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 workplace
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.

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📌 IT Service Operations Manager (Quebec City)
🏢 Canadian National
📍 Quebec City