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

ITSM Strategy & Service Excellence

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

Service Desk & Support Operations (L1/L2)

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

Internal IT & Modern Workplace

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

Service Offerings & Practice Development

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

Governance, Risk & Compliance

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

Technology, Automation & Innovation

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

Leadership & Team Development

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.