Manager, Service Performance Operations

At CN, we work together to move our company-and North America-forward. 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. You will be able to develop your skills and career in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us

Job Summary

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.

Main Responsibilities

Continuous Improvement, Enablement & Communication

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

Develop, maintain, and leverage tracking of the various improvement plans

Set the vision, objectives, goals and strategic plans for continuous improvement for the teams across 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

Elaborate & execute a multi year plan

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 & govern SPO documentation strategy

Define and manage Process roadmap strategy

Leading Others

Partner with Human Resources to bring new talent to the organization by determining which skills and roles will be required in the future and by making thoughtful 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 requirements of their job

Recognize employee milestones (service awards, retirements, etc.) as well as significant contributions and enhanced responsibilities

Focus on communications and foster collaboration by regularly providing updates to teams about ongoing initiatives and encouraging teams to work together to accomplish common goals and learning

Manage employee performance by ensuring 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 through frequent and focused conversations - collaborate, coach, and build connections with employees

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)

Working Conditions

The role has standard working conditions in an office environment with a regular workweek from Monday to Friday.

Requirements

Experience

Minimum 10 years of overall work experience

Minimum 5 years experience demonstrating leadership qualities and/or overseeing deliverables

Experience in business and quality improvement

Education/Certification/Designation

Bachelor's Degree in Computer Science or equivalent

ITIL Certification

Prosci Certification

Any designation for these above would be considered as an asset

Competencies

Leadership skills with proven ability to lead cross-functional teams in a matrix reporting structure

Quality methods and tools

Analytical skills and experience utilizing Lean Six Sigma or other proven quality tools and methods in a multi-facility operation

Willingness to initiate, lead, and implement change

Strong interpersonal skills, excellent written and verbal communication

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,

This position is posted as a grade LEVEL 7. For internal candidates, note that the grade level of the position may adjust based on the employee's experience.

About CN

CN is a world-class transportation leader and trade-enabler. 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. As the only railroad connecting Canada's Eastern and Western coasts with the Southern tip of the U.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. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.

For internal candidates, note that the grade level of the position will depend on the employee's experience.

CN is an employment equity employer and we encourage all qualified candidates to apply. We thank all applicants for their interest, however, only candidates under consideration will be contacted. Please monitor your email on a regular basis, as communication is primarily made through email.