Director ITSM

AIM, a Canadian technology company specializing in API management, cloud engineering, security, and full-stack software development, is seeking a Director of IT Service Management (ITSM) to lead and advance its ITSM capabilities. This full-time, remote contract role is focused on setting strategic ITSM direction, improving service delivery, and building a scalable, technology-driven support organization. The Director will manage service desk operations and internal IT services while developing service offerings that meet both enterprise and client needs. The role requires strong leadership to drive operational excellence, enhance service maturity, and support business growth through governance, automation, and a customer-focused approach.

Key Responsibilities

ITSM Strategy & Service Excellence: Develop and execute the ITSM roadmap aligned with ITIL v4 and organizational objectives. Establish and mature essential ITSM processes including Incident, Problem, Change, Request, Knowledge, and Asset Management. Define and track SLAs, KPIs, and service performance metrics. Implement governance frameworks and structured reporting to provide leadership with clear visibility and promote continuous service improvement.

Service Desk & Support Operations (L1/L2): Lead the service desk to deliver timely, high-quality support. Drive efficiency through automation, self-service portals, and knowledge management initiatives. Manage workforce planning, utilization, and performance metrics. Enhance incident response, escalation procedures, and root cause analysis to minimize downtime and improve user satisfaction.

Internal IT & Modern Workplace: Oversee internal IT functions such as endpoint management, infrastructure, identity, and access control. Ensure compliance with security policies and audit readiness. Promote adoption of modern workplace technologies including Microsoft 365, Intune, and Azure. Manage device lifecycle activities such as patching and compliance monitoring.

Service Offerings & Practice Development: Collaborate with sales and delivery teams to develop and standardize ITSM service offerings. Assist in creating go-to-market materials like service descriptions and case studies. Build scalable service delivery models that support business growth and client requirements.

Governance, Risk & Compliance: Work closely with security and compliance teams to align ITSM practices with audit and regulatory standards, including SOC2 readiness. Maintain documentation of policies, procedures, and controls, ensuring regular reviews. Support compliance reporting and metric tracking to mitigate risks.

Technology, Automation & Innovation: Identify and implement opportunities to leverage automation, AI, and ITSM tools such as Jira Service Management, ManageEngine, and RMM platforms. Enhance self-service and knowledge management capabilities, including AI-driven solutions, to improve service efficiency and user experience.

Leadership & Team Development: Provide leadership and mentorship to ITSM team members, fostering a culture of accountability and continuous improvement. Support professional development through training, certifications, and career growth initiatives. Act as a senior escalation point for operational and service-related challenges.

Required Qualifications

- Over 10 years of experience in IT Service Management or IT Operations, including at least 5 years in leadership roles managing service desk or IT operations teams.
- Strong expertise in ITIL v4 frameworks and service management best practices.
- Experience with modern workplace technologies such as Azure, Microsoft 365, Intune, and identity management.
- Proficiency with ITSM tools like Jira Service Management and ManageEngine.
- Proven track record of improving service delivery, implementing processes, and scaling operations.
- Excellent communication, stakeholder management, and leadership skills.
- ITIL v4 Foundation certification is mandatory.

Preferred Qualifications and Benefits

- Advanced ITIL certifications such as Managing Professional or Strategic Leader.
- Microsoft Azure and Microsoft 365 certifications.
- Familiarity with compliance frameworks including SOC2, ISO 20000, and COBIT.
- Remote work opportunity with schedule aligned to Eastern Time Zone.
- Commitment to diversity and equal opportunity employment regardless of religion, gender, age, disability, or national origin.

Success in this role will be measured within the first 6 to 12 months by improved service performance, stronger SLA adherence, enhanced reporting visibility, matured ITSM processes, and better alignment between IT services and business priorities.