Operations Manager

2 weeks ago

Montréal QC, Canada Canadian National Railway Full time

Be part of our Information & Technology (I&T) team, a critical piece of the engine that keeps us in motion. From enterprise architecture to operational technology, our teams use the agile methodology to automate and digitize our railroad ensuring our operations run optimally and safely and our employees can focus on value-added tasks. The role of Manager Service Performance Operations is to direct and manage the Service Performance Operations team. The individual is responsible for the activities related to continuous improvement, governance, enablement, performance analytics, KPI and dashboard design within the SPO team. The Service Performance Operations Manager will work with the Senior Manager Service Performance Ops to identify, analyze, prioritize, and launch initiatives to ensure clarity of roles & responsibility, drive continuous improvement of our services, centralize communication, standardize the enablement of deployments and provide visibility of the health of our services, thereby ensuring the improvement, consistency and efficiency of our operations.
Analyze deployment activities from across the ITSM Processes and recommend rollout plans that protect Operations and Service Performance team capacity while ensuring that critical initiatives are implemented efficiently across the various teams in I&T
· Set the vision and framework for the enablement service and ensures successful integration aligned to best practices for all ITSM Process initiatives.
· Manage enable service deliverable
· Operationalize the new culture /direction for a Service driven operational organization
Performance Analytics
· Define and design key performance indicators to further drive the service-driven organization.
· Develop and implement metrics for measuring processes performance
· Ensure best in class data driven reporting and dashboards are available for all key stakeholders in IT in order to foster data-driven decision making in planning, investment, and operations.
Service Performance Management (Governance)
· Assess process Performance, Maturity, and ITIL Compliance
· Establish required governance forums to drive performance improvements of services across various teams and in conjunction with Product Mgmt, architecture & the leadership team.
· Ensure proper execution and functioning of established processes and interface between all IT and internal/external business partners
· Define and manage Process roadmap strategy
Recognize employee milestones (service awards, retirements, etc.) Manage employee performance by ensuring employees who are not meeting expectations are identified and supported through the performance improvement process
· Participate in succession planning by contributing to the yearly talent review cycle and identifying employees with the potential to move up the management and expertise paths
· Support employee development by having regular career conversations with all employees (documented and tracked) and supporting them in reaching their career goals
· Ensure knowledge is preserved through cross-training for key skill sets in the team (knowledge transfer)
The role has standard working conditions in an office environment with a regular workweek from Monday to Friday.
Minimum 10 years of overall work experience
· Minimum 5 years experience demonstrating leadership qualities and/or overseeing deliverables
· Experience in business and quality improvement
Bachelor's Degree in Computer Science or equivalent
· Any designation for these above would be considered as an asset
Quality methods and tools
· Analytical skills and experience utilizing Lean Six Sigma or other proven quality tools and methods in a multi-facility operation
· Ability to effectively present information and respond to questions from middle management through senior leadership
· Ability to effectively evaluate business performance, develop an improvement strategy, and lead individual projects/initiatives that optimize customer value, quality, and cost,
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. S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. 143955% %%management%%

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