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 current initiatives.

You also manage vendors, budgets, compliance, and service continuity activities.Key Responsibilities:

Ensure operational execution meets SLAs, KPIs, and performance objectivesPrioritize incident and problem resolution to minimize business impactCoordinate recovery plans and tests against RPO and RTO targetsDrive automation, process optimization, and operational health improvementsManage vendors, contracts, budgets, licensing, and cloud servicesRequirements:

Minimum seven years in a technical support environmentBachelor's degree in computer scienceITIL Foundations CertificateEquivalent education, training, or practical experience consideredAvailability for 24/7 on-call responsibilitiesBring ITIL, service management, vendor oversight, and operational leadership to CN's Montreal technology operations team.

📌 It Service Operations Manager (Winnipeg)
🏢 CN
📍 Winnipeg