Manager Service Operations (PL)-CA

Req Id: 1033

Job Location: Montreal - QC

Business Unit: Technology

Highest Level Division: Technology Operations & Enablement

Posting Start Date: 10/27/26

Posting End Date: 10/23/2026

French/English Bilingual Requirement: No

Hiring Salary Range:

$ 110000 - 144000

This range represents the hiring range. Salaries are determined individually depending on skills and experience. You will also be eligible to an annual bonus, employee share investment program (ESIP), Pension, Benefits and other perks.

At CN, we are committed to our pursuit of excellence. We take pride in delivering work of the highest standard, continually innovating to shape the railroad of the future. As responsible railroaders, we make the right decisions every time, putting safety first, acting with unwavering integrity, and holding ourselves accountable for our actions. We believe in succeeding together—by fostering inclusivity and collaboration, we sustainably deliver exceptional results for our customers.

Join us today and get your career moving

Job Summary The incumbent is responsible for leading internal teams and/or external service providers accountable for delivering operational support services and maintaining the performance, stability, and reliability of assigned IT services. The incumbent ensures operational excellence across service offerings by overseeing incident management, problem resolution, service request fulfillment, and operational readiness activities. The Incumbent is accountable for ensuring services consistently meet defined Service Level Agreements (SLAs), operational targets, and customer expectations. Through the effective use of observability platforms, automation,



performance metrics, and continuous improvement practices, the role proactively identifies operational risks, drives service stability, and enhances operational efficiency. In addition, the incumbent manages vendor relationships, software and hardware compliance, contract renewals, and operational budgets, while identifying opportunities to optimize costs and improve service delivery.

Main Responsibilities Operational Excellence

Ensure operational execution aligns with defined SLAs, KPIs, and performance objectives.

Manage stakeholder communication, ensuring alignment on outage windows and keeping business and IandT leadership informed on incident resolution progress based on criticality.

Prioritize and manage incident and problem resolution to minimize business impact.

Align technology capacity and performance with business demand while optimizing ex. cloud consumption.

Ensure service continuity/DR readiness, including recovery and test plans to meet RPO/RTO targets, and ensure timely execution of tests and recovery activities.

Ensure IT asset compliance (software and hardware), including license adherence, inventory accuracy, and lifecycle management.

Ensure ServiceNow data integrity, including accurate service and CI mapping.





Drive operational health improvements by identifying automation opportunities and optimizing processes.

Provide input on tooling strategies, monitoring implementations, and technical debt management.

Manage operational budgets for the ART and drive operational efficiencies across vendor contracts, licensing, and Cloud services.

Oversee vendor contracts, invoice approvals, and XT account lifecycle management.

Ensure vendors meet agreed performance metrics and KPIs, and review/approve exceptions as needed.

Ensure compliance with industry standards, security regulations, SOX policies, and regulatory requirements, including TSA and Transport Canada mandates.

Timely remediation of identified security vulnerabilities or risks.

Participate in audits, oversee patch management, and enforce adherence to ITIL processes for operational excellence.

Delivery

Consulted during business intake for operational cost estimation and during delivery for operational readiness of recent initiatives.

Define and validate operational transition requirements to ensure new or updated services are properly introduced and supported.

Consulted on prioritizing backlogs and development efforts in ARTs including defects.

Actively contribute to ART sprint planning to prioritize lifecycle and defect work.

Provide monthly/quarterly overview on operational stability and performance in the ART/VS.

Leadership

Partner with Human Resources (HR) to bring new talent to the organization by determining which skills and roles are required and making well-reasoned hiring decisions

Provide a positive and welcoming onboarding experience to all new employees by ensuring they have access to the tools and resource

📌 Manager Service Operations (Montreal)
🏢 CN
📍 Montreal