Job opportunity
IT Service Operations Manager
CN
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 environment
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.
#J-18808-Ljbffr
Apply on source site 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 environment
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.
#J-18808-Ljbffr