Service Offering Manager

4 months ago

Montréal, Canada Canadian National Railway Full time

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 End User Service Offering Manager is responsible to oversee the service
performance of CN’s operational support services for all pre-production and production
environments of IT systems responsible for train and business operations. The role is
accountable to ensure SLOs/SLAs are met and ensures level 2 and level 3 support is
achieved. The position participates in various IT Service Management (ITSM) processes
including request fulfilment and service introduction, as well as incident, problem,
demand, and configuration management. The incumbent provides early warning for
service offering issues, aligns with Product Managers on product and service offerings,
and is responsible for the health assessment of service offerings.

**Main Responsibilities**

**Operation Support**
- Ensure IT systems are maintained in a fully operational condition
- Participate in incident management, acting as level 2 and level 3 support (on-call)
- Lead support investigations, resolutions and follow up on key issues
- Ensure SLOs and SLAs are met
- Optimize execution of the service offering and streamline service offering delivery
- Provide early warning for service issues (capacity, costs, etc.)
- Provide technical expertise and platform leadership in solution management
- Drive automation initiatives
- Communicate regularly with internal customers to ensure that fixes, enhancements and

initiatives meet business requirements and goals
- Support business continuity planning and disaster recovery (BRP/DR) readiness
- Ensure that the Information Technology Infrastructure Library (ITIL) practices are followed

to help quality system support
- Participate in Operation Readiness and Maturity assessments
- Ensure that security policies and standards are applied to all the Production systems

Expert, Service Offering 2
- Produce measures and key performance indicators (KPIs) on system performance and

availability
- Approve changes as part of the change management process to minimize customer

impact and to ensure SLA's are met
**Deployment & Delivery**
- Remain accountable for the acceptance of service introduction outputs of DEPLOY phase
- Participate in the Release Readiness Review Committee (3RC) by reviewing the

Deployment Strategy, Cutover & Fallback Plans and test results and signing off on the

promotion to Production
- Ensure and participate in the project T2C to comply with the support requirements
- Oversee support teams throughout deployment
- Stay informed of the solution's stability throughout the stabilization period
- Determine if the stabilization criteria has been met in conjunction with the Release

Coordinator and Project Manager
- Sign off to close the stabilization period
- Receive consultation and information about the Service Introduction Proposal, if related

to service offering
- Interact with Product Managers in order to determine the appropriate features during

delivery
- Coordinate, evaluate and partner with vendors to help in delivery
- Provide feasibility study and work estimates during project A&P

**Performance Management of Managed Service Providers (MSP = TCS)**
- Ensure that the overall services in their area are delivered as expressed in the service

agreement and is the
- Acts as the single point of contact for first level interface with the managed service

providers as well as the business facing relationship and the IT-to-IT relationship
- Ensure that Service Levels for all offerings in scope are maintained and continually

improved and approves any improvement request or new service definition/designs
- Oversee the managed service provider for ensure any problems with the day-to-day

delivery of Services are minimized and provides CN domain expertise when required
- Conduct regular service reviews; manage and audit supplier performance and productivity
- Review all operational reports, service levels, and contractual commitments for their

defined scope of responsibilities
- Forecast client demand for all in-scope and new services
- Manage the services, projects, and plans to ensure priorities are addressed appropriately

by the provider
- Interface with other interdependent suppliers to identify and resolve operational issues in

day-to-day delivery of end-to-end Services
- Manage and approve requests for implementation of a Continual Service Improvement

Plan (SIP) a

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