Director, ITSM

AIM Qualifications and Assessment Group

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.

Posted 4/14/2026contractAny • 🇨🇦 CanadaLeadWebsite

Tech Stack

Tools & technologies

AzureITSM

About the role

Key responsibilities & impact

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

What you’ll need

Website LinkedIn All Job Openings 51 - 200 employees Founded 2011 📚 Education 🤝 Non-profit Education
Non-profit
Human Resources AIM Qualifications and Assessment Group is a not-for-profit awarding organisation and Access Validating Agency with over 40 years of experience in creating and awarding qualifications, including Access to HE Diplomas. The organisation is dedicated to promoting inclusion, integrity, respect, and empowerment through flexible, professional, and technical qualifications ranging from Entry Level to Level 6. AIM also specializes in end-point assessments for apprenticeships in the creative, cultural, digital technologies, and professional services sectors, supporting various organisations in delivering quality training and assessments.

Benefits

Comp & perks

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ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITIL v4Incident ManagementProblem ManagementChange ManagementRequest ManagementKnowledge ManagementAsset ManagementSLA DevelopmentKPI MonitoringService Performance Metrics

Soft Skills

leadershipcommunicationcollaborationcontinuous improvementmentoringaccountabilityorganizational skillsperformance managementservice excellenceworkforce planning