team of technologists and leaders in the areas of platform administration, process engineering, service transformation, service management, metrics, and reporting.

Key Responsibilities

  • Develop and implement strategies and roadmaps for operational excellence in IT service management processes.
  • 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.

About You

To succeed in this role, you will need:

  • A 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.
  • 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

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.
  • Flexible schedules.
  • Attractive employee benefits.

$120,000 - $150,000 per year, depending on experience.

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