Director, IT Service Management
Top Benefits
About the role
Posting Date: Sep 26, 2025, 2:29:15 PM
Primary Location: Ontario-Ottawa
Job Type: Permanent
Schedule: Full-time
Application deadline: October 10, 2025
Join the EDC Team!
At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade. #LI-Hybrid
Position: Director, IT Service Management (ITSM) & IT Operations Management (ITOM)
E****mployment Type: Permanent
Compensation Details:
- Family Product Owner 20: Salaries typically range from $127,380 to $169,838 annually, based on qualifications and experiences, plus a performance-based incentive.
Lo****cation:
- Export Development Canada operates in a hybrid work environment, currently requiring employees to work in the office 3 days per week. (subject to change)
- This role can be performed from EDC’s headquarters in Ottawa or from one of our Community Hubs located in Toronto, Mississauga, Montreal, Laval, or Brossard.
- Relocation assistance is available for eligible candidates.
About EDC:
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.
Why Join EDC?
- Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.
- Work-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday’s & no meeting Fridays.
- Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training.
- Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.
- Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.
- Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs.
Team and Job Overview:
The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences. Digital & Technology Solutions has set out to achieve the following objectives for EDC:
- 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 facilitate its execution across all domains in the organization.
- Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade.
- Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.
Reporting to the Vice-President Technology Operations & Services (TOS), the Director, IT Service Management (ITSM) and IT Operations Management (ITOM) will lead the strategic development, implementation, and continuous improvement of enterprise-wide IT Service Management and IT Operations Management capabilities. This role will be responsible for driving operational excellence, ensuring service reliability, and aligning IT services with business outcomes through the effective use of ITIL frameworks, automation, and modern ITOM capabilities that are executed across various teams (e.g.: NOC, SRE, Cloud Ops). The Director will oversee the governance of core ITSM processes, optimize the performance of IT operations, and ensure ITSM & ITOM capabilities are consistently delivered across all functions, platforms and vendors. Additionally, they lead a cross-functional team to deliver scalable, resilient, and customer-centric IT services.
The ideal candidate brings a deep understanding of IT Service Management and IT Operations Management principles, with a proven track record of leading enterprise-scale transformations in complex, hybrid IT environments. They possess strong leadership capabilities, strategic thinking, and hands-on experience with ITIL frameworks, automation, and modern ITOM tools such as ServiceNow. The candidate excels in building high-performing teams, driving operational efficiency, and fostering a culture of continuous improvement. Exceptional communication, stakeholder engagement, and change management skills are essential, along with the ability to align IT services with evolving business needs.
What you will be doing:
Strategic Leadership:
- Define and execute a forward-looking ITSM and ITOM strategy that aligns with EDC’s digital transformation roadmap and business objectives.
- Champion a service-centric mindset across IT and business units, fostering a culture of 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 to lead and inspire diverse, cross-functional teams; including junior and senior staff, by fostering an inclusive, collaborative, and high-performance culture aligned with EDC’s values.
-
Strong knowledge of ITIL (v4 preferred) and experience managing both 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 both official languages (English and French).
What will make you stand out:
- Experience managing IT operations in cloud and hybrid environments (e.g., AWS, Azure, GCP), including cloud-native monitoring and automation tools.
Eligibility:
- EDC is dedicated to Fair Employment Practices. Applicants must be Canadian citizens or hold valid permanent residency cards at the time of application. Preference will be given to candidates who are legally able to work in Canada (Canadian Citizens or Permanent Residents). Candidates must also meet the government security screening requirements.
This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date. Ready to make a difference? This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.
Apply today!
Want to learn more about EDC? Check our website here https://www.edc.ca
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 safe 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. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.
Should you require any accommodation during the recruitment and selection process, please contact the Recruitment team at accessibility@edc.ca*.*
How to apply
Only candidates selected for an interview will be contacted.Oct 10, 2025, 10:59:00 PMCandidates must meet the requisite government security screening requirements.
