Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Pay at Intact is about much more than just salary.

• Flexible work arrangements and a hybrid work model

• Possibility to purchase up to 5 extra days off per year

• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more

• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)

Salary range (but not limited to):

Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):

As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

We are seeking an IT Operations Governance Advisor / ITSM to define, lead, and evolve the operational intelligence practice across the Technology sector. This role owns the Technology Operating Model—gathering, processing, and publishing operational insights—while evangelizing best practices, and monitoring/enforcing adoption and compliance.

You will drive AI- and data-driven strategies for KPIs and objectives, establish robust feedback loops with business stakeholders, and materially elevate IT’s operational performance and posture. A critical mandate is to close knowledge gaps and build authoritative operational visibility, while introducing Generative AI capabilities and AI agents that transform how operations and architecture decisions are made.

What you'll do here: 

Operating model & governance:

• Set standards, ownership, data quality rules, compliance mechanisms, maturity assessments, and policy/metric guardrails aligned to reliability, security, continuity, cost, and user experience.

Data pipelines & reporting:

• Architect unified telemetry pipelines across observability, ITSM, CMDB, CI/CD, and business signals

• Deliver executive dashboards, service scorecards, and self-service analytics with portfolio-to-component drilldowns

• Define KPIs and reporting rhythms (e.g., OKRs).

Knowledge management & visibility:

• Modernize and consolidate documentation with strong taxonomy and lifecycle controls

• Build authoritative operational maps (service dependencies, value streams, application/asset inventories, OSI mappings) with clear ownership and automated upkeep where possible.

AI/GenAI enablement and agents:

• Deploy GenAI for troubleshooting support, incident summaries, change-impact/risk analysis, and proactive insights

• Establish AI governance (prompt/content policy, safety, monitoring/cost)

• Implement operational and architecture agents for anomaly detection, causal analysis, playbook execution, and remediation with human oversight.

Stakeholder engagement:

• Build strong partnerships with business and technology leaders, run feedback/adoption forums, provide training and evangelism

• Coordinate with SRE/resiliency, support, incident management, security, and FinOps.

What you bring to the table: 

• 8 to 12 years in Operational Intelligence, SRE/Platform Engineering, Data/Analytics, or IT Operations with enterprise-scale ownership of operating models, metrics, and governance.

• Proven experience designing and operating data pipelines and analytics for operational telemetry and ITSM/CMDB ecosystems.

• Strong proficiency in:

  • Observability and operational data platforms (e.g., OpenTelemetry, Dynatrace, Elastic) and integration with ITSM/CMDB.

  • Data engineering and modeling (ETL/ELT, metadata/lineage, semantic modeling); SQL and at least one programming language (Python/Go/TypeScript).

  • KPI frameworks and reporting (OKRs, scorecards, executive dashboards); statistical analysis and reliability/performance metrics.

  • Knowledge management (taxonomy design, content lifecycle, search/retrieval) and reconciliation of fragmented knowledge bases.

  • AI/GenAI design and governance (retrieval, vector stores, model serving/observability, safety/guardrails) applied to operational use cases.

• Familiarity with enterprise architectures across multi-cloud, on-prem, Kubernetes/service mesh, data platforms, and integration patterns.

• Excellent communication (written, visual, verbal) and executive presence

• Strong stakeholder management and change leadership.

• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English speaking colleagues across the country. 

• No Canadian work experience required however must be eligible to work in Canada 

#LI-Hybrid 

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.