itsm practice lead.

ITSM Practice Lead

Our client, a major and recognized leader in its industry, is experiencing a significant phase of technological maturity. As part of the evolution of its complex and hybrid infrastructures, the organization seeks to structure and accelerate its event management practice.

As ITSM Practice Lead, you will act as the true conductor of this cross-functional initiative. Your role will extend beyond technical execution; you will play a highly strategic and decision-making part. Your mission will be to define governance, implement rigorous new policies, and guide all managers and IT teams toward a modern observability culture (SRE/AIOps).

Advantages

Here are some of the benefits included with the role:

Flexible group insurance
Competitive retirement plan
Employee stock purchase plan
Performance bonus
Telemedicine
Hybrid work environment with high flexibility for remote work
An environment that encourages learning, professional development, and growth

Responsibilities
Lead the enterprise-wide event management practice. Define, evolve, and enforce the best practices guide (norms, standards, conventions).

Oversee the complete event lifecycle, from the Dynatrace pipeline to ServiceNow ITOM (Event/Alert Rules, correlation, CMDB enrichment, noise reduction).

Implement approval mechanisms and collaborate with all stakeholders (Infrastructure, Network, Cloud, Security, SRE) to ensure consistent use of event sources, without direct hierarchical reporting.

Develop and deliver training and information programs to promote and facilitate adoption of new governance policies.

Drive the use of AI and AIOps to accelerate automated remediation and reduce the web of issues according to SRE principles.

Qualifications
5 to 10 years of experience in IT operations management, observability, monitoring, or ITOM, acquired in a complex and large-scale environment.

Essential mastery of the Dynatrace ecosystem (dashboards, metrics, Davis rules, alerting) and ServiceNow ITOM (Event/Alert Management, Discovery, Service Mapping). Practical experience at the decision-making/strategic level with these tools is required.

Strong understanding of reliability engineering concepts (SLI, SLO, Error Budgets) and "as-code" approaches.

Demonstrated ability to lead governance committees, manage conflicting priorities, and implement new policies with senior management.

Summary
Interested in more details about this ITSM Practice Lead opportunity in Montreal? Contact me at View email address on randstad.com

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to View email address on randstad.com to ensure their ability to fully participate in the interview process. show more