Director ITSM

Director ITSM
Location: Remote

Job Type: Contract (Full Time)

About AIM

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.

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.

Role Overview

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.

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.

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.

Key Responsibilities

• 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
• Enhance incident response, escalation management, and root cause analysis

• 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
• Contribute to go-to-market materials such as service descriptions, case studies, and solution frameworks
• Collaborate with sales and delivery teams to position ITSM capabilities effectively
• Build foundational elements for scalable service delivery models

• 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
• Support reporting and tracking of compliance metrics across systems and services

• 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)
• Enhance knowledge management and self-service capabilities, including AI-driven solutions

• 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
• Act as a senior escalation point for operational and service-related issues

Qualifications & Experience

• 10+ years of experience in IT Service Management or IT Operations
• 5+ years in leadership roles managing service desk or IT operations teams
• Strong understanding of ITIL v4 frameworks and service management best practices
• Experience with modern workplace technologies (Azure, M365, Intune, identity management)
• Familiarity with compliance frameworks (e.g., SOC2, ISO) is an asset
• Experience with ITSM tools and platforms such as Jira Service Management, ManageEngine, or similar
• Proven ability to improve service delivery, implement processes, and scale operations
• Strong communication, stakeholder management, and leadership skills
  Certifications:
• ITIL v4 Foundation required; advanced ITIL certifications (Managing Professional or Strategic Leader) preferred
• Microsoft Azure / Microsoft 365 certifications are an asset
• Familiarity with governance frameworks such as ISO 20000, COBIT, or similar is a plus

What Success Looks Like (First 6–12 Months)

• Improved service performance and measurable gains in SLA adherence and user satisfaction
• Increased visibility through structured reporting and dashboards
• Matured ITSM processes with clear governance and documentation
• Enhanced efficiency through automation, knowledge management, and tooling optimization
• Strong alignment between IT services and business priorities

Work Schedule

Ability to work on Eastern Time Zone, Remotely.

Equal Opportunity

We value diversity and provide equal opportunities without regard to religion, gender, age, disability, or national origin.