Incident and Problem Management Practice Owner (ITSM)

TL;DR

Incident and Problem Management Practice Owner (ITSM): Designing and maintaining Practice Policy and standards for incident and problem management with an accent on operational performance and ITIL 4 alignment. Focus on driving maturity, automating processes via ServiceNow, and ensuring compliance with quality frameworks like ISO 20000.

Location: Montreal (St. Laurent)

Company

hirify.global is a global leader in training for the civil aviation, defence, security, and healthcare markets.

What you will do

• Design, document, and maintain Practice Policy, standards, and process documentation.
• Drive operational performance, ensuring delivery against defined KPIs and SLAs.
• Act as the Subject Matter Expert (SME) and authoritative owner for the Practice and the ServiceNow ITSM tool.
• Lead continual improvement initiatives to increase practice maturity and efficiency based on data-driven insights.
• Provide regular executive-level reporting on Practice health, performance trends, and risk areas.
• Establish and lead Practice training and awareness programs to ensure consistent adoption across business units.

Requirements

• 4-6 years of experience with IT Service Management (ITSM) processes.
• ITIL 4 Foundation and Specialist certifications.
• Six Sigma Yellow Belt or Green Belt.
• Experience applying industry-standard quality frameworks such as ISO/IEC 20000 or ISO 27001.
• Proven leadership experience with the ability to drive solutions and results.

Nice to have

• Bachelor's degree in Business Management, Computer Science, or Information Systems.
• ITIL Managing Professional certification.
• Experience in quality management, audit compliance, or service management.
• Proficiency in Microsoft productivity tools, specifically Power BI and Power Apps.

Culture & Benefits

• Comprehensive financial security including a Pension Plan, Group RRSP, and Employee Stock Purchase Plan.
• Health and wellness support via Group Insurance and Telemedicine.
• Work-life balance perks such as Flex Time, Sabbatical Leave, and Enhanced Parental Leave.
• Employee and Family Assistance Program.
• Collaborative, dynamic, and innovative working environment.