Bilingual Manager, ITSM & Incident Management

About CMHC

The work you do and the work we do together matters. We come to work every day with a common purpose: to contribute to a well-functioning housing system.

At CMHC, we hold ourselves accountable for our results and support our colleagues in their achievements. We thrive on collaboration, connecting across CMHC and involving the right people to get our work done. Our leadership style is guided by trust, where our leaders favour an adaptive approach based on the needs of their teams.

Join us and be part of a team that's committed to making a real difference and be part of something meaningful.

What’s in it for you

We’ve got the purpose, the people and the perks you need for a fulfilling career. Here’s the comprehensive and generous benefits you get when you’re a permanent employee:

• Annual Paid vacation.
• Annual individual performance incentive.
• Defined benefit pension plan.
• Comprehensive group insurance plan to support your well-being from day one.
• Support towards your personal and professional growth with training, mentorship and more. 
• An inclusive workplace culture and environment.
• While positions at CMHC require some in-office presence, alternative work arrangements may be considered for Indigenous candidates. 

About the role
Join the Infrastructure and Operations team, in the Bilingual Manager, ITSM & Incident Management position. In this role, you will be accountable for the execution, consistency, and performance of Incident Management and IT Service Management operational practices across the enterprise.  You will also play a key role in enabling service stability, operational resilience, audit and compliance readiness, and continuous improvement, while ensuring IT Service Management controls are effectively embedded into agile delivery models without constraining delivery velocity.

What you’ll do: 

• Lead and enforce the Incident and Major Incident Management lifecycle, including prioritization, escalation, coordination, resolution, and post incident review.
• Act as the management escalation authority for high impact, cross domain, or business critical incidents, ensuring executive visibility and timely communication.
• Ensure consistent incident management practices across delivery pods, infrastructure, security, shared services, and managed service providers.
• Oversee Major Incident response, ensuring Root Cause Analysis (RCA) and corrective actions are completed, tracked, and embedded into operational improvement plans.
• Lead the operational execution and governance of inscope ITSM processes, including Incident Management, Service Escalation, Service Introduction, and Operational Readiness.
• Ensure service introduction and operational readiness activities are executed effectively, including validation of monitoring, support models, escalation paths, runbooks, and ServiceNow configurations prior to go live.
• Establish and oversee monitoring, reporting, and performance management, providing actionable insights on incident trends, service stability, SLAs, and operational risk to governance forums.
• Provide functional and people leadership to ITSM and Incident Management resources, coaching teams on operational excellence, service reliability, and continuous improvement.

What you should have: 

• A postsecondary education in Information Technology, Computer Science, or a related discipline. An equivalent combination of related education and experience may be considered.
• ITIL Foundation (required); advanced ITIL or ITSM certifications considered an asset. 
• A minimum of 7 years progressive experience in IT Service Management, with deep expertise in Incident and Major Incident Management. 
• A minimum of 3 years of experience in a leadership role with direct reports, including coaching, performance management, workforce planning, and capability development.
• Strong knowledge of ServiceNow ITSM, including workflows, reporting, and automation.
• Experience operating in regulated or compliance driven environments.
• Demonstrated ability to lead during high-pressure operational situations. 
• Strong stakeholder management, facilitation, and communication skills in both official languages (French and English).

It would be great if you also had: 

• ServiceNow ITSM or Incident Management certifications, demonstrating advanced platform and process expertise.
• Demonstrated leadership of Major Incident Management in complex, multivendor, hybrid (cloud/on-premises) environments, including executive communication and enterprise-wide impact management.
• Experience operating in regulated or compliance driven environments, including leadership of audit remediation activities, control validation, and Management Action Plans (MAPs).
• Proven experience governing and maturing ITSM operating models within agile or product-oriented delivery frameworks, balancing operational control, risk management, and delivery velocity.

Posting closing date: Note, the competition will remain active until filled.

Standby and Call Back duties are a requirement of this position and will be subject to CMHC policies, including the Standby and Call Back Pay Procedure.

Our commitment to diversity, equity, and inclusion 

We’re committed to employment equity and encourage women, Indigenous Peoples, persons with disabilities, veterans and persons of all races, ethnicities, religions, abilities, sexual orientations, and gender identities and expressions to apply. We also welcome applications from non-Canadians who are eligible to work in Canada.

CMHC is an inclusive workplace where diversity of thought – and of people – are recognized, valued, and considered essential to achieving our mission.

Learn more about our commitment to diversity and inclusion 

What happens after you apply 

We know that applying for a new job can be both exciting and daunting, and we appreciate your effort. Learn more about our hiring process.  If you are selected for an interview or testing, please advise us if you require an accommodation.

If you applied before and you were not successful don’t worry – we're always posting new positions, so don’t hesitate to give it another shot. We’re excited to see what you bring to the table this time around!