ITSM Practice Owner

At CAE, our Technology & Product Development team is dedicated to shaping the future with immersive systems and pioneering technologies that elevate safety and readiness worldwide. From VR/AR solutions to cutting-edge flight simulation, you’ll work alongside brilliant minds in a rewarding and supportive environment with opportunities to learn and grow every day. Simply put, you’re empowered to tackle challenges with a team that embraces bold ideas and a commitment to safety and excellence on a global scale. With a career that blends flexibility, creativity, and impact, you’ll play a vital role in an innovative and collaborative team, driving next-generation tech solutions for the moments that matter most. 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: 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 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.