ITSM Practice Owner

At CAE our Technology & Product Development team is shaping the future through immersive systems and pioneering technologies that improve safety and readiness worldwide.

From VR/AR to advanced simulation systems you will be part of a collaborative and innovative environment focused on continuous improvement and technological excellence.

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

• 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.

• 46 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.

• Bachelors 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.).

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

#LI-LM1

At CAE our mission is clear: to help make the world a safer place. For nearly 80 years weve driven innovation in simulation training and mission readiness to support critical operations worldwide. By leveraging advanced technologies we empower our customers to operate smarter faster and more sustainably. Join a purpose-driven organization where bold ideas are encouraged collaboration drives progress and your growth fuels our shared success.

CAE is committed to providing equal opportunities to all applicants regardless of race nationality color religion sex gender identity or expression sexual orientation disability neurodiversity veteran status age or other characteristics protected by law. We encourage applicants who may not meet every qualification to apply. Reasonable accommodations are availablecontact your recruiter or email if needed.

Privacy Statement CAE

As part of our process we may use AIsupported tools to help review applications with human decisionmaking at every step. CAE thanks all applicants for their interest. However only those whose background and experience match the requirements of the role will be contacted.