Key Responsibilities

- Design, document, and maintain the Practice Policy, standards, and process documentation

- Ensure the Practice remains aligned with business objectives and IT strategy

- Act as the SME and authoritative owner of the Practice across the organization

- Own and drive the operational performance of the Practice, ensuring delivery against defined KPIs and SLAs

- Establish clear performance targets and enforce accountability across IT groups, Service Owners, and support teams

- Monitor adherence to processes and hold teams accountable for compliance, data quality, and execution discipline

- Provide regular executive-level reporting on Practice health, performance trends, and risk areas

- Use data-driven insights to identify improvement opportunities and drive decision-making

- Identify, prioritize, and lead continual improvement initiatives to increase - practice maturity and efficiency

- Drive adoption of ITIL 4 best practices and support maturity progression across teams

- Drive strong interlocks with Product Owners and Practitioners

- Ensure alignment and integration with other ITIL practices (e.g., Incident, Change, Problem, CMDB, etc.)

- Act as the escalation point for Practice-related issues and decisions

- Act as SME and SPOC for the ITSM tool (ServiceNow), ensuring alignment with - Practice standards

- Drive standardization, automation, and effective use of the platform to support process outcomes

- Establish and lead the Practice training and awareness program

- Ensure consistent understanding, adoption, and execution of Practice policies across all business units

Minimum Qualifications

4-6 years of experience with IT Service Management processes with the implementation of processes as per recognized industry standards

ITIL 4 Foundation Certification
ITIL 4 Specialists Certifications

Six Sigma Yellow Belt or Green Belt

Experience in applying industry-standard quality frameworks such as ISO/IEC 20000, ISO 27001, or Six Sigma

Preferred Qualifications

Bachelor's degree in business management, Computer Science, information systems, or equivalent

Experience in the IT industry

ITIL Managing Professional

Certification on Quality Management standards (i.e. ISO/IEC 27001, ISO/IEC 20000)

Experience in quality management, Audit compliance role or Service management role with emphasis on quality improvement

Knowledge of IT and network components and principles

Analytical capabilities to spot trends via data analysis.

Ability to build relationships with peers and management levels

Ability to document process & workflow/policy and produce detailed and procedural documentation

Excellent written, verbal, and interpersonal communication skills

Proven leadership experience with the skills and abilities to drive solutions and results

Ability to multi-task, learn quickly, think strategically, be flexible, analytical, and adapt to change.

Business and risk analysis, problem-solving, planning, project management and execution skills

Ability to exercise sound judgment and be decisive under pressure

Strong computer literacy in Microsoft Office products. Especially on using productivity tools (e.g., Excel, PowerPoint, Visio, Sharepoint, Power BI, Power App)

CAE offers:

Group Insurance

Telemedicine

Employee and Family Assistance Program

Employee Stock Purchase Plan

Group RRSP

CAE Pension Plan/Defined Benefit Plan

Sabbatical Leave

Flex Time

Enhanced Parental Leave

Flexible and modern working environments
A collaborative workplace
A dynamic and innovative environment

Come share your passion with us!

With over 10,000 employees in more than 35 countries, CAE is a global leader in training for the civil aviation, defence and security, and healthcare markets. To learn more: www.cae.com

Position Type
Regular