Lead IT service operations at CN, using incident management and performance metrics within a Monday-to-Friday office role eligible for hybrid work. This manager leads internal teams or external providers supporting assigned IT services. Responsibilities span SLAs, problem resolution, service requests, observability, automation, vendor relationships, and operational budgets. The position supports service stability, reliability, operational readiness, and customer expectations across Technology Operations & Enablement. Key Responsibilities:

Oversee incident and problem resolution to minimize business impact Ensure services meet SLAs, KPIs, and performance objectives Maintain service continuity and disaster recovery readiness Manage vendors, contracts, licensing, invoices,



and operational budgets Drive automation, monitoring, process, and operational health improvements Requirements:

Minimum seven years in a technical support setting Bachelor’s degree in computer science ITIL Foundations Certificate considered an asset Equivalent education, training, or practical experience considered Availability for 24/7 on-call responsibilities Bring IT operations leadership, service reliability, vendor management, and continuous improvement expertise to CN’s Technology Operations & Enablement team.

📌 IT Service Operations Manager (Montreal)
🏢 Canadian National
📍 Montreal