Director of IT Service Management & Operations - Remote

About the Role

Join our team as the Director of IT Service Management and IT Operations Management in a remote capacity. As a key leader at Export Development Canada (EDC), you will empower Canadian businesses to succeed globally by providing innovative IT solutions and operational excellence.

What You'll Do

• Define and execute a forward-looking ITSM and ITOM strategy that aligns with EDC’s digital transformation roadmap and business objectives.
• Champion a service-centric mindset across IT and business units, fostering a culture of accountability, transparency, and customer focus.
• Promote automation, self-service, and intelligent operations to enhance service reliability and operational efficiency.
• Lead the enterprise-wide adoption of ITIL/ITOM modern capabilities, including AIOps, observability, and event correlation.
• Architect and continuously evolve the enterprise ITSM framework, covering Incident, Problem, Change, Request, Knowledge, and Configuration Management.

Requirements

• Undergraduate Degree with a specialization in computer science or a related field.
• Minimum of 10 years’ proven experience in IT operations, infrastructure, or service delivery.
• Minimum 5 years’ in leadership roles with responsibility for enterprise-scale operations.
• Strong knowledge of ITIL (v4 preferred) and experience managing both traditional and agile delivery environments.
• Deep experience with ITSM and ITOM platforms (e.g., ServiceNow, Splunk, Dynatrace).

Nice to Have

• Experience managing IT operations in cloud and hybrid environments (e.g., AWS, Azure, GCP).

What We Offer

• Comprehensive benefits including competitive compensation, work-life balance, and the opportunity to contribute to global trade.
• Hybrid work options with 3 to 4 weeks paid vacation and corporate closure periods.
• Continuous learning opportunities, including training programs and workshops.
• Access to wellness initiatives, mental health support, and fitness programs.
• Relocation assistance for eligible candidates.

This Director of IT Service Management and IT Operations Management role offers a unique opportunity to lead strategic initiatives that will shape the future of EDC. If you are looking for a challenging and rewarding position where you can make a significant impact, we encourage you to apply.