Incident and Problem Management Practice Owner

CAE • Montreal, QC

4d • Hybrid

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.).

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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level