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Randstad Logo Randstad · IT - Administration

ITSM Practice Lead

Canada, Montréal · Job Posted May 27, 2026
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Job Description

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).

Job Responsibility

  • 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

Requirements

  • 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

What we offer

  • 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
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