Service Delivery Manager

3 months ago

Montreal, Quebec, Canada CN Full time

At CN, we strive to move our company—and North America—forward. Our Information & Technology (I&T) team plays a critical role as the engine that keeps us in motion. With a focus on agile methodology, our teams automate and digitize our railroad to ensure our operations run optimally and safely, allowing employees to focus on value-added tasks. You will have the opportunity to develop your skills and career in our close-knit, safety-focused culture working together as ONE TEAM. The work we do matters.

Main Responsibilities

Leadership and Management


  • Partner with HR to bring new talent to the organization by determining which skills and roles will be required in the future and 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 - collaborates, coaches and builds 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 technical 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)

Operational Excellence


  • Provide technical expertise and platform leadership in areas of Datacenter , Core and Network Services technologies
  • Coordinate change planning and formal change control process to systems in order to eliminate customer impact and to ensure that availability SLA's are met
  • Ensure that network hardware devices and related procedures adhere to CN standard and policy as well as compliance regulatory requirement.
  • Establish and maintain operational procedures and practices, maintains network security
  • Manage enterprise network systems and services to an operational uptime of 99.999% at the core.
  • Responsible for the operation of data network services and performs network testing and evaluation testing on a regular basis.
  • Lead advanced enterprise-level performance tuning as well as network performance audits on a regular basis.
  • Research and analyze data networking technologies to remain pro-active and current in the industry. Makes recommendations for future direction.
  • Oversee change control procedures for all production changes.
  • Provide after hours on-call support manage escalations and Network outages.

Delivery and Improvement


  • Reviews project requests and confirm operation feasibility;
  • Ensure that project transition to core comply with the support requirements;
  • Coordinates resources requirements with project manager;
  • Coordinates, evaluates and partners with vendors to help in delivery;
  • Provide feasibility study and work estimates during project A&P;
  • Comply to change control procedures for all project production changes;
  • Participate in the project transition and support strategies (T2C).
  • Participate in various architectural reviews to ensure alignment and compliance with the support excellence standards;
  • Lead initiative to ensure continuous improvement of systems operational policies, procedures, methodologies, and documentation required to support evolving operational needs.

Practice Evolution and Growth


  • Develop and oversee the adherence to maintenance and performance standards of data network hardware and systems.
  • Develop tactical and strategic plans, standards, guidelines and policies for the network resources based on growth, trends, available metrics, etc
  • Establishes and implements operational policies, procedures, and standards in conformance with information systems goals and procedures.
  • Develop mid to long-term technology / service evolution plans.
  • Contribute with architecture on the technology roadmap.
  • Build team structure and skill strategy based on growth and technology trends.
  • Participates in life cycle portfolio management and help estimate operational costs.
  • Participates in vendor proposals evaluations.

Requirements

Education


  • College degree in a related field (Information Technology, Computer Science)

Skills and Knowledge


  • Detailed knowledge of Data Centre and Core technologies
  • Detailed knowledge in infrastructure component and configuration (such as network infrastructure, server infrastructure, data communications, and telecommunications systems) and electronic data transmission principles, LAN networks, routing fundamentals, DMZ design and troubleshooting techniques is essential.
  • Planning, controlling and scheduling operational and project resources
  • Broad knowledge process improvement techniques and principles
  • Working knowledge of ITIL processes and methodologies to deliver high quality support to meet customers' needs
  • Strong customer/client focus, with the ability to manage expectations appropriately; provide a superior customer/client experience and build long-term relationships

Experience


  • Minimum 5 years related experience

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