Lead IT service operations for CN in Montreal, using incident management and performance metrics within a hybrid work model. Availability on call 24/7 is required. As Manager Service Operations, you lead internal teams and external providers supporting stable, reliable IT services. You oversee SLAs, problem resolution, ServiceNow integrity, observability, automation, and operational readiness for new initiatives. You also manage vendors, budgets, compliance, and service continuity activities. Key Responsibilities:

Ensure operational execution meets SLAs, KPIs, and performance objectives Prioritize incident and problem resolution to minimize business impact Coordinate recovery plans and tests against RPO and RTO targets Drive automation, process optimization, and operational health improvements Manage vendors, contracts, budgets, licensing, and cloud services Requirements:

Minimum seven years in a technical support workplace Bachelor's degree in computer science ITIL Foundations Certificate Equivalent education, training, or practical experience considered Availability for 24/7 on-call responsibilities Bring ITIL, service management, vendor oversight, and operational leadership to CN's Montreal technology operations team.

📌 IT Service Operations Manager (Montreal)
🏢 CN
📍 Montreal