Manager Service Operations (PL)-CA

Canadian National Inc.; Montreal; Hybrid; CAD 110,000 - 144,000; Full time

Benefits offered by this job

Annual bonus

Employee share investment program (ESi

Pension

Benefits

Job summary

CN is seeking an experienced IT Operations Leader to oversee internal teams and external providers ensuring stability, reliability, and performance of IT services. You will drive incident management, service delivery, budget oversight, and vendor relationships to meet defined SLAs and deliver value.

The role emphasizes observability, automation, and continuous improvement, with a hybrid work model and compensation including bonus and benefits. Bachelor's in CS and ITIL cert required.

Qualifications

• Bachelor's degree in computer science is required.
• ITIL Foundations Certificate is required or asset.
• 7+ years of experience in a technical support/IT operations environment.

Responsibilities

• Lead operational support services to ensure SLAs, KPIs and performance targets.
• Oversee incident, problem resolution, and service request fulfillment.
• Manage vendor relationships, contracts, and budgets for cost efficiency.

Skills

Incident management

Service delivery

Vendor management

IT operations

SLA/KPI management

Cloud optimization

Education

Bachelor's degree in computer science

ITIL Foundations Certificate

Job description

Please note that the language you select on this site will be the primary language used for all future communications regarding your application.

Highest Level Division: Technology Operations & Enablement

Posting Start Date: 10/27/26

Posting End Date: 10/23/2026

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.

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 new 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 resources needed to fulfill the job requirements
  • Recognize employee milestones such as service awards and retirements, as well as significant contributions and enhanced responsibilities
  • Focus on communications and foster collaboration by regularly providing updates to teams concerning ongoing initiatives and encouraging them to work together to accomplish common goals and learning
  • Handle performance to ensure that employees who are not meeting expectations are identified and supported through the performance improvement process
  • Create and enable a positive and engaging work environment by ensuring individual strengths are uncovered and leveraged
  • Participate in succession planning via contribution to the yearly talent review cycle and identifying employees with the potential for management and technical paths
  • Support professional development through regular career conversations with all employees, documented and tracked, and help them to reach their career goals
  • Ensure knowledge is preserved through cross-training of key skill sets

Working Conditions

The role has standard working conditions in an office environment with a regular workweek from Monday to Friday and is eligible to participate in CN's hybrid work model. The role requires being available on call 24/7. The role involves managing priorities and delivering work within established timelines, with support from the team to ensure sustainable and effective workload management.

Experience

• Minimum 7 years of experience in technical support environment
• Candidates with an equivalent combination of education, training, and experience will be considered

Education/Certification/Designation

• Bachelor's degree in computer science
• ITIL Foundations Certificate*
• Candidates with equivalent practical experience, education, or training will be considered
• *Any requirement marked with (*) will be considered an asset (not mandatory)
• We Care About Each Other
• We Strive for Excellence
• We Succeed Together
• Vision and strategic thinking
• Impactful and inclusive leadership
• Performance and value delivery
• Empowerment and talent development
• Strategic communication and influence
• Managerial courage and decisiveness
• High-Impact Execution
• Conveying the vision
• Planning
• AI Literacy and data orientation

Technical Skills/Knowledge

• Will vary by area

Additional Information (If Any)

About CN

CN is a premium railroad that sustainably generates value for our customers, shareholders, employees, and stakeholders with an unwavering commitment to safety and service. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. CN's network connects Canada’s Eastern and Western coasts with the U.S. South through an 18,800-mile rail network. CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN powers the North American economy and is committed to programs supporting social responsibility and environmental stewardship.

At CN, we are dedicated to building North America's safest, most inclusive and sustainable railroad, which includes reflecting the communities in which we operate. Research shows that candidates often don't apply unless they feel they fit the job posting at 100%. To all potential applicants, even if you don't meet every job requirement listed in a posting, we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please get in touch with our team at [e-mail].

As an equal opportunity employer, qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law.

Please monitor your email on a regular basis as communication to applicants is done via email