Director ITSM

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    "description": "<p><span style=\"font-weight: bold\"><span style=\"font-size: 24pt\">Director ITSM</span><br>Location:<span> </span></span>Remote</p>\n<p><span style=\"font-weight: bold\">Job Type:</span>  Contract (Full Time)</p>\n<p><span style=\"font-size: 18pt\"><span style=\"font-size: 12pt; font-weight: bold\">About AIM</span> </span></p>\n<p>AIM is a Canadian technology company that helps organizations modernize their systems through advanced API management, cloud engineering, security solutions, and full-stack software development. Our teams work across North America and globally, delivering stable, scalable, and secure digital platforms for enterprise clients.</p>\n<p>We take pride in being hands-on, collaborative, and focused on delivering real results for our clients. As we grow, we are expanding our marketing team to strengthen our brand presence and support our next stage of growth.<br></p>\n<p><span style=\"font-weight: bold\">Role Overview</span></p>\n<p>We are seeking a Director of IT Service Management (ITSM) to lead the evolution of our service management capabilities and establish a high-performing, scalable ITSM function.</p>\n<p>This role will be responsible for defining the strategic direction of ITSM, enhancing service delivery operations, and building a modern, technology-enabled support organization. The Director will oversee service desk operations, internal IT services, and contribute to the development of service offerings aligned with enterprise and client needs.</p>\n<p>This is a leadership role focused on driving operational excellence, improving service maturity, and enabling business growth through strong governance, automation, and customer-centric service delivery.</p>\n<p><span style=\"font-weight: bold\">Key Responsibilities</span></p>\n<ol>\n<li><span style=\"font-weight: bold\"> ITSM Strategy &amp; Service Excellence</span></li>\n</ol>\n<ul>\n<li>Define and execute the ITSM roadmap aligned with ITIL v4 and business priorities</li>\n<li>Establish and mature core ITSM processes including Incident, Problem, Change, Request, Knowledge, and Asset Management</li>\n<li>Develop and monitor SLAs, KPIs, and service performance metrics</li>\n<li>Implement structured reporting and governance for leadership visibility</li>\n<li>Drive continuous service improvement initiatives</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Service Desk &amp; Support Operations (L1/L2)</span></li>\n</ol>\n<ul>\n<li>Lead service desk operations to ensure high-quality, responsive support</li>\n<li>Improve service efficiency through automation, self-service, and knowledge management</li>\n<li>Establish workforce planning, utilization tracking, and performance management practices</li>\n<li>Enhance incident response, escalation management, and root cause analysis</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Internal IT &amp; Modern Workplace</span></li>\n</ol>\n<ul>\n<li>Oversee internal IT operations including endpoint management, infrastructure, identity, and access</li>\n<li>Ensure compliance with security standards and support audit readiness initiatives</li>\n<li>Drive adoption of modern workplace technologies (e.g., M365, Intune, Azure)</li>\n<li>Support lifecycle management, patching, and device compliance</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Service Offerings &amp; Practice Development</span></li>\n</ol>\n<ul>\n<li>Support the development and standardization of ITSM-related service offerings</li>\n<li>Contribute to go-to-market materials such as service descriptions, case studies, and solution frameworks</li>\n<li>Collaborate with sales and delivery teams to position ITSM capabilities effectively</li>\n<li>Build foundational elements for scalable service delivery models</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Governance, Risk &amp; Compliance</span></li>\n</ol>\n<ul>\n<li>Partner with security and compliance teams to align ITSM practices with audit and regulatory requirements (e.g., SOC2 readiness)</li>\n<li>Ensure policies, procedures, and controls are documented, maintained, and periodically reviewed</li>\n<li>Support reporting and tracking of compliance metrics across systems and services</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Technology, Automation &amp; Innovation</span></li>\n</ol>\n<ul>\n<li>Identify opportunities to leverage automation, AI, and tooling to improve service delivery</li>\n<li>Drive adoption and optimization of ITSM tools and platforms (e.g., Jira, ManageEngine, RMM tools)</li>\n<li>Enhance knowledge management and self-service capabilities, including AI-driven solutions</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Leadership &amp; Team Development</span></li>\n</ol>\n<ul>\n<li>Lead and mentor ITSM team members, including support engineers and technical leads</li>\n<li>Build a culture of accountability, continuous improvement, and service excellence</li>\n<li>Develop team capabilities through structured training, certifications, and career progression</li>\n<li>Act as a senior escalation point for operational and service-related issues</li>\n</ul>\n<p><span style=\"font-weight: bold\">Qualifications &amp; Experience</span></p>\n<ul>\n<li>10+ years of experience in IT Service Management or IT Operations</li>\n<li>5+ years in leadership roles managing service desk or IT operations teams</li>\n<li>Strong understanding of ITIL v4 frameworks and service management best practices</li>\n<li>Experience with modern workplace technologies (Azure, M365, Intune, identity management)</li>\n<li>Familiarity with compliance frameworks (e.g., SOC2, ISO) is an asset</li>\n<li>Experience with ITSM tools and platforms such as Jira Service Management, ManageEngine, or similar</li>\n<li>Proven ability to improve service delivery, implement processes, and scale operations</li>\n<li>Strong communication, stakeholder management, and leadership skills<br><span style=\"font-weight: bold\">Certifications:</span></li>\n<li>ITIL v4 Foundation required; advanced ITIL certifications (Managing Professional or Strategic Leader) preferred</li>\n<li>Microsoft Azure / Microsoft 365 certifications are an asset</li>\n<li>Familiarity with governance frameworks such as ISO 20000, COBIT, or similar is a plus</li>\n</ul>\n<p><span style=\"font-weight: bold\">What Success Looks Like (First 6–12 Months)</span></p>\n<ul>\n<li>Improved service performance and measurable gains in SLA adherence and user satisfaction</li>\n<li>Increased visibility through structured reporting and dashboards</li>\n<li>Matured ITSM processes with clear governance and documentation</li>\n<li>Enhanced efficiency through automation, knowledge management, and tooling optimization</li>\n<li>Strong alignment between IT services and business priorities</li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Work Schedule</span></p>\n<p>Ability to work on Eastern Time Zone, Remotely.</p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Equal Opportunity</span></p>\n<p>We value diversity and provide equal opportunities without regard to religion, gender, age, disability, or national origin.</p>",
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