Job Posting Title : Director - Infrastructure Services 3 Job Description : • Develop and implement ITSM strategy and roadmap; Define ITSM policies, procedures, and standards; Collaborate with key stakeholders to ensure alignment of IT services with business needs; Oversee IT service desk operations and incident management processes; Monitor and continuously improve IT service delivery performance; Lead IT service improvement initiatives and projects; Ensure compliance with ITIL best practices and industry standards; Provide guidance and support to ITSM team members; Analyze IT service metrics and KPIs to drive operational excellence; Manage vendor relationships and contracts related to ITSM tools and services. Develop and implement ITSM strategy and roadmap; Define ITSM policies, procedures, and standards; Collaborate with key stakeholders to ensure alignment of IT services with business needs; Oversee IT service desk operations and incident management processes; Monitor and continuously improve IT service delivery performance; Lead IT service improvement initiatives and projects; Ensure compliance with ITIL best practices and industry standards; Provide guidance and support to ITSM team members; Analyze IT service metrics and KPIs to drive operational excellence; Manage vendor relationships and contracts related to ITSM tools and services. Education : Bachelors in Computer Engineering, Bachelors in Database Management, Bachelors in Information Systems, Bachelors in Information Technology, Bachelors in Network Engineering Professional Experience and Years of Experience : ADM - Database with 5-10 YEARS, Agile with 5-10 YEARS, Change Management with 5-10 YEARS, Client Relationships with 5-10 YEARS, Collaboration Tools & Methods with 5-10 YEARS, Design Thinking with 5-10 YEARS, Executive Presence with 5-10 YEARS, IDSS / Cloud (Infrastructure Management) with 5-10 YEARS, Inclusion with 5-10 YEARS, Modernizing Operations with 5-10 YEARS, People Leadership with 5-10 YEARS, Personal Effectiveness with 5-10 YEARS, ServiceNow with 5-10 YEARS, Storytelling with 5-10 YEARS, Workplace Services (EUC)with 5-10 YEARS Management Level : 3 Language and Proficiency : English - Proficient - C2 Time Type : Full time Skills : Design Thinking, Storytelling, Database Administration, Database Management, Modernizing Operations, Windows Server Support, Inclusion, OS management, Cloud Applications, Personal Effectiveness, Backup Management, Client Relations, Windows Deployment Services (WDS), Storage Management, Security Operations Management, Agile Methodology, Risk Management, Change Management, Executive Presence, Applications Support, Enterprise Resource Planning (ERP), People Leadership, Database Maintenance, Collaboration Tools, Database Monitoring, Oracle Solaris, Oracle Exadata Database Machine, Server Infrastructure, ServiceNow Platform Certifications : Azure Solutions Architect Expert - Microsoft; AWS Certified Cloud Practitioner - Pluralsight; ITIL Foundation Certificate in IT Service Management - Axelos; AWS Certified Solutions Architect - Associate - Udemy; TECHBRIDGE - AWS CLOUD PRACTITIONER - Genpact Primary location : 3201-HS Canada: Quebec WFH - Virtual, CA Remote type : Office Client specific requirement : Shift : Day Job