Manager, Business Management Operations

2 weeks ago

Montreal, Quebec, Canada Canadian National Railway Company 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.
  • 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. Does CN offer entry-level positions?

Yes, we have many positions ranging from entry to senior levels, both in the field and in corporate and IT functions.

All available positions are posted onto our Careers website.
Does CN hire students, interns, and new graduates?
Yes, Internship opportunities are posted onto our Careers website, when available.
Search and apply for a job on our Careers website. This includes Citizens, Permanent Residents, or anyone in possession of a work permit with certain conditions. At this time, CN does not provide immigration assistance to foreign applicants.
To see your application status, go to our Careers website and login to your candidate profile. I completed an Online Assessment, what are my next steps?

The Recruitment Team will notify you by email whether or not you will be moving on to the next step of the recruitment process, based on your online assessment results.

I was unsuccessful with the online assessment - how long must I wait before I can re-apply?

You will have to wait a period of 6 months before you are eligible to re-apply to a position that requires the same testing.

I am having technical difficulties with the online assessment.
For online assessment troubleshooting and support please contact .
Using our career site

Click the Create a Profile button in the upper right-hand corner of our Careers website and complete the form and captcha.

If you do not receive the password recovery email within 24hrs, contact your Talent Acquisition Advisor directly or send an email to .

For all other technical issues

If you are experiencing technical difficulties with our Careers website, send us an email at describing the technical issue(s) in detail and provide us with screenshots so that we can better assist you.

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