ITSM Practice Owner-EN

CAE; Montreal (administrative region); On-site; CAD 85,000 - 120,000; Full time

Benefits offered by this job

Flexible and modern workingEnvironment

Collaborative workplace

Dynamic and innovative culture

Competitive benefits

Job summary

CAE is seeking a dedicated ITSM professional to define, govern, and improve IT service management across the organization in Montreal. You will design policies, monitor KPIs, and lead ITIL practice adoption while ensuring alignment with business objectives.

Qualified candidates have 4–6 years in ITSM, ITIL certifications, Six Sigma, and experience with ISO 20000/27001. Strong communication and leadership are essential. This role is based at CAE and involves collaboration across IT teams.

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 ISO/IEC 20000 and ISO 27001.

Responsibilities

• Design and maintain ITSM policies, standards and processes.
• Align ITSM with business objectives and IT strategy.
• Act as SME for the ITSM practice.
• Monitor performance via KPIs and SLAs.
• Ensure accountability across IT teams.
• Monitor compliance and data quality.
• Provide executive-level reporting on performance and risks.
• Lead ITIL practice adoption and maturity.
• Deliver training and awareness programs.

Skills

ITIL 4 Foundation

ITIL Specialist Certifications

Six Sigma Yellow/Green Belt

ISO/IEC 20000

ISO 27001

IT Service Management

Data analysis

Reporting (KPI/SLA)

Communication skills

Leadership

Excel / Power BI

Education

Bachelor’s degree in IT or related field

Tools

ServiceNow

Job description

Job Description

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.

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

About CAE

At CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we’ve 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.

Position Type

Regular

Equal Opportunity & Accommodations

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 available—contact your recruiter or email [e-mail] if needed.

Data Privacy

Privacy Statement | CAE

As part of our process, we may use AI‑supported tools to help review applications, with human decision‑making 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.