Director, IT Service Management
Top Benefits
About the role
Posting Date: Sep 26, 2025, 2:29:15 PM
Primary Location: Ontario-Ottawa
Job Type: Permanent
Schedule: Full-time
Application deadline: October 10, 2025
Join the EDC Team!
At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade. #LI-Hybrid
Position: Director, IT Service Management (ITSM) & IT Operations Management (ITOM)
E****mployment Type: Permanent
Compensation Details:
- Family Product Owner 20: Salaries typically range from $127,380 to $169,838 annually, based on qualifications and experiences, plus a performance-based incentive.
Lo****cation:
- Export Development Canada operates in a hybrid work environment, currently requiring employees to work in the office 3 days per week. (subject to change)
- This role can be performed from EDC’s headquarters in Ottawa or from one of our Community Hubs located in Toronto, Mississauga, Montreal, Laval, or Brossard.
- Relocation assistance is available for eligible candidates.
About EDC:
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.
Why Join EDC?
- Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.
- Work-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday’s & no meeting Fridays.
- Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training.
- Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.
- Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.
- Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs.
Team and Job Overview:
The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences. Digital & Technology Solutions has set out to achieve the following objectives for EDC:
- 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 facilitate its execution across all domains in the organization.
- Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade.
- Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.
Reporting to the Vice-President Technology Operations & Services (TOS), the Director, IT Service Management (ITSM) and IT Operations Management (ITOM) will lead the strategic development, implementation, and continuous improvement of enterprise-wide IT Service Management and IT Operations Management capabilities. This role will be responsible for driving operational excellence, ensuring service reliability, and aligning IT services with business outcomes through the effective use of ITIL frameworks, automation, and modern ITOM capabilities that are executed across various teams (e.g.: NOC, SRE, Cloud Ops). The Director will oversee the governance of core ITSM processes, optimize the performance of IT operations, and ensure ITSM & ITOM capabilities are consistently delivered across all functions, platforms and vendors. Additionally, they lead a cross-functional team to deliver scalable, resilient, and customer-centric IT services.
The ideal candidate brings a deep understanding of IT Service Management and IT Operations Management principles, with a proven track record of leading enterprise-scale transformations in complex, hybrid IT environments. They possess strong leadership capabilities, strategic thinking, and hands-on experience with ITIL frameworks, automation, and modern ITOM tools such as ServiceNow. The candidate excels in building high-performing teams, driving operational efficiency, and fostering a culture of continuous improvement. Exceptional communication, stakeholder engagement, and change management skills are essential, along with the ability to align IT services with evolving business needs.
What you will be doing:
Strategic Leadership:
- Define and execute a forward-looking ITSM and ITOM strategy that aligns with EDC’s digital transformation roadmap and business objectives.
- Champion a service-centric mindset across IT and business units, fostering a culture of 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 to lead and inspire diverse, cross-functional teams; including junior and senior staff, by fostering an inclusive, collaborative, and high-performance culture aligned with EDC’s values.
-
Strong knowledge of ITIL (v4 preferred) and experience managing both 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 both official languages (English and French).
What will make you stand out:
- Experience managing IT operations in cloud and hybrid environments (e.g., AWS, Azure, GCP), including cloud-native monitoring and automation tools.
Eligibility:
- EDC is dedicated to Fair Employment Practices. Applicants must be Canadian citizens or hold valid permanent residency cards at the time of application. Preference will be given to candidates who are legally able to work in Canada (Canadian Citizens or Permanent Residents). Candidates must also meet the government security screening requirements.
This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date. Ready to make a difference? This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.
Apply today!
Want to learn more about EDC? Check our website here https://www.edc.ca
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 safe 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. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.
Should you require any accommodation during the recruitment and selection process, please contact the Recruitment team at accessibility@edc.ca*.*
How to apply
Only candidates selected for an interview will be contacted.Oct 10, 2025, 10:59:00 PMCandidates must meet the requisite government security screening requirements.