Apply on Kit Job: kitjob.ca/job/2g962i

Director, IT Service Management (ITSM) & IT Operations Management (ITOM)

Application deadline: April 20, 2026

Employment Type: Permanent

Location: Export Development Canada operates in a hybrid work environment, requiring three in‑office days per week (subject to change). The role can be performed from EDC’s headquarters in Ottawa or from one of our Community Hubs located in Toronto, Mississauga, Montreal, Brossard, or Laval. Relocation assistance is available for candidates who meet the eligibility criteria.

Why Join EDC?

- Comprehensive Benefits: Competitive compensation & benefits package, work‑life balance, and the opportunity to help make Canada and the world better through trade.
- Work‑Life Balance: Hybrid work options, 3 to 4 weeks paid vacation, corporate closure period, summer early Fridays, and no meeting Fridays.
- Professional Development: Continuous learning opportunities, training programs, workshops, and language training.
- Inclusive Culture: Diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds.
- Wellness Programs: Wellness initiatives, mental health support, and fitness programs.
- Community Engagement: Volunteer opportunities and social responsibility programs.

Team And Job Overview

- Define, execute, and sustain the integrated technology target state, target data model, and technology operations required to enable EDC’s 2030 business transformation.
- Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitates its execution across all domains.
- Keep pace with industry trends and emerging technologies to ensure EDC remains relevant and grows Canadian global trade.
- Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.

The Director reports to the Vice‑President Technology Operations & Services (TOS) and will lead the strategic development, implementation, and continuous improvement of enterprise‑wide IT Service Management and IT Operations Management capabilities. The role drives operational excellence, ensures service reliability, aligns IT services with business outcomes using ITIL frameworks, automation, and modern ITOM capabilities across teams such as NOC, SRE, and Cloud Ops. The Director oversees governance of core ITSM processes, optimizes IT operations, and ensures consistent delivery across all functions, platforms, and vendors. The role also leads a cross‑functional team to deliver scalable, resilient, and customer‑centric IT services.

Strategic Leadership





- Define and execute a forward‑looking ITSM and ITOM strategy aligned with EDC’s digital transformation roadmap.
- Champion a service‑centric mindset across IT and business units, fostering accountability, transparency, and customer focus.
- Promote automation, self‑service, and intelligent operations to enhance service reliability and operational efficiency.
- Lead the enterprise‑wide adoption of ITIL/ITOM modern capabilities, including AIOps, observability, and event correlation.

ITSM And ITOM Enablement

- Architect and continuously evolve the enterprise ITSM framework covering Incident, Problem, Change, Request, Knowledge, and Configuration Management, tailored to EDC’s operational context.
- Establish and enforce SLAs and OLAs, ensuring consistent service delivery and measurable performance outcomes.
- Drive a robust Continual Service Improvement (CSI) program using data‑driven insights, customer feedback, and operational metrics.
- Oversee the integrity and maturity of the CMDB, service catalog, and process integrations across internal and external service providers.
- Lead the deployment and optimization of ITOM capabilities, including:
- Automated Discovery and CMDB accuracy
- Event Management and Proactive Monitoring
- Cloud and Hybrid Infrastructure Visibility
- Workflow Automation and Orchestration

- Partner with infrastructure, cloud, cybersecurity, and application teams to enable self‑healing operations, reduce MTTR, and enhance operational resilience.
- Ensure seamless integration of ITSM/ITOM platforms with enterprise systems such as observability tools, DevOps pipelines, and cloud management platforms.

Team Leadership & Development

- Build, mentor, and inspire a high‑performing team of ITSM and ITOM professionals, fostering a culture of innovation, ownership, and continuous learning.
- Provide strategic direction and career development opportunities, ensuring team capabilities evolve with emerging technologies and business needs.

Governance & Compliance

- Establish governance frameworks to ensure ITSM and ITOM capabilities adhere to internal policies, regulatory standards, and industry benchmarks.
- Own and communicate operational KPIs to executive stakeholders, driving transparency, accountability, and informed decision‑making.
- Lead audit readiness and risk mitigation efforts related to IT operations and service delivery.
- Act as a transformation leader, driving process maturity, platform modernization,



and service excellence across the organization.

What We Are Looking For

- Undergraduate Degree with a specialization in computer science or a related field.
- Minimum of 10 years’ proven experience in IT operations, infrastructure, or service delivery.
- Minimum 5 years’ in leadership roles with responsibility for enterprise‑scale operations.
- Demonstrated experience leading and inspiring diverse, cross‑functional teams.
- Strong knowledge of ITIL (v4 preferred) and experience managing traditional and agile delivery environments.
- Deep experience with ITSM and ITOM platforms (e.g., ServiceNow, Splunk, Dynatrace), CMDB management, and AIOps tools.
- Proven ability to manage vendor partnerships and influence executive decision‑making.
- Strong data‑driven approach with ability to drive continuous improvement through metrics, dashboards, and insights.
- Ability to lead continuous improvement initiatives to optimize processes and performance.
- Excellent leadership and problem‑solving skills.
- Exceptional collaboration, communication and influencing skills.
- Proven experience in tech fluency and business fluency.
- Bilingual in English and French.

What Will Make You Stand Out

- Experience managing IT operations in cloud and hybrid environments, including cloud‑native monitoring and automation tools.

Eligibility

EDC is committed to Fair Employment Practices. Preference will be given to candidates who are legally able to work in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. The position is open to those who meet all of the essential requirements and submit applications by the closing date.

EDC's Commitment to Employment Equity

Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a protected and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves. We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community. Your application must clearly demonstrate how you meet all the requirements. Qualified candidates may be considered for similar roles at this level within EDC. EDC recognizes that disclosing the need for accommodations can be a personal matter. We are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. We are here to support you every step of the way.

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Apply on Kit Job: kitjob.ca/job/2g962i

📌 Director, IT Service Management (ITSM) & IT Operations Management (ITOM)
🏢 Export Development Canada | Exportation et développement Canada
📍 Mississauga