Manager, Service Performance Operations

2 weeks ago

Montreal, Quebec, Canada Canadian National Railway Full time
At CN, we collaborate to move our company and North America forward. Be part of our Information & Technology (I&T) team, a vital piece of the engine that keeps us in motion. From enterprise architecture to operational technology, our teams utilize 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 have the opportunity to enhance your skills and advance your career in our close-knit, safety-focused culture, working together as ONE TEAM. The careers we offer are significant because the work we do is impactful. Join us

Job Summary

The role of Manager Service Performance Operations is to lead and manage the Service Performance Operations team. The individual is accountable for activities related to continuous improvement, governance, enablement, performance analytics, KPI, and dashboard design within the SPO team. The Service Performance Operations Manager will collaborate with the Senior Manager Service Performance Ops to identify, analyze, prioritize, and launch initiatives to ensure clarity of roles & responsibilities, drive continuous improvement of services, centralize communication, standardize the enablement of deployments, and provide visibility of the health of our services, thereby enhancing the improvement, consistency, and efficiency of our operations.

Main Responsibilities

  • Continuous Improvement, Enablement & Communication
  • Analyze deployment activities across ITSM Processes and recommend rollout plans.
  • Develop, maintain, and leverage tracking of various improvement plans.
  • Set vision, objectives, goals, and strategic plans for continuous improvement.
  • Operationalize the new culture/direction for a service-driven operational organization.
  • Performance Analytics
  • Define and design key performance indicators.
  • Develop and implement metrics for measuring process performance.
  • Ensure best-in-class data-driven reporting and dashboards are available.
  • Service Performance Management (Governance)
  • Assess process performance, maturity, and ITIL compliance.
  • Establish governance forums to drive performance improvements.
  • Leading Others
  • Partner with Human Resources for talent acquisition.
  • Provide a positive onboarding experience to new employees.
  • Recognize employee milestones and contributions.
  • Focus on communications and foster collaboration among teams.
  • Manage employee performance and support development.
  • Participate in succession planning and support career conversations.
  • Ensure knowledge transfer through cross-training.

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 of experience demonstrating leadership qualities.
  • Experience in business and quality improvement.
  • Education/Certification/Designation
  • Bachelor's Degree in Computer Science or equivalent.
  • ITIL Certification.
  • Prosci Certification.
  • Competencies
  • Leadership skills with proven ability to lead cross-functional teams.
  • Quality methods and tools knowledge.
  • Analytical skills and experience utilizing Lean Six Sigma or other quality tools.
  • Strong interpersonal skills, excellent communication.
  • Ability to evaluate business performance, develop improvement strategies, and lead projects that optimize customer value.

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

About CN
CN is a top-tier transportation leader and trade-enabler. Essential to the economy, customers, and communities it serves, CN transports over 300 million tons of natural resources, manufactured products, and finished goods annually throughout North America. As the only railroad connecting Canada's Eastern and Western coasts with the Southern tip of the U.S., CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is dedicated to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability, and customers, delivering operational and supply chain excellence to achieve results.

For internal candidates, note that the grade level will depend on 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 regularly, as communication is primarily conducted through email.

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