Incident and Problem Management Practice Owner

Responsibilities

• Design, document, and maintain the Practice Policy, standards, and process documentation
• Ensure the Practice remains aligned with business objectives and IT strategy
• Act as the SME and authoritative owner of the Practice across the organization
• Own and drive the operational performance of the Practice, ensuring delivery against defined KPIs and SLAs
• Establish clear performance targets and enforce accountability across IT groups, Service Owners, and support teams
• Monitor adherence to processes and hold teams accountable for compliance, data quality, and execution discipline
• Provide regular executive-level reporting on Practice health, performance trends, and risk areas
• Use data-driven insights to identify improvement opportunities and drive decision-making
• Identify, prioritize, and lead continual improvement initiatives to increase - practice maturity and efficiency
• Drive adoption of ITIL 4 best practices and support maturity progression across teams
• Drive strong interlocks with Product Owners and Practitioners
• Ensure alignment and integration with other ITIL practices (e.g., Incident, Change, Problem, CMDB, etc.)
• Act as the escalation point for Practice-related issues and decisions
• Act as SME and SPOC for the ITSM tool (ServiceNow), ensuring alignment with - Practice standards
• Drive standardization, automation, and effective use of the platform to support process outcomes
• Establish and lead the Practice training and awareness program
• Ensure consistent understanding, adoption, and execution of Practice policies across all business units

Requirements

• 4-6 years of experience with IT Service Management processes with the implementation of processes as per recognized industry standards
• ITIL 4 Foundation Certification
• ITIL 4 Specialists Certifications
• Six Sigma Yellow Belt or Green Belt
• Experience in applying industry-standard quality frameworks such as ISO/IEC 20000, ISO 27001, or Six Sigma
• Bachelor's degree in business management, Computer Science, information systems, or equivalent
• Experience in the IT industry
• ITIL Managing Professional
• Certification on Quality Management standards (i.e. ISO/IEC 27001, ISO/IEC 20000)
• Experience in quality management, Audit compliance role or Service management role with emphasis on quality improvement
• Knowledge of IT and network components and principles
• Analytical capabilities to spot trends via data analysis.
• Ability to build relationships with peers and management levels
• Ability to document process & workflow/policy and produce detailed and procedural documentation
• Excellent written, verbal, and interpersonal communication skills
• Proven leadership experience with the skills and abilities to drive solutions and results
• Ability to multi-task, learn quickly, think strategically, be flexible, analytical, and adapt to change.
• Business and risk analysis, problem-solving, planning, project management and execution skills
• Ability to exercise sound judgment and be decisive under pressure
• Strong computer literacy in Microsoft Office products. Especially on using productivity tools (e.g., Excel, PowerPoint, Visio, Sharepoint, Power BI, Power App)
• CAE offers:
• Group Insurance
• Telemedicine
• Employee and Family Assistance Program
• Employee Stock Purchase Plan
• Group RRSP
• CAE Pension Plan/Defined Benefit Plan
• Sabbatical Leave
• Flex Time
• Enhanced Parental Leave
• Flexible and modern working environments
• A collaborative workplace
• A dynamic and innovative environment
• Come share your passion with us!
• With over 10,000 employees in more than 35 countries, CAE is a global leader in training for the civil aviation, defence and security, and healthcare markets. To learn more: www.cae.com
• About CAE
• Position Type
• Regular
• Equal Opportunity & Accommodations
• C

Benefits

Additional Information

At CAE, our Technology & Product Development team is dedicated to shaping the future with immersive systems and pioneering technologies that elevate safety and readiness worldwide. From VR/AR solutions to cutting-edge flight simulation, you'll work alongside brilliant minds in a rewarding and supportive environment with opportunities to learn and grow every day. Simply put, you're empowered to tackle challenges with a team that embraces bold ideas and a commitment to safety and excellence on a global scale. With a career that blends flexibility, creativity, and impact, you'll play a vital role in an innovative and collaborative team, driving next-generation tech solutions for the moments that matter most.

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