AIM Qualifications and Assessment Group

Director, ITSM

AIM Qualifications and Assessment Group

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Location Type: Hybrid

Location: Any • Canada

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Job Level

Lead

Tech Stack

AzureITSM

About the role

  • 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

  • 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
  • Equal Opportunity 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ITIL v4Incident ManagementProblem ManagementChange ManagementRequest ManagementKnowledge ManagementAsset ManagementSLA DevelopmentKPI MonitoringService Performance Metrics
Soft Skills
leadershipcommunicationcollaborationcontinuous improvementmentoringaccountabilityorganizational skillsperformance managementservice excellenceworkforce planning