Bilingual Senior Manager, IT Service Operations Governance (ITSM, Release & Incident)

CMHC - SCHL • Montreal, QC

12d • Hybrid

About The Position

Join the Infrastructure and Operations team, in the Senior Manager, IT Service Operations Governance (ITSM, Release & Incident) position. You will be accountable for enterprise-wide governance, operational controls, and risk outcomes across environment, release, and incident management. You will also be responsible for providing senior leadership between strategy and execution, setting enterprise standards, assuring technology change and live services, and serving as the final escalation point for major incidents, release issues, and cross‑domain operational risk.

Requirements

• A bachelor’s degree in Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience will be considered.
• An ITIL Foundation certification is required.
• 10+ years of progressive experience in enterprise IT Operations, ITSM, Release, Environment, or Service Management across complex, multi‑domain environments (applications, infrastructure, cloud, and vendors).
• 5+ years in senior leadership roles with multi‑layer accountability, including direct leadership of Managers and indirect leadership of senior practitioners and operational teams.
• Proven ownership of enterprise‑wide operational outcomes, including service stability, release and change risk, incident and major incident posture, and operational readiness.
• Demonstrated success balancing delivery velocity, operational risk, and regulatory compliance in regulated, audit‑driven environments.
• Deep expertise in enterprise ITSM operating models, including Incident & Major Incident Management, Release & Environment Management, Service Introduction, and integration with Agile and DevOps delivery.
• Exceptional leadership, analytical, and communication skills, with the ability to make risk‑based decisions under pressure, act as final escalation authority, and translate complex operational risk into decision‑ready insight.

Nice To Haves

• Advanced ITIL, DevOps, Agile, Cloud, or ServiceNow certifications are strong assets.
• Proven experience designing, maturing, and governing enterprise ITSM, release, and environment management frameworks, including governance forums, escalation models, performance reporting, and audit readiness.
• Deep experience operating in cloud and hybrid environments, driving automation and standardization across releases, environment provisioning, validation, compliance, and third‑party service integration.
• Recognized enterprise leader with the ability to develop leadership depth, partner effectively with Cyber Security, Architecture, Risk, and Business stakeholders, and balance operational resilience with delivery speed and innovation.

Responsibilities

• Accountable for enterprise-wide Release, Environment, Incident, and ITSM outcomes, ensuring consistency, resilience, and effective control across all platforms, delivery models, and third-party providers.
• Translate Infrastructure & Operations strategy into enterprise governance, capability models, maturity targets, and measurable performance outcomes, delegating execution to Managers.
• Own and govern enterprise frameworks for Release Management, Environment Management, Incident & Major Incident Management, and Service Introduction & Operational Readiness.
• Set, approve, and assure standards, policies, and control frameworks aligned with ITIL, audit, risk, and security requirements, balancing delivery velocity with enterprise control.
• Provide senior oversight of enterprise release planning, production readiness, cutover, deployment risk, rollback, and environment availability to protect service stability and business outcomes.
• Act as final escalation and decision authority for systemic release and environment risks, cross-domain conflicts, and business‑critical or major incidents.
• Govern service introduction and transition to operations, ensuring operational readiness (monitoring, support models, runbooks, tooling, and risk mitigation) is embedded early in delivery.
• Establish enterprise performance, risk, and compliance oversight, using data and trends to drive continuous improvement and provide decision‑ready insights to senior leadership and governance forums.
• Provide executive ownership of ITSM, Release, and Environment tooling and automation, while serving as a trusted partner to platform leaders, security, architecture, vendors, and governance bodies.

Benefits

• Annual Paid vacation.
• Annual individual performance incentive.
• Defined benefit pension plan.
• Comprehensive group insurance plan to support your well-being from day one.
• Support towards your personal and professional growth with training, mentorship and more.
• An inclusive workplace culture and environment.

What This Job Offers

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