Operations Management Specialist

Operations Management Specialist

At CN everyday brings new and exciting challenges. You can expect an interesting environment where youre part of making sure our business is running optimally and safelyhelping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive 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

As an Operations Management Specialist you will lead teams responsible for ensuring operational performance stability and continuous improvement of assigned service offerings across preproduction and production environments. You will oversee incident problem change and service request management to ensure services consistently meet defined SLAs KPIs security and compliance standards. The Operations Manager drives automation observability operational readiness and cost efficiency and works closely with Product Delivery Delivery Agile Release Trains (ARTs) and vendors to embed operational excellence throughout planning delivery and ongoing support.

Main Responsibilities
Collaboration & Service Leadership
Provide daytoday leadership and direction to managed service partners to ensure effective execution of operational activities
Coordinate and align vendor teams supporting preproduction and production environments
Foster strong collaboration and communication across CN teams vendors and stakeholders
Ensure clear expectations accountability and alignment with operational priorities and service outcomes
Support onboarding and knowledge transfer activities to maintain continuity and operational effectiveness
Promote continuous improvement and knowledge sharing across delivery support and vendor teams

Operational Excellence
Ensure operational execution aligns with defined SLAs KPIs and performance objectives
Own and prioritize incident problem and escalation management to minimize business impact
Lead root cause analysis and drive remediation and defect reduction initiatives
Drive automation observability and tooling improvements to improve operational health and efficiency
Ensure service continuity and disaster recovery readiness including execution of RPO/RTO testing
Ensure ITIL practices are followed across incident problem change and release management
Ensure production changes adhere to formal change control processes
Maintain IT asset compliance license adherence inventory accuracy and lifecycle management
Ensure ServiceNow service and CI mapping data integrity
Produce and report operational metrics KPIs and stability insights

Delivery/Modernization/Operational Excellence
Review business and project requests to confirm operational feasibility and cost implications
Provide operational input during intake planning and delivery phases
Define and validate operational transition and readiness requirements for new and changed services
Ensure projects transition into operations in compliance with support security and operational standards
Coordinate operational resource requirements with project and product teams
Consult on backlog prioritization lifecycle work and defect remediation within ARTs
Actively contribute to sprint planning and ongoing operational improvement initiatives

Customer Service
Foster strong trusted relationships with business partners and internal stakeholders
Provide effective daytoday operational leadership and support oversight
Act as the primary operational escalation point and communication authority during major incidents
Manage vendor and partner relationships including performance tracking and issue resolution
Ensure alignment and communication with business and I&T leadership during outages and key events

Vendor Finance Secuity & Compliance (integrated accountability)
Manage vendor contracts renewals performance metrics and invoice approvals
Manage operational budgets cloud consumption and cost optimization initiatives
Track and report total cost of ownership (TCO) and current cost of ownership (CCO)
Ensure compliance with CN IT standards SOX policies TSA Transport Canada and regulatory requirements
Participate in audits oversee patch management and ensure timely remediation of vulnerabilities
Ensure security policies and standards are applied across all production systems

Education/Certification/Designation
Bachelors degree in Computer Science Engineering or equivalent work experience
Minimum 1015 years overall IT experience
Minimum 5 years experience in IT operations including coordination or oversight of managed service teams

Requirements
Strong customerservice orientation and stakeholder management skills
Ability to communicate effectively with senior management
Ability to communicate complex technical concepts in userfriendly language
Strong problemsolving prioritization and decisionmaking skills
Highenergy resultsdriven leadership mindset
Excellent written verbal listening and interpersonal skills
Experience supporting 24/7 production environments and oncall models
SAP functional knowledge (e.g. HR SuccessFactors Finance Procurement or related domains)
Understanding of SAP infrastructure and technical environments
Knowledge of end-to-end enterprise business processes

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 Canadas Eastern and Western coasts with the Southern tip of the U.S. through a 19500 mile rail networkCN 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.

About CN

CN is a premium railroad that sustainably generates value for our customers shareholders employees and stakeholders with an unwavering commitment to safety and service. 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. CNs network connects Canadas Eastern and Western coasts with the U.S. South through a 20000-mile rail and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN powers the North American economy and is committed to programs supporting social responsibility and environmental stewardship.

At CN we are dedicated to building North Americassafest mostinclusiveandsustainable railroad which includes reflecting the communities in which we operate. Research shows that candidates often dont apply unless they feel they fit the job posting at 100%. To all potential applicants even if you dont meet every job requirement listed in a posting we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials accessible meeting rooms or other accommodations) please get in touch with our team at.

As an equal opportunity employer qualified candidates will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability protected veteran status and other protected status as required by applicable law.

Please monitor your email on a regular basis as communication to applicants is done via email.

Required Experience:

IC

Employment Type : Full Time
Experience: years
Vacancy: 1