Technology & Digital Director responsible for leading strategic technology initiatives within senior programs in Supply IT. Aimed at enhancing service delivery and improving user experiences.
About the role
- Director of IT Service Management leading service management capabilities in a Canadian tech company. Focused on enhancing IT service delivery and building a scalable support organization.
Responsibilities
- Define and execute the ITSM roadmap aligned with ITIL v4 and business priorities
- Establish and mature core ITSM processes including Incident, Problem, Change, Request, Knowledge, and Asset Management
- Develop and monitor SLAs, KPIs, and service performance metrics
- Implement structured reporting and governance for leadership visibility
- Drive continuous service improvement initiatives
- Lead service desk operations to ensure high-quality, responsive support
- Improve service efficiency through automation, self-service, and knowledge management
- Establish workforce planning, utilization tracking, and performance management practices
- Oversee internal IT operations including endpoint management, infrastructure, identity, and access
- Ensure compliance with security standards and support audit readiness initiatives
- Drive adoption of modern workplace technologies (e.g., M365, Intune, Azure)
- Support lifecycle management, patching, and device compliance
- Support the development and standardization of ITSM-related service offerings
- Collaborate with sales and delivery teams to position ITSM capabilities effectively
- Partner with security and compliance teams to align ITSM practices with audit and regulatory requirements (e.g., SOC2 readiness)
- Ensure policies, procedures, and controls are documented, maintained, and periodically reviewed
- Identify opportunities to leverage automation, AI, and tooling to improve service delivery
- Drive adoption and optimization of ITSM tools and platforms (e.g., Jira, ManageEngine, RMM tools)
- Lead and mentor ITSM team members, including support engineers and technical leads
- Build a culture of accountability, continuous improvement, and service excellence
- Develop team capabilities through structured training, certifications, and career progression
Requirements
- 10+ years of experience in IT Service Management or IT Operations
- 5+ years in leadership roles managing service desk or IT operations teams
- Strong understanding of ITIL v4 frameworks and service management best practices
- Experience with modern workplace technologies (Azure, M365, Intune, identity management)
- Familiarity with compliance frameworks (e.g., SOC2, ISO) is an asset
- Experience with ITSM tools and platforms such as Jira Service Management, ManageEngine, or similar
- Proven ability to improve service delivery, implement processes, and scale operations
- Strong communication, stakeholder management, and leadership skills
- Certifications: ITIL v4 Foundation required; advanced ITIL certifications (Managing Professional or Strategic Leader) preferred
- Microsoft Azure / Microsoft 365 certifications are an asset
- Familiarity with governance frameworks such as ISO 20000, COBIT, or similar is a plus.
Benefits
- Equal Opportunity
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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