CAE Inc

Incident and Problem Management Practice Owner

CAE Inc • $90K — $120K *
Montreal, QC H1A 0A1In-Person
Information Technology
Less than 5 years of experience
Reposted 2 weeks ago
Job Overview by Ladders

Qualifications

  • 4-6 years of experience with IT Service Management processes
  • ITIL 4 Foundation and Specialist Certifications
  • Six Sigma Yellow Belt or Green Belt certification
  • Experience with industry-standard quality frameworks (ISO/IEC 20000, ISO 27001)
  • Strong leadership and communication skills with proven experience in driving results

Responsibilities

  • Design and maintain practice policy documentation
  • Align practice with business objectives and IT strategy
  • Act as Subject Matter Expert and authoritative owner of the practice
  • Drive operational performance, ensuring KPIs and SLAs are met
  • Monitor compliance and quality execution across teams
  • Provide executive reporting on practice performance and risks
  • Identify and lead improvement initiatives to enhance practice efficiency

Benefits

  • Group Insurance
  • Telemedicine access
  • Employee and Family Assistance Program
  • Stock Purchase Plan
  • Pension Plan/Defined Benefit Plan
  • Sabbatical Leave
  • Flexible working hours and environments
Full Job Description
Job Description

In this role, you will be responsible for defining, governing and improving IT service management practices across the organization.

Duties & Responsibilities
  • Design and maintain ITSM policies, standards and processes.
  • Ensure alignment with business objectives and IT strategy.
  • Act as subject matter expert for the practice.
  • Monitor performance through KPIs and SLAs.
  • Ensure accountability across IT teams.
  • Monitor compliance and data quality.
  • Provide executive-level reporting on performance and risks.
  • Use data to drive continuous improvement.
  • Lead ITIL practice adoption and maturity.
  • Align with other ITIL processes.
  • Act as escalation point for practice issues.
  • Manage ITSM platforms (ServiceNow).
  • Deliver training and awareness programs.

Minimum Qualifications
  • 4-6 years of experience in IT Service Management.
  • ITIL 4 Foundation certification.
  • ITIL Specialist certifications.
  • Six Sigma certification (Yellow or Green Belt).
  • Experience with quality frameworks such as ISO/IEC 20000 and ISO 27001.

Preferred Qualifications
  • Bachelor's degree in Business, IT, or related field.
  • Experience in IT industry environments.
  • ITIL Managing Professional certification.
  • Quality management or audit experience.
  • Knowledge of IT systems and networking.
  • Strong analytical capabilities.
  • Ability to build relationships across teams.
  • Process documentation experience.
  • Strong communication skills.
  • Leadership and initiative-taking ability.
  • Ability to manage multiple priorities and adapt to change.
  • Business analysis and project management experience.
  • Proficiency with Microsoft tools (Excel, Power BI, etc.).

CAE offers
  • Flexible and modern working environments
  • A collaborative workplace
  • A dynamic and innovative culture
  • Competitive benefits


#LI-LM1

Position Type
Regular

About CAE Inc

CAE Inc. is a Canadian manufacturer of simulation technologies, modelling technologies and training services to airlines, aircraft manufacturers, healthcare specialists, and defense customers. CAE was founded in 1947, and has manufacturing operations and training facilities in 35 countries. CAE's Defense and Security business unit focuses on training solutions for defense forces across the world. CAE's Civil Aviation Training Solutions business unit provides training solutions for civil aviation organizations worldwide, including airlines, aircraft manufacturers, training centers, and aircraft maintenance, repair and overhaul organizations. CAE's Healthcare business unit designs and manufactures simulators and offers audiovisual and simulation center management services for medical schools, nursing schools, hospitals, defense forces, and other medical organizations. CAE is headquartered in Saint-Laurent, Quebec.
Learn more about CAE Inc
Size
13,000 employees
Market Cap
$6 billion
Industry
Aerospace & Defense
Founded
1947
5 Year Trend
+4.5%
NASDAQ
CAE
* Ladders Estimates

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