It Service Operations Manager

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 impactEnsure services meet SLAs, KPIs, and performance objectivesMaintain service continuity and disaster recovery readinessManage vendors, contracts, licensing, invoices, and operational budgetsDrive automation, monitoring, process, and operational health improvementsRequirements:
Minimum seven years in a technical support environmentBachelor’s degree in computer scienceITIL Foundations Certificate considered an assetEquivalent education, training, or practical experience consideredAvailability for 24/7 on-call responsibilitiesBring IT operations leadership, service reliability, vendor management, and continuous improvement expertise to CN’s Technology Operations & Enablement team.
